Our Voice in Health and Social Care Task and Finish Group

Healthwatch Lancashire ran an engagement project between October 2023 and March 2024 to explore the experiences of the Deaf community who use British Sign Language (BSL) when accessing health and social care services. Feedback was gathered from 149 people through focus groups, case studies and an online survey. A mystery shopping activity was also conducted.

The full ‘Our Voice in Health and Social Care (BSL Users)‘ report details our findings. 

The main themes that were identified through engaging with individuals and carers: 

• Barriers when trying to book a medical appointment due to the requirement to book an appointment by phone and only telephone appointments being available. 

• Barriers during a medical appointment due to a lack of interpreters or unreliable video interpretation resulting in distressing appointment experiences. 

• Barriers to accessing support from the local authority. 

Since the completion of the project we have been working with our partners in order to see through the recommendations that were made in the report. We held our first meeting of the group on the 1st July 2025 and shared some of the successes that have happened since the project was completed.  

Members include representatives from: 

• Lancashire and South Cumbria Integrated Care Board 

• Lancashire County Council 

• East Lancashire Hospitals Trust 

• Lancashire Teaching Hospitals Trust 

• University Hospitals of Morecambe Bay Hospital Trust 

• N-compass 

We have received news that a dedicated social worker for Deaf people has been appointed following on from our report. The role of the Deaf Link Worker is under review with a view to expanding the role in order to enhance the current provisions in place. 

Future meetings will focus on working with our partners to work through the recommendations made in the report to find practical, workable solutions to some of the barriers that were reported in the initial project. 

The group will meet on a regular basis and is aims to fulfil its purpose within the next 12 months.