An anonymous shopper tested each of the 13 GPs across the borough to see how they could cope with a deaf patient.

According to the report, when the receptionist from Burma Hills surgery in Ashridge Road, Wokingham answered a phone call asking if they could provide an interpreter, they said: “We cannot offer an interpreter, thank you,” and hung up. When the News asked for comment, a receptionist said there was no-one available.

Other surgeries seemed confused about how to book an interpreter, what services were available for the deaf, or how to accommodate deaf patients.

Each surgery is supposed to provide an interpretation service for deaf patients but, when approached in person, six of the surgeries didn’t know how to book the interpreter.

Of the 11 surgeries with a website, seven didn’t have information in British Sign Language. Mark Hooper, director of Deaf Positive Action, said: “English is the second language for a deaf person, BSL is the first language.” He said that it can be very hard for a deaf person to understand written English.

“Wokingham is not alone, we’ve carried out the same test elsewhere and found similar results,” he continued. Some of the staff were confused about specific needs, saying that a profoundly deaf person could use a hearing loop – a service that would be useless for them.

The healthwatch tester visited each surgery online, in person and had a friend phone the surgeries on their behalf. In person, nine of the surgeries were able to provide information and seven were able to book an interpreter.

Healthwatch Wokingham is the local branch of a national organisation established after the Government’s 2012 health reform. Healthwatch is tasked with overseeing and inspecting the provision of health care in the borough.

A draft of the report, published today, (Wednesday) was sent to all the surgeries and Wokingham’s Clinical Commissioning Group. The surgeries have responded in many cases saying improvements have already been made.

The commissioning group issued a detailed response that said: “Deaf patients are usually well known to all staff where they are and are individually flagged on our systems, the use of anonymous ‘mystery shoppers’ gives a very artificial point of view.” Their response continued that sometimes the mystery shopper went to the wrong location and all surgeries could, with sufficient warning, set up an interpreter when needed. Responding to the recommendations they said they were investigating setting up a webcam with a live interpretation service. They added they would welcome advice on how to better make online facilities accessible and how to advertise deaf services.

They accepted that Deaf Awareness training should be part of all receptionists’ ongoing training. The report will be presented to the borough’s Health and Wellbeing board on December 11.


The report recommends that surgeries should:
- Set up a webcam to link to a live interpretation service - Have details of a interpreting agency including how to book an appointment - A vibrating buzzer to alert patients that they’re being called by the GP - Display information on local deaf services - Display information in BSL on advertising screens in the surgeries - Create a red flag system so online bookings can alert staff that an interpreter is needed.

- Use In-vision or another service to make the website easier to use for deaf patients - Help receptionists take Deaf Awareness training.