British Sign Language in Advocacy
Supporting James through NHS Independent complaints advocacy with BSL interpretation
James is a Deaf man who uses British Sign Language (BSL) as his primary form of communication. He was unhappy with the treatment he received at his local hospital and wanted to make a formal complaint. However, he wasn’t sure how to go about it and was worried that his concerns wouldn’t be understood properly.
After hearing about our Independent NHS Independent Complaints Advocacy service, James got in touch. He was connected with an experienced advocate, who reassured him that he had the right to raise concerns and receive support throughout the process.
Recognising the importance of clear communication, his advocate arranged for a qualified BSL interpreter to be present at all their meetings. This ensured that James could fully express his concerns, ask questions, and understand his rights within the NHS complaints process. With the interpreter’s support, that advocate helped James document his complaint in a way that accurately reflected his experience.
Throughout the process, the advocate worked closely with James, keeping him updated on responses from the NHS and ensuring he understood each stage. The use of BSL interpretation made a significant difference, allowing James to feel fully involved and in control of his own complaint.
With the right support in place, James felt empowered to challenge his treatment, and, as a result, changes were made within the hospital to improve communication for Deaf patients in the future. James told us he felt heard and valued, and he was grateful that the advocacy service had made sure his voice counted.
This case highlights the importance of accessible advocacy services and how working with BSL interpreters ensures Deaf individuals have equal access to justice and their rights within the healthcare system.
To find out more about Sign Language Week at Your Voice Counts, read this blog from our Head of Advocacy Sharon de Jesús at Sign Language Week 2025.
For information about our Independent NHS Complaints Advocacy Service, visit NHS Independent Complaints Advocacy | yourvoicecounts.
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