A major study led by the University of Cambridge and the British Society of Audiology has uncovered widespread communication failures across the NHS for patients who are deaf or have hearing loss. Based on responses from more than 550 people, the research – the largest of its kind – paints a concerning picture of daily challenges that often go unaddressed, despite legal obligations.
Only a third of respondents were satisfied with how NHS staff communicated with them. Nearly two-thirds said they missed at least half of the important information shared during appointments. From booking issues to clinical misunderstandings, the research found that accessibility gaps exist at every step of the healthcare journey.
Patients told us they avoid healthcare because of these barrierssaid Dr Bhavisha Parmar, lead author from Cambridge’s Department of Clinical Neurosciences and the UCL Ear Institute. “They’re not just rating bad experiences – they’re sharing how it impacts their health and dignity.”
Simple actions – such as calling a patient’s name in a waiting room – can become overwhelming for someone who cannot hear and is offered no alternative communication. Patients often reported relying on relatives to translate vital health information, raising concerns about privacy and informed consent.
What makes this study stand out is the inclusion of deaf patients not only as subjects but as co-authors. They helped shape the research and ensure it reflected real, lived experience.
Among them is England Deaf Women’s futsal captain Zara Musker, who said her own frustrations with the NHS motivated her to train as an audiologist. “I’ve felt invisible as a patient,” she said.
This research finally shows the full scale of the problem – but it also shows how things can change.
The research proposes concrete solutions: mandatory deaf awareness training for NHS staff, consistent use of BSL interpreters, visual alerts in waiting rooms, and text-based appointment systems.
As Parmar notes, “This isn’t about luxury – it’s about legal rights and basic dignity. Better communication for deaf patients isn’t just helpful. It benefits everyone.”
