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Chapter five: Experience of access and use of
BSL
5.1 In this section we consider in more detail, the
accounts that Deaf people gave of their interaction with
hearing people.
Reactions when alone
5.2 It is common for Deaf people to read the body
language of other people. Since they would not use the
voice of the person to judge their characteristics, a great
deal is understood from the way the person behaves. Deaf
people often believe that hearing people are indifferent or
rude. However, this can also make the Deaf person feel
disadvantaged.
"Usually hearing people have bad moods - I ignore
them and move away." A15
5.3 In Stornoway, they suggested that the response of
hearing people made them opt out.
"Really here is a quiet place with a few Deaf
people…. It is true we are passive." S1
"It depends on hearing people who frown, so I say
nothing - it makes me more passive." S4
5.4 The net result is that Deaf people tend to avoid
those situations and often will tell other Deaf people of
the problem. However, there is a risk of problems later if
it is the person's own health which is at stake.
"It happened to me some time ago, when I was
pregnant - I went for a check up in the hospital. I
told the nurse I was deaf and her reaction was
negative. So I got up and put on my clothes and walked
out. I never went back until the baby was born. Lots of
medical people do not sign and can't be bothered to
write down." A25
5.5 This theme recurs when dealing with medical
situations (which are covered in more depth below) - Deaf
people have little faith in their dealings with health
staff.
Taking a friend or advocate
5.6 Deaf people said frequently that they preferred not
to be on their own when they met with hearing people. A
great many people took friends or relations with them.
"I am an Asian woman; I don't speak English, only
little English as at home, I used my home language not
English with my family. When I go to council office, I
never go on my own, I always go with my mother who
always come with me and supported me with communication
so I always rely on her as she helped me out a lot, I
never do this on my own as I cannot read English but
only sign in
BSL." G4
5.7 People who admit to taking others with them often
see the problem as their own - it is they who have poor
English or who cannot cope - not the hearing service
provider.
"I never do anything myself I always rely on my
wife who is hearing and she does everything for me. I
don't know what to do if I had to do it, I can't cope
with things like that. I remember one time, I received
a letter from the council but my wife wasn't here at
the time, I didn't know what to do, so I had to ask my
next door neighbour to read it and explain to me. I
don't understand any letter that I get from my
council." C61
5.8 Older Deaf people who are married to hearing people
will recognise the situation above. As time goes on, the
dependence becomes greater. Interestingly, he claimed that
he could never understand a letter from the council. This
means of communication with Deaf people is usual. Many of
the respondents in the study simply could not read what was
written and were unable to respond. In other situations,
dependence leads to stress.
"Often I have a social worker with me but one time,
when on my own, they took away my pension book, without
explaining. I went home to my son and explained to him
what had happened. My son had to sort it out and got my
book back two weeks later." A21
5.9 In this example, the older Deaf person has his
financial lifeline removed without explanation (in a form
which he could understand). This practice, which might be
acceptable when explained to a hearing person, turns out as
seemingly quite wrong, when applied without
communication.
5.10 Not surprisingly, Deaf people express the need to
keep control. Many Deaf people will prepare in advance and
write things down or think through exactly what is to
happen. When this spins out of control because staff are
uncooperative, there is a natural reaction to walk away
from it and to give up. The older the person is, the more
likely it is that he or she will withdraw from this type of
risky situation.
Service personnel visiting the home
5.11 A basic problem in letting someone into the home is
how to tell that person of the nature of the problem and
how to monitor the job progress. The home needs to be
protected. When a person arrives with whom the Deaf person
cannot communicate, some adjustments are needed.
"Gas man came - no communication. He just came and
fixed it and then went. No explanation. What if there
was a risk. All services should be Deaf aware and learn
BSL." A1
"Plumber kept saying OK! OK! OK! with two thumbs up
but he did not give me any information about my tap
problem." C58
5.12 This experience is almost universal among the Deaf
community. Hearing staff from service providers have no
training in communication and the most basic Deaf awareness
practices are absent. Deaf people experience 'no
communication' in their own homes. Deaf people then may
adopt the strategy of overt monitoring of the work.
"I watched the electrician in my house. I was
"nosey" but I must know what he was doing in my house.
My hearing wife rings him but if she is not there, I
will ask a neighbour for help because they know me very
well. When any visitors come to my house I must stay in
the same room with them to watch them." B31
"Usually, I stay with the person and watch to see
the job being done. I need to know what is happening.
Sometimes the person is not happy being watched but I
tell them that I am Deaf." A9
5.13 It seems that hearing workers do not expect this
close observation but Deaf people in their own home feel
uncomfortable. Many Deaf people do not allow the service
person to be there without having their own hearing
representative in the house as well.
"Normally, I asked my parents to come and deal with
it. I don't trust the person. I don't like to ask my
father as I lose my independence but I feel safe with
him. I would prefer a Deaf plumber or a person who can
sign." A11
"Always asked my daughter to find the service
people. If she is not there, I don't know what to do. I
don't know what to say." C67
5.14 However, even in asking for hearing support, it is
the Deaf people who feel de-skilled in their own homes. One
of the Deaf people in Stornoway summed this up.
"Yes I had a faulty gas pipe. I contacted my father
who called the Council emergency number. The person
came and communicated with my father… I am not able to
communicate on my own as my English is poor. I need to
depend on my father. I wish I could deal with it but
how to communicate?" S1
5.15 Typically, people want to feel in control of the
situation in their own homes. It is a fundamental rule of
most cultures that one should respect the person at home.
When Deaf people invite hearing services into their homes,
they risk the loss of control and are treated with
dis-respect in regard to communication. At present, the
Deaf reports indicate that this appears not to matter to
the service provider because they perceive no effort being
made to bring an interpreter or even to find a way to
communicate. It is left to the Deaf people to make
adjustments in order to protect this cultural value.
5.16 Lack of communication is perceived also to lead to
wrong decisions.
"I had a problem with my boiler. I had someone come
around but his attitude was poor and he advised me that
I needed a new boiler. My instinct said no, I don't
need one. I ignored his advice because of his attitude.
I called a different company. The second person had a
better attitude and was willing to write down to
communicate. I felt more comfortable. He said I didn't
need a new boiler. I feel it is a risk for some Deaf
people who may listen to people who give them advice
because hearing people are "clever"." A8
5.17 In this description, the Deaf person confirms his
suspicion that hearing people are not entirely trustworthy.
Although it is sometimes true that hearing people complain
of poor advice and exploitation, Deaf people are
particularly at risk as they seldom have other people to
turn to for advice.
5.18 Deaf people are highly suspicious of any personnel
coming to the house and it is important for such staff to
be aware of the risks which Deaf people feel in regard to
this situation.
Dealing with Doctors and Health Care
5.19 In all surveys of Deaf people, contact with the
local
GP and with medical services is one of
the most problematic areas. Deaf people feel their personal
well-being is at risk and view the communication
transaction with some apprehension. However, some Deaf
people reported success with the doctor.
"My
GP is fine and understandable as he
is my family doctor for more than 30 years. He is Deaf
aware and uses gesture. No problem." A27
"My doctor can use fingerspelling. It helps better
to communicate. She has really good Deaf Awareness. I
am not very good at English. She wrote only simple
words. Most doctors do not do that!" A23
5.20 However, these responses were very much in the
minority; usually there were complaints of lack of
communication and problems of attitude. Deaf people as
usual partially solved the problem by taking a relative or
friend but in this situation, there are major questions
about privacy and independence.
"Always brought a friend with me. He knows a lot of
information about me." B38
"My aunt always goes with me to the
GP. I am not happy as it affects my
privacy and also can affect her if anything is
seriously wrong and she tells the family." A1
5.21 It is difficult to explain to hearing readers the
significance of this Deaf expression ("affects my
privacy"). In a hearing society, particularly in the
UK, personal privacy is closely guarded.
It is true that people have close friends with whom
personal problems can be discussed but people expect these
confidences to be respected. In any case, they have the
choice to make the information available to the other
person. In contrast, Deaf people receive second hand
information from other people. The doctor speaks and a
friend or relative passes on the information which is
deemed relevant to the extent of their communication
abilities - which is often not at the level of fluency in
BSL. The hearing person makes the choice
about which information to share with the Deaf person -
about that Deaf person's well-being. When the intermediary
is a family member, there is a serious dilemma about which
other people might be informed. The Deaf person has no
control over this - "He knows a lot of information about
me" - and there is a suspicion that the person "tells the
family". This creates great insecurity.
5.22 At the same time, the involvement of a family
member may cause severe problems for that person.
"Writing notes does not help. I am never happy with
doctors. Last year I went to hospital, my daughter
helped my as interpreter. It was impossible to find a
interpreter. It was a very bad experience. My doctor
told me I may have cancer but it really frightened my
daughter because we are in the same family it was not
right. I do not have any privacy." C54
5.23 Where Deaf people reject the intermediary, they go
to the doctor on their own. In this case, they have to rely
on the doctor's preparedness to make adjustments in
communication. In rural areas, where there are simply no
alternatives, Deaf people reported being unhappy about
their poor communicative contact with doctors.
"I am used to going on my own - all my life. ….
Doctor would write down just one word like 'operation'
or 'hospital'. I would show or point to my body where
the problem is. If there is a problem with the
children, my husband goes. I wouldn't want an
interpreter as it is my privacy. The doctor should sign
to communicate with me." c2
"I had a terrible pain here. He (doctor) told me
there was nothing wrong. I went back again. Same reply.
Six months later I went to see a different doctor, who
took an x-ray and told me I had xx (serious problem).
So I had treatment in the hospital. There should be a
nurse to interpret for Deaf people - not the family."
c3
5.24 This problem was possibly even more acute away from
cities where there are no services at all.
"I have a friend whom I taught to sign, This friend
helps me phone the doctor and sometimes comes with me.
Sometimes I go on my own. It is difficult to
communicate with the doctor - I have to lip-read or
write down. I only get a brief response. I had an
important test and waited for the result by letter -
there was none. That was three years ago. Also I had
another important test and I am still waiting for the
result. I told them I was Deaf and unable to use the
phone, so I gave them the number to fax me with the
result - no response. It is so hard being Deaf with
little support." d2
"It is so hard - there is no one to help with
communication. It is so difficult to explain to the
doctor what I want to say. It is difficult to do it by
writing….. Social worker never helps in Shetland. There
is a Deaf club but the social worker never comes to
meet us Deaf people to see if we need anything or any
help - nothing at all." d4
5.25 In the section on personnel visiting, Deaf people
lose control in their own homes; here Deaf people lose
control of their own bodies and their own well-being. The
problems that can be caused by these circumstances are
enormous. However, as before, it is the Deaf person who
ends up feeling bad about the lack of information or
explanation.
"..frustrated waiting in the waiting room. I often
have to wait a long time as they seem to forget about
me. I complained to the doctor about the lack of
display system and the doctor said they had no money.
Sometimes after leaving the doctor, I feel depressed
and angry because I don't understand the doctor. I feel
the doctor should write down all the information or
have an interpreter." A25
5.26 It is quite clear that Deaf people are outsiders in
health settings. It is very difficult to establish
ownership of their own health information. Adjustment is
seldom by the health professional and the net result is to
reduce the Deaf person's self esteem. Such problems also
have serious repercussions.
"The doctor explained but I did not understand. He
wrote notes but I didn't understand his handwriting and
jargon. I tried to explain about my baby son. I knew
there was something wrong with him but he just gave me
some medicine and never explained what I should do with
the medicine. It really stressed me. A few weeks later,
my son was really ill. The other doctor was shocked
about his serious illness. I am still very angry with
this." B41
5.27 In contact with health services Deaf people
continuously use the terms frustration and loss of privacy.
Deaf people often blame themselves for the problems with
the doctor - yet the root of this must be the service
provision as
every Deaf person can recount a bad experience
with health staff in hospitals or in a doctor's surgery.
From the lack of the simplest notions of Deaf awareness
(inability to tell the Deaf person it is his or her turn,
other than by shouting) to the most serious insensitivity
in refusing to write down or take the time to explain
properly, Deaf people's experience of health care is very
poor indeed.
Hearing people at work
5.28 When Deaf people work in an organisation, they
seldom work in teams with other Deaf people. While councils
and organisations try to increase the numbers of disabled
staff, there seems to be major insensitivity to the needs
of someone who does not speak. Poor interaction is commonly
reported. Deaf people struggle in a larger group of hearing
people especially in the work place and miss out on a whole
range of information which affects social well being, as
well as workplace practice. Despite the achievement of
having the job, Deaf people just feel isolated. This
sensation is not necessarily helped by the provision of
interpreters.
"I felt left out. Most hearing people talk to each
other and did not include me. I have ideas but they
made me feel passive because the interpreter was
interpreting what they said." A20
"Once I went to a conference - all hearing people -
without an interpreter. I walked out. I told the boss I
was not happy as there was no information." A9
"In my previous job (for 12 years) I had no access
at meetings. They refused to provide interpreters. They
said I should lip read." A13
5.29 It may be believed, in many circumstances, that
providing the interpreter, immediately solves the problem
of including the Deaf person, but what is apparent, is that
Deaf people do not feel this. Even, effective interpreting
has a time lag - the Deaf person receives the information
later than everyone else and in meetings where questions
are posed and answers given in a group, the Deaf person
simply misses the cues to respond - because the interpreter
is working behind the flow of the conversation. The first
quote above suggested that Deaf people became
"passive".
5.30 However, there are common situations (the second
and third quotes above) where there is no interpreter and
the employers somehow believe that the Deaf person can
cope. Usually the Deaf person is unable to follow what is
going on. Even in situations where hearing people seem to
show an interest or where there is supposed to be signing
by other staff, it rarely works out.
"I used to work with a small hearing group. I was
involved but later the group started to grow and I no
longer felt I belonged. I was never involved in any
social events because of the communication problem."
B46
"I was involved with a Deaf organisation group. All
staff were expected to sign in front of Deaf staff but
they forgot. If there were more Deaf people present, it
might encourage them to sign more, not use voice."
B40
5.31 The message is very clear that one to one
conversations may be manageable for Deaf people but without
an interpreter they will be isolated in hearing groups in
any environment. Even if there is a policy to use signing,
it is unusual for it to be carried through and there are no
penalties for hearing staff who fail to follow the
rules.
5.32 Perhaps it is easy to sum up the responses in this
area with one quote.
"Before I worked for the Deaf organisation, I used
to work with the hearing. I would get on with my job
although there was a communication barrier. Since I
have worked for the Deaf organisation, it has really
opened my eyes. All the information is available, and
accessible. It was a great culture shock for me. Now if
I have to go back to work with hearing - no thank you.
I would rather be unemployed." A8
5.33 Deaf people's experiences of the workplace when
surrounded by hearing colleagues is usually one of
marginalisation. When there is more than one Deaf person
there is at least communication but marginalisation all the
same. Only when the majority are Deaf and the practices
adopted are suited to signed communication, is there
comfort and involvement.
Comments on Experiences
5.34 It is hard not to present a deeply gloomy picture
of the experiences which Deaf people have in their dealings
with hearing people. In regard to public services, whether
as a consumer or as a colleague, Deaf people report
frustration, unhappiness and isolation.
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