A deaf couple in Northern Ireland has spoken out after hospital staff did not understand what a British Sign Language (BSL) interpreter was when they arrived for treatment. The incident at Causeway Hospital, Kilrea, County Londonderry, highlights ongoing communication challenges deaf people face in healthcare settings, despite legal obligations for accessible services. The family is now calling for improved deaf awareness training for hospital staff and clearer procedures to ensure sign language interpreters are always available when needed.
What happened at the hospital?
Colleen Agnew’s husband was admitted to hospital following a serious breathing difficulty linked to his existing health problems. Before their arrival, the family informed Causeway Hospital about their need for a BSL interpreter. Despite this, Mrs Agnew said the hospital reception staff appeared confused when she requested an interpreter, even asking, “What is a BSL interpreter?”
Mrs Agnew’s first language is British Sign Language, and on arrival, she typed her request for an interpreter on her phone. She noted that posters advertising interpreters for spoken languages were visible in the reception area, but none referred to BSL or deaf communication support. The couple were left waiting for two hours without an interpreter, causing significant distress and anxiety. Mrs Agnew eventually arranged an interpreter herself through personal contacts.
She described feeling “rushed and panicked” but said relief came as soon as the interpreter arrived, allowing her to communicate clearly with hospital staff and understand her husband’s treatment.
Legal responsibilities and the trust’s response
The Northern Health and Social Care Trust (Northern Trust) issued an apology for the distress caused and confirmed that staff regularly receive information about booking BSL interpreters. They said a reminder would be sent following this incident. The trust has also introduced lanyards for patients to wear, signaling a need for communication support.
Under UK law, the NHS must provide reasonable adjustments to ensure all patients can access healthcare equally. This includes providing interpreters for deaf patients who use sign language. However, experiences like those of the Agnew family suggest gaps remain between policy and practice.
Communication barriers for deaf people in healthcare
For many deaf people, especially those who are born profoundly deaf, sign language is their preferred and often only effective method of communication. BSL interpreters translate between sign language and spoken language, enabling deaf patients to understand medical information and make informed decisions about their care.
Northern Ireland has an estimated 18,000 BSL and Irish Sign Language (ISL) users, including deaf people and their family and friends. Around 8,000 of these are deaf sign language users who rely on interpreters to communicate in everyday and medical settings.
The lack of access to interpreters in healthcare can cause confusion, delays, and anxiety, as seen with the Agnew family. Their children often have to assist with communication and phone calls, which places additional pressure on families.
Challenges with emergency communication
The Agnews also experienced difficulties using the 999 BSL emergency app, which connects deaf users to sign language interpreters during emergency calls. Mrs Agnew said the app repeatedly cut out during use, though an Ofcom report found the service helps save lives each year.
Deaf people can also use Relay UK, a text-based emergency service, which offers an Emergency SMS option registered via text. These communication tools are vital but require reliable technology and awareness among emergency staff to be effective.
Calls for improved training and awareness
The family and deaf community advocates are urging hospitals and healthcare providers to improve deaf awareness and communication protocols. They want all frontline staff to understand what BSL interpreters are, how to arrange their services promptly, and basic sign language awareness to ease interactions.
Seana Taylor from Foyle Deaf Association, herself a child of deaf adults, said many families face similar problems when trying to access healthcare. She pointed out that often it is easier for relatives to book interpreters themselves than rely on hospital systems.
Taylor emphasized ongoing good work to address these issues but noted: “It’s just about people. The people delivering the service – do they understand the processes? Is further training needed?”
Conclusion: A need for system-wide change
The experience of the Agnew family shows that despite legal obligations and available resources, deaf patients continue to face significant barriers in accessing equitable healthcare. Communication is a fundamental right, and failure to provide interpreters not only causes distress but risks patient safety.
Healthcare providers must prioritize staff training in deaf awareness, improve interpreter booking systems, and ensure clear signage and information about communication support. Increasing sign language education in schools and communities could also build wider understanding.
This incident should serve as a wake-up call to all healthcare settings: genuine inclusion requires more than policy—it needs commitment, understanding, and action to ensure deaf people receive the care and respect they deserve.
