Podcast ¦ Vulnerability Matters: Episode 14 – Hearing Loss and dDeaf customers with Tim Scannell and Chris Fitch

Access the full podcast series here

Summary

This podcast episode from the Money Advice Trust discusses the experiences of individuals who are deaf or have hearing loss and the challenges they face when accessing essential services. The guest, Tim Scannell, shares his personal experiences and highlights the need for improved communication strategies and accessibility measures. The podcast explores issues related to written information, website design, face-to-face interactions, and the use of relay services. Overall, the episode emphasizes the importance of understanding different forms of communication and providing equitable access to essential services for individuals with hearing loss.

Key Points

  • Approximately 12 million UK adults, or one in five, have some form of hearing loss.
  • 1 million UK adult consumers require hearing aids, lip-reading, or British Sign Language (BSL) to communicate.
  • Tim Scannell, an accessibility and inclusion specialist, shares his experiences of facing communication barriers in essential services.
  • Deaf individuals often encounter difficulties accessing written information, as assumptions are made about their ability to read and understand written English.
  • Websites should consider including simpler English, visual information, and embedded sign language videos to improve accessibility for deaf customers.
  • Face-to-face interactions can be challenging when there are no BSL interpreters available. Companies should consider training their staff in basic sign language.
  • Relay services, such as telephone and video relay services, provide deaf individuals with alternative communication options.
  • Deaf individuals face additional costs for interpreter services, which can be a barrier to accessing essential services.
  • Improved awareness, education, and adherence to accessibility guidelines can contribute to better inclusion for individuals who are deaf or have hearing loss.
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Key Statistics

  • 12 million UK adults (1 in 5) have some form of hearing loss.
  • 1 million UK adult consumers require hearing aids, lip-reading, or BSL to communicate.
  • 90,000 Deaf people report using BSL as their primary or only language.

Key Takeaways

  • Awareness and understanding of different forms of communication, such as BSL, are crucial for improving service delivery for individuals with hearing loss.
  • Companies should consider adapting their websites to include simpler English, visual information, and embedded sign language videos.
  • Training staff in basic sign language and providing access to BSL interpreters can enhance face-to-face interactions with deaf customers.
  • Relay services, including telephone and video relay services, can facilitate communication between deaf individuals and service providers.
  • Deaf individuals may face additional costs for interpreter services, highlighting the need for accessible and affordable communication options.
  • Improving accessibility for individuals with hearing loss aligns with legal policies, such as the Equality Act and the Accessible Information Standard.
  • Greater awareness, education, and adherence to accessibility guidelines can lead to more inclusive and equitable services for individuals who are deaf or have hearing loss.


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