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NHS Communication Methods Should Support Disabled People

28 July 2020

Qualitative research on patients receiving remote consultations has found a wide range of customer experiences. The research was conducted by National Voices, Traverse and Healthwatch England.

Some disabled people benefited from virtual conferences, whilst others found them inaccessible. The researchers urge the NHS, to use the right blend of communication for specific patients, blending text, phone, email, video and in-person. There should be no blanket roll out of video conferencing.

Where video consultations are used, people should be given an appointment time and told what the meeting will cover. At the consultation, there should be enough time to listen to the patient and respond to concerns and questions. Patients should be given links to useful information and local groups.

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Read the reports.