Patient Experience

BSL

What is the Patient Experience hub?

The Patient Experience in Wales Hub is led by Cath Booth, Wales Executive for Action Deafness Cymru and Martin Griffiths, BDA Cymru Manager.

We focus on understanding and improving the healthcare experiences of Deaf people and BSL signers across Wales. The hub examines communication support, interpreting and Translation provision, booking systems and feedback processes to ensure Deaf patients receive safe, equitable and accessible healthcare.

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Patient Experience in Wales

We analyse Deaf patient experiences across NHS and social care settings, review how interpreter booking and fulfilment work in practice, improve accessible feedback methods for Deaf patients, and identify communication barriers alongside practical solutions. 

Pathways to Interpreting

Explore pathways to interpreting available in Wales/UK.  Identify barriers to becoming an interpreter and propose solutions.  Investigate ‘fast-track’ learning possibilities v traditional routes. Investigate methods of promoting interpreting as a career and specialisms available. 

Interpreting and Communication Support

We review current interpreting provision across Wales and work closely with providers such as WITS and Action Deafness Cymru. This includes assessing gaps in coverage, understanding regional needs and considering interpreter retention, while profiling in‑person, remote and VRS interpreting to map how support is delivered across different settings. 

Threats & Opportunities

To look at the increasing use of technology in enabling remote interpreting and video relay services. Investigate VRS services and report on issues and benefits. Explore whether VRS services should be regulated. Explore threats and opportunities of AI on future interpreting provision. 

What are we doing?

Patient Experience

Working with BDA Cymru and others to gather Deaf patient experiences and recruit Deaf participants for help with our research.

WITS and Action Deafness Cymru

We are members of the WITS Advisory Board and are working with BDA Cymru on a survey involving WITS and other interpreting agencies. We also work with Action Deafness Cymru to understand interpreter availability, regional provision, and the challenges affecting fulfilment in healthcare settings.

Interpreter CPD

We are working with BSL-English Interpreters to explore CPD and retention opportunities.

Pathways

We are exploring how Wales can support interpreting pathways and increase the number of interpreters.

There are too few BSL interpreters in Wales, which often makes it difficult for Deaf people to access the appropriate communication support for GP or hospital appointments.

Facts & Figures

  • Wales currently has 54 Registered Sign Language Interpreters (RSLI) in Wales.

  • Wales has 3.5% of the UK number of RSLIs.

  • There is currently no clear pathway to interpreting available in the Welsh education system.

  • WITS provides interpretation and translation in around 140 languages; BSL is the third most requested language.

  • Action Deafness Cymru provides BSL interpreters, Translators and communication support across Wales.

  • Four UK Video Relay Services operate nationally – none are based in Wales.

FAQs

How important is this hub?

This hub is vital to help us suggest solutions to better deaf BSL signers’ patient experience.  It will enable us to collect, record and analyse data to help us report issues, trends, and to help us formulate recommendations for positive change.

What kind of initiatives are planned?

We plan to conduct research with deaf BSL signing patients to find out key information about their patient experience. 

We will work with current registered interpreters, trainee interpreters, communication support workers and BSL learners to look at the journey to becoming an interpreter.

We will work with VRS providers, interpreting agencies, health boards and other relevant stakeholders to inform our work.

Why is this necessary?

Our Welsh Government and health boards always ask to see robust evidence to support calls for changes to improve the experience of deaf BSL signers in Wales. It is important to involve deaf patients, interpreters and others to gather this body of evidence.

I want to help - what can I do?

We would love your help – it may simply be sharing experiences or maybe helping us bring deaf people and others together in your area. We would be happy to discuss this informally with you.

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