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A health trust has issued an apology to a deaf couple after hospital staff failed to recognize what a British Sign Language (BSL) interpreter was. The incident involved Colleen Agnew’s husband, who was admitted to the hospital following breathing difficulties related to pre-existing health conditions at their home in Kilrea, County Londonderry. Despite the couple’s son informing Causeway Hospital about their communication requirements before they arrived, the family encountered confusion and a lack of understanding upon entering the facility.
In response, the Northern Trust acknowledged the distress caused by the situation and clarified that information on booking BSL interpreters is routinely shared with staff. They also confirmed that a reminder would be issued to reinforce this guidance. Additionally, the trust has introduced lanyards for patients to wear, indicating when they might need extra communication assistance. This aligns with the NHS’s legal obligation to make services accessible to everyone, including the provision of interpreters.
Colleen Agnew, whose first language is BSL, recounted her experience at the hospital, where she had to type her request for an interpreter on her phone. Instead of receiving help, a receptionist asked her, “What is a BSL interpreter?” Mrs. Agnew described the staff’s reaction as a lack of awareness about deafness and their inability to address the problem, leaving her feeling ignored. She also noticed that posters advertised interpreters for multiple spoken languages but made no mention of BSL. Such communication barriers led to the couple waiting anxiously for two hours before Mrs. Agnew managed to arrange an interpreter through her personal contacts. She said, “I felt really rushed and panicked… my main priority was to make sure my husband was OK,” and that her anxieties “disappeared” once the interpreter arrived because she could finally understand what was happening.
For many profoundly deaf people, sign language is their primary method of communication. BSL interpreters assist by translating signed language into spoken words and vice versa. Estimates of people using BSL or Irish Sign Language (ISL) in Northern Ireland vary, with a 2020 Stormont study suggesting as many as 18,000 users, while the Department of Health estimates approximately 8,000. The Agnew family’s experience highlights ongoing challenges faced by deaf individuals, including difficulties in emergency communications. Prior to their hospital visit, they encountered troubles using the 999 BSL emergency app, which frequently cut out during calls. Although a recent Ofcom report found the service saves “at least two lives per year,” incidents of disruption are taken seriously and are currently under investigation by the managing organization, Sign Language Interactions. Deaf people can alternatively use Relay UK, which offers text-based emergency options such as Emergency SMS. The Agnews advocate for improved hospital staff training, clearer interpreter booking procedures, basic sign language awareness in healthcare, and broader education of sign language in schools.
Seana Taylor of the Foyle Deaf Association, herself a child of deaf adults (CODA), noted that many families face similar challenges. She shared that when her mother recently required surgery, she found it easier to arrange an interpreter personally rather than through the hospital system. Nevertheless, Ms. Taylor acknowledged ongoing efforts to improve accessibility in healthcare and emphasized the importance of ensuring staff understand procedures and receive adequate training. She summed up the situation simply: “It’s just about people,” pointing to the need for awareness and proper service delivery
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