Improving British Sign Language Users’ Access to Health Services
22 March 2025
ResPeo were commissioned by Deaflink to evaluate the British Sign Language (BSL) Health Navigator programme. The evaluation was supported by The Health Foundation as part of their Q Exchange scheme. The Health Navigator programme is a partnership between Deaflink and NHS trusts in Newcastle and Northumbria to improve the experience of BSL users when they use the hospital services. Health Navigators support BSL users, explaining the healthcare processes and information they are given, helping them understand the options available to them. The aim of the programme is to advocate for dDeaf people to get the best healthcare possible.
ResPeo used a tailored methodology that combined quantitative data with accessibility insights and qualitative feedback. This approach allowed us to evaluate the programme from multiple angles, ensuring that we captured its full impact while addressing the unique needs of the BSL community. By blending data with experience insights, we provided a well-rounded evaluation that reflects the programme's effectiveness.
Methods
Mixed methods of evaluation included: Initiation and Familiarisation, Cost Benefit Analysis, and Online Insight Workshops.
The strength of our methodological approach ensured that ResPeo were able to gather data capturing a range of viewpoints throughout the evaluation.
Findings
The six-month evaluation of the British Sign Language (BSL) Health Navigator programme, conducted from November 2023 to April 2024 by ResPeo, shows promising results in improving healthcare access and experience for BSL users.
The evaluation found the programme to be cost-effective, reducing complaints, increasing interpreting fulfilment, and boosting the uptake of interpreting services. Despite challenges in data access, the programme’s scope for improvements in patient experience and trust highlight its potential.
The evaluation’s key recommendations urge provider organisations to consistently apply the Accessible Information Standard, uphold Disability Rights, and strategically fund the programme to sustain its positive impact on healthcare equality for the dDeaf community.
Challenges
The evaluation of the BSL Health Navigator programme aimed to understand its impact on improving outcomes, access, and wait times for BSL users, addressing inequitable access. Key challenges identified include ensuring patient empowerment from access to discharge, quantifying costs and benefits, and assessing their balance.
Additionally, the evaluation sought to uncover key learnings from the programme's delivery, the potential and impact of the Health Navigator role, and sustainability considerations for broader system adoption. Barriers and opportunities faced by Health Navigators in fulfilling their roles were also explored, highlighting areas for further improvement and support.
