Asking about communication needs respectfully

Ask about communication needs as a normal part of contact. The purpose is to ensure safe, accessible care, not to make the person feel like a problem.

Use direct, respectful questions

Useful wording includes: "What is the best way for us to contact you?", "Do you use BSL?", "Would you like an interpreter for this appointment?", or "Do you need information in writing, large print or another format?"

Avoid asking about medical history unless required by local process. The key information is the communication support needed for safe access, not the cause of hearing loss.

Check written and digital routes

• Can the patient use SMS, email or online forms?
• Do they need plain written instructions?
• Is a video relay or BSL interpreter needed?
• Does the patient need a no-phone-contact note?

Ask what support the patient needs to communicate, then record it so they do not have to explain it every time.

Some patients cope by pretending they heard or by relying on a family member. Make it routine to ask about communication needs so patients can request support without feeling they are causing trouble or delaying others.

Give the patient time to answer and avoid putting them on the spot in public. Written questions, a communication card or a quieter space can help the patient explain what support they need.

Family members and confidentiality