Shifting attitudes

People's perceptions have changed dramatically over the last three decades. Attitudes to race, gender and people with learning difficulties have shifted, resulting in a much more inclusive society. Whilst this shift represents positive change, there is still a long way to go before we truly achieve equality in its broadest sense.

As one of the UK's leading providers of deaf awareness training, delivering bespoke programmes for organisations throughout the UK, DeafWise continues to witness these changes and play a significant role in changing perceptions.

Communication

Nearly 9 million people in the UK have some form of deafness, but many hearing people who have never met a deaf person admit they would not really know how to communicate with them adequately.

Lucy Clark, co-founder of DeafWise, explains: ‘As a deaf person I experience day to day difficulties with communicating with some hearing people. There have been many times when I have been sat in a dentist's waiting room and my name has been called out over the loudspeaker, but being deaf I don't hear it. I always explain to the receptionist that I am deaf, however, I have still been left waiting, missing my appointment, to both my dentist's and my frustration.’

Equal care

With a clear focus on improving service levels, DeafWise aims to reduce communication barriers between front-line workers and deaf patients.

This common scenario is one of the factors that inspired Lucy, as well as her brother and co-founder Spencer Clark, to develop training programmes that ensure patients with hearing difficulties have the opportunity to receive the same levels of care as those who are hearing. With a clear focus on improving service levels within the healthcare sector, DeafWise aims to reduce communication barriers between front-line workers and deaf patients.

‘We believe that DeafWise has succeeded in bridging the gap between our clients' desire to deliver an exemplary service and patients who require the same levels of care as those who are hearing,’ adds Spencer. ‘The problem is that like most people within professional services, dental professionals aren't always fully aware of what is required. Unless they receive first-hand experience of working with deaf patients, then they will never be in a position to understand how they can improve their patients' experience.’

DeafWise workshops

By attending DeafWise workshops, trainees learn about the many aspects of deafness and develop practical skills that make a real difference in their jobs. With a growing importance placed on equality, brought about in part as a result of the Disability Discrimination Act (DDA), Lucy confirms the demand for deaf awareness courses is growing: ‘With the new CPD requirements for DCPs now in place, we are seeing even more people book courses with us as a route to achieve credits and, in the majority of cases, to learn how they can give more to their patients and provide a better service.’

One organisation to benefit from DeafWise's experience was the Dental Section of the Postgraduate School of Cardiff University, who commissioned DeafWise to deliver three one-day courses throughout Wales. The course, which formed part of the CPD programme for the students, was delivered to 23 dental care professionals (DCPs) who work in general dental practices in Wales, all of whom had little or no experience with communicating with the deaf community.

‘Working with Cardiff University was a fantastic experience in that we were able to tailor an educational package, which began with the basic teaching points, and as the students' understanding progressed, concluded at an advanced level’, explains Spencer. ‘From theory and demonstrations to workshops and even role playing, each student received an insight into what it means to be deaf, and learned how to understand and remove the common barriers to communication.’

By the end of the course, the DCPs were able to recognise different types of deafness; address, greet and take leave of a deaf sign user; understand the technologies used by deaf people, as well as spell the alphabet in British Sign Language.

DCP feedback

It is no longer acceptable for deaf patients to experience a compromised service to their hearing counterparts because of communication issues.

Of the training programme Sian Evans, the Dental Nurse Tutor, recounts: ‘The training was important as more needed to be done to make employees deaf aware and, more importantly, it is vital that deaf patients are able to give consent and understand clearly what treatment is planned. It is no longer acceptable for deaf patients to experience a compromised service to their hearing counterparts because of communication issues. DeafWise goes some way to ensure that any imbalance is redressed’.

As part of its ongoing commitment to raise organisational awareness of the deaf community and equip DCPs to deliver an exemplary service to all of their patients, DeafWise created a series of one-day workshops that took place throughout the UK in October and November. Taking place in Bournemouth, Winchester, Brighton, Crawley and Chichester, each course combined a mixture of theory, discussions and practical exercises to help reduce unintentional discrimination, aid compliance with DDA guidelines and improve staff confidence.

Spencer concludes, ‘DeafWise is in a unique position in that we understand the challenges currently facing both sides. We understand an organisation's need to comply with the DDA and its desire to deliver excellent service to its customers, just as we understand the frustrations and requirements often experienced by the deaf community. If we can play a part in helping organisations meet these challenges then we have done our job. Not only that, but we would have helped the deaf community receive the level of service they deserve.’

For more information on DeafWise, or to find out more about the forthcoming regional workshops, visit www.deafwise.co.uk to download a leaflet or phone 0845 466 7153.