People with hearing loss may find it difficult or impossible to communicate by telephone. This can make it difficult to do things like book appointments, order repeat prescriptions and get test results. Provide alternative ways to contact you, such as: email online booking SMS text messaging live webchat Use telephone relay services If you need to contact a patient by phone, there are services you can use to relay...
✦ The floor
Discussion
Signed responses from readers of the wire.
Clinics should audit their appointment and communication systems to ensure non-telephone options (email, SMS, online booking) are available and clearly signposted for patients with hearing loss.
Telephone-only contact methods systematically exclude a significant proportion of patients with hearing loss, and offering alternatives is a low-cost, high-impact step toward equitable healthcare access.
- 01RNID advises healthcare providers to offer email, SMS, and online booking as alternatives to telephone contact.
- 02Telephone-only systems create a documented access barrier for many deaf and hard-of-hearing patients.
- 03Alternative contact methods are a legal accessibility expectation under the UK Equality Act 2010.
- 04Implementation requires administrative and IT coordination but no clinical expertise.
- 05No research evidence is cited; guidance is based on patient advocacy and best practice.
Many patients with hearing loss cannot easily use telephone communication for appointment booking.
guidelinesupportedOffering alternative contact methods such as email, online booking, and SMS improves access for patients with hearing loss.
guidelinesupported
