Healthcare
Floor mat hearing loop in front of pharmacy counter. Photo credit: Audio Directions
Counter hearing loops at check-in counters at medical offices. Photo credit: Audio Directions
Portable counter hearing loop on bedside table at hospital.
A doctor visit or hospital stay can be stressful enough, but if you do not hear well, that stress is compounded because of the critical nature of the information being disseminated. It is essential for the patient’s health and well-being that they clearly understand doctors’ and medical staff ‘s instructions. Understanding and asking appropriate questions can avoid mistakes and misunderstandings, which helps the patient to make reasoned decisions and get the safest and best care possible.
Possible Assistive Listening System Locations
- Service desks: emergency room check-in, information desk, pharmacy (Counter hearing loops)
- Individual patients: consultation, patient room (Portable counter hearing loop, portable FM system)
- Rooms: auditoriums, community rooms, chapel (Permanent hearing loop, FM, IR)
Because communication is a cornerstone of patient safety and quality care, every patient has the right to receive information in a manner he or she understands. Effective communication allows patients to participate more fully in their care. When a patient understands what is being said about his or her care, treatment, and services, that patient is more likely to fulfill critical health care responsibilities. Communicating effectively with patients is also critical to the informed consent process and helps practitioners and hospitals give the best possible care.
—The Joint Commission Comprehensive Accreditation Manual for Hospitals , “Rights and Responsibilities of the Individual” Chapter, Introduction to Standard R1.01.03 (2019)
Resources
- Paragraph template and checklist. Describe your assistive listening system on your webpage. Promoting Your Assistive Listening System, with Checklist by the Center for Hearing Access (2 pages, pdf)
- HLAA (Hearing Loss Association of America)
- Toolkit (patients and providers) Guide for Effective Communication in Health Care (34 pages, pdf)
- Quarterly articles with patient stories (webpage, each article is 2 pages)
- Program Communication Access in Health Care (webpage)
- Article Effective Communication in Medical Settings: Your Rights Under the Law. Hearing Life Magazine, Spring 2022 (2 pages, pdf)
- Medicare, November 2023. Improving Access to Care for People with Disabilities with a handout Improving Communication Access for Individuals Who Are Deaf or Hard of Hearing (20 pages, pdf)
- ADA Business Brief, 8/11/05. Communicating with People Who Are Deaf or Hard of Hearing in Hospital Settings (webpage)
- Short Video, 2024. Enhancing Healthcare: A Guide for Interacting with Individuals with Hearing Loss, individual contributor, (video, 4 minutes)
- Library. Zotero online library (healthcare) with articles, websites, and examples (webpage)
- Library. Zotero online library (pharmacies) with articles, websites, and examples (webpage)
Legal
- ADA Webinar, 8/22/24. Webinar on the ADA’s Effective Communication requirements in healthcare settings. Steve Gordon.
- Final HHS Ruling, 4/26/24. The U.S. Department of Health and Human Services (HHS) Office for Civil Rights (OCR) and the Centers for Medicare & Medicaid Services (CMS) issued a final rule under Section 1557 of the Affordable Care Act (ACA) advancing protections against discrimination in health care. New Rule to Strengthen Nondiscrimination Protections and Advance Civil Rights in Health Care (webpage)
- DOJ, 4/14/23 U.S. Attorney’s Office Reminds Healthcare Providers of ADA’s Effective Communication Requirements (webpage)
- Webinar, 5/3/23. Sweet. Kara, and Steve Gordon. “Episode 117: ADA and Effective Communication in Health Care Settings with the Department of Justice – ADALive!” (webpage). PowerPoint slides (pdf)
- ADA Healthcare Webinar Series. 16 recorded webinars. The series topics cover physical accessibility, effective communication, and reasonable modification of policy issues under the Americans with Disabilities Act of 1990 (ADA). (webpage)
- Agreement, Seattle Washington, 2018. Swedish Medical Center First Hill Hospital Settlement Agreement. Discrimination includes failing to take such steps as necessary to ensure that no individual with a disability is excluded, denied services, segregated, or otherwise treated differently than any other individual because of the absence of auxiliary aids and services (webpage)
- Justice Department, updated 2014. Justice Department Announces Americans with Disabilities Act Barrier-free Health Care Initiative by US Attorney’s Offices Nationwide (webpage)