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Accessible Healthcare Provision for RNID’s Communities

Reference: 25-26361

Date response sent: 25/11/2025

Details of enquiry

  1. What proportion of staff employed by the Trust have completed the NHS England e-learning module on the NHS Accessible Information Standard?
  2. What proportion of the clinical staff employed by the Trust have completed the NHS England e-learning module on the NHS Accessible Information Standard?
  3. Does the Trust offer training on deaf awareness to staff?  If so, please specify how the training is delivered.
  4. In the last five years, how many NHS complaints has the Trust received which primarily relate to a failure to provide care that is accessible to a person who is deaf or has hearing loss, and/or a failure to provide “reasonable adjustments” during the care of a person who is deaf or has hearing loss?

As you will know, “reasonable adjustments” are a legal requirement under the Equality Act 2010, to make sure health services are accessible to disabled people. Reasonable adjustments in accessing NHS services for a person who is deaf or has hearing loss might include the provision of a BSL interpreter or other communication support professional, facing the patient and not speaking too quickly, or the provision of alternative contact methods to the telephone.

If it is not possible to provide these figures in full without incurring the Act’s Section 12 time/cost limit, please provide any figures you are able to within the limit (e.g. figures for one year, any snapshot reports/audits)

  1. In the last five years, what has been the cost of litigation to the NHS Trust as a result of failure to make reasonable adjustments under the Equality Act 2010 to meet the communication needs of patients who are deaf or have hearing loss?

If such payments are processed by NHS Resolution, including where failure to provide reasonable adjustments has been part of a clinical negligence case, please let us know total cost paid as a result of claims against the Trust on this topic.

If it is not possible to provide these figures in full without incurring the Act’s Section 12 time/cost limit, please provide any figures you are able to within the limit.

  1. In the last five years, what has been the cost of litigation to the NHS Trust as a result of failure to make reasonable adjustments under the Equality Act 2010 to meet the communication needs of patients with a disability, impairment, or sensory loss (as set out in the NHS Accessible Information Standard)?

If such payments are processed by NHS Resolution, including where failure to provide reasonable adjustments has been part of a clinical negligence case, please let us know total cost paid as a result of claims against the Trust on this topic.

Response sent

  1. What proportion of staff employed by the Trust have completed the NHS England e-learning module on the NHS Accessible Information Standard?

Zero per cent of staff

  1. What proportion of the clinical staff employed by the Trust have completed the NHS England e-learning module on the NHS Accessible Information Standard?

Zero per cent of staff

  1. Does the Trust offer training on deaf awareness to staff?  If so, please specify how the training is delivered.

No

  1. In the last five years, how many NHS complaints has the Trust received which primarily relate to a failure to provide care that is accessible to a person who is deaf or has hearing loss, and/or a failure to provide “reasonable adjustments” during the care of a person who is deaf or has hearing loss?

We do not hold records for the full 5 year period requested.  Our Quality Portal records go back to July 2021 only, and the Trust confirms that in the last 51 months no complaints of this description were received.

  1. In the last five years, what has been the cost of litigation to the NHS Trust as a result of failure to make reasonable adjustments under the Equality Act 2010 to meet the communication needs of patients who are deaf or have hearing loss?

Nil

  1. In the last five years, what has been the cost of litigation to the NHS Trust as a result of failure to make reasonable adjustments under the Equality Act 2010 to meet the communication needs of patients with a disability, impairment, or sensory loss (as set out in the NHS Accessible Information Standard)?

Nil

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