A deeply concerning report has revealed that a teenager was compelled to inform his deaf mother about her father’s terminal condition due to the NHS’s failure to provide a British Sign Language (BSL) interpreter. This incident highlights the alarming inadequacies in communication support for deaf patients within the UK healthcare system.
A Tragic Case
Alan Graham, a 75-year-old grandfather with profound deafness who communicated primarily in BSL, was admitted to Queen Elizabeth Hospital in Birmingham in June 2021 following a fall. He was diagnosed with right-sided heart failure and discharged in August. However, his health took a turn for the worse, leading to his readmission in September 2021, where he was again diagnosed with heart failure and sadly passed away two weeks later.
During his 11-week hospital stay, professional interpreters were available on only three occasions, according to findings from the Parliamentary and Health Service Ombudsman (PHSO). Instead, hospital staff requested that Mr Graham’s grandchildren act as intermediaries, translating vital medical information, including discussions about his prognosis.
Distressing Communication Breakdown
On one occasion, staff asked 16-year-old Connor Petty to convey the grim news to his mother that his grandfather might not survive the night. Connor was also instructed to inform her that if resuscitation was needed, it should be withheld. Tragically, Mr Graham died the following day.
The use of his 12-year-old sister, Mia, as a translator further exacerbated the family’s distress during this already painful time. Jennifer Graham-Petty, Mr Graham’s daughter, expressed her frustration, stating, “I was asking for an interpreter every day. My children just wanted to visit their grandad, but the staff kept asking them to translate instead.” She emphasised the inadequacy of her children’s signing skills compared to those of a trained professional, especially when dealing with complex medical terminology.
The Ombudsman’s Findings
The PHSO’s report strongly criticises the University Hospitals Birmingham NHS Trust for not adhering to national guidelines that mandate the provision of BSL interpreters for deaf patients. Though the lack of interpreters did not directly impact Mr Graham’s medical care, it placed immense emotional strain on his family, hindering their ability to communicate effectively with healthcare professionals.
The ombudsman has called upon healthcare leaders to ensure that all services are fully accessible and to implement reasonable adjustments, such as the provision of BSL interpreters, to eliminate barriers faced by patients. In response to the findings, the trust has been advised to develop an action plan to prevent similar incidents in the future and to issue apologies along with financial compensation to the affected family members.
Responses to the Report
Victoria Boelman, the director of insight at the Royal National Institute for Deaf People (RNID), described the situation as “unjust and unacceptable,” highlighting the ongoing lack of adequate communication support for deaf communities in healthcare settings. Meanwhile, a spokesperson for University Hospitals Birmingham acknowledged the distress caused to the Graham family and assured that steps have been taken to improve communication access for deaf patients since 2021.
“We sincerely apologise to Jennifer, Connor, and Mia for their experience during a very challenging time,” they stated. “We recognise that we did not get things right and are committed to learning from this to provide inclusive, compassionate care for all our patients.”
Why it Matters
This incident serves as a critical reminder of the systemic failures within healthcare systems to accommodate the needs of deaf patients. It underscores the urgent need for comprehensive training and resources to ensure that all patients receive equitable access to essential medical communication. By addressing these gaps, the NHS can work towards building a more inclusive healthcare environment where every patient, regardless of their communication needs, receives the compassionate care they deserve.
