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Parliamentary debates and questions

S5W-21738: Neil Findlay (Lothian)

Scottish Labour

Date lodged: 20 February 2019

To ask the Scottish Government what analysis it carries out of the user experience reported by deaf and hearing impaired people who do not use BSL when accessing NHS services, including those who use systems such as Minicom, Next Generation and Text Relay, and how it assures the quality of the services provided.

Answered by: Clare Haughey 6 March 2019

Ensuring that the views of people who use healthcare services are heard and can influence the design and delivery of healthcare services is a priority for the Scottish Government.

We have introduced a range of ways for people to tell us what they think about their NHS Service:

  • We support NHS Boards to engage with the independent website Care Opinion, where people can share their stories of care in Scotland - whether good or bad - anonymously online and engage in constructive dialogue with healthcare service providers about how those services could be improved.
  • We have funded and supported the Our Voice Citizens' Panel, which has enabled the voices of people to be heard on a range of important issues including how to make communication between health and care services and those that use them more inclusive.
  • The Scottish Care Experience Survey Programme is a suite of national surveys which aims to provide local and national information on the quality of health and care services from the perspective of those using them. Surveys within this programme ask a series of demographic questions to allow further analysis of responses by different groups of people, including a question on long-term conditions, such as deafness and severe hearing impairment. However, these surveys do not capture data on whether individuals who report being deaf / having a severe hearing impairment do or do not use BSL as it is likely that the sample size for this specific sub-group would make the value of any analysis very limited.

Each NHS Board is committed to improving the services it provides, and we expect NHS Boards to listen to, and take account of, feedback from people about their experience of care.