A series of Freedom of Information requests from RNID reveal that 92% of NHS staff in England have not completed training on the Accessible Information Standard (AIS).

The standard has been in place since 2016 and sets out patients' rights under the Equality Act and ensures the NHS meets its obligations towards the needs of people with a disability or sensory loss.

The charity asked 212 hospital trusts and ambulance services in England how many of their staff had completed the Accessible Information Standard training module. Of the trusts that responded, 60% reported that under 1% of their workforce had completed the training.

A further 10 hospital trusts in England reported that 0 members of staff have completed the training. 

Of the trusts that responded, just 11 reported having workforces where 50% or more staff have completed the training module.

The data also reveals the impact of the NHS's failure to provide accessible healthcare:

• almost 1 in 10 people who are deaf or have hearing loss have avoided calling an ambulance or attending A&E
• 1 in 4 have avoided seeking help for a new health concern
• 7 out of 10 say they have never been asked about their communication needs.

The research shows only 32% of NHS staff say they are aware of the Accessible Information Standard, and just 24% say they can always meet the information and communication needs of patients who are deaf or have hearing loss.

Staff who do not feel confident in meeting these needs face four main barriers:

• lack of training (34%)
• lack of time or capacity in workload (32%)
• lack of standardised processes (31%)
• lack of functionality of IT systems (30%).

Dr Natasha Wilcock, a deaf doctor who works in palliative care, said: ‘As a doctor, it's clear that staff want to be able to communicate with deaf patients, but they have not had the right training to allow them to do so. This directly leads to deaf people experiencing poorer healthcare. 

'Communicating effectively with deaf patients is not a fun, fluffy extra, but actually this can save lives, prolong lives and give patients better quality of life.'

Crystal Rolfe, director of health at RNID, said: ‘Deaf people and those with hearing loss shouldn't have to think twice before calling an ambulance or wonder if they've properly understood a diagnosis they've been given.

‘Every day, healthcare in this country is letting people down because of an unequal and inaccessible service and this simply must change.

‘We call on the Government to take this issue seriously and make AIS training mandatory, and ensure the NHS is a service that meets the needs of everyone.'

The charity is calling for urgent action from the Government to address the issue and for the Accessible Information Standard training module to be made mandatory across the NHS.

Our other key recommendations to meet the needs of people who are deaf or have hearing loss, include:

DHSC to ensure that work to improve the NHS Accessible Information Standard (AIS) is properly resourced and prioritised, and lead on a transformation plan to ensure that people with communication needs can access the healthcare they need.

The AIS to be enforceable for the NHS, through the strengthening of legislation on NHS information standards.