How should NHS 111 support patients with hearing impairment?

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Multiple Choice

How should NHS 111 support patients with hearing impairment?

When someone has a hearing impairment, NHS 111 should adapt how it communicates so the person can understand and participate in the triage process. The best approach is to offer text-based options (like SMS, text relay, or online chat) or an interpreter service, and at the start confirm the caller’s preferred method and check they’ve understood the information and next steps. This ensures accurate information is shared, supports safety, and respects privacy and choice. Requiring the caller to attend in person isn’t practical for a telephone-based service and could delay care. Relying on a family member to interpret raises confidentiality and accuracy concerns. Continuing with a voice-only call without modification excludes the needs of someone with hearing loss and risks misunderstanding.

When someone has a hearing impairment, NHS 111 should adapt how it communicates so the person can understand and participate in the triage process. The best approach is to offer text-based options (like SMS, text relay, or online chat) or an interpreter service, and at the start confirm the caller’s preferred method and check they’ve understood the information and next steps. This ensures accurate information is shared, supports safety, and respects privacy and choice. Requiring the caller to attend in person isn’t practical for a telephone-based service and could delay care. Relying on a family member to interpret raises confidentiality and accuracy concerns. Continuing with a voice-only call without modification excludes the needs of someone with hearing loss and risks misunderstanding.

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