Spotlight: International Day of Sign Languages and Silent Voices

Silent Voices

Silent Voices is a long standing engagement initiative that has been hosted by Healthwatch Salford since 2019. The project brings together d/Deaf British Sign Language (BSL) users on a bi-monthly basis to identify and address key issues affecting their experiences with health and care services. Initially commissioned by the Salford Clinical Commissioning Group and now supported by NHS Greater Manchester, the project aims to empower the d/Deaf community and influence meaningful improvements in service accessibility and quality. 

Key achievements include: 

• Awareness Raising: Developed a series of ‘Top Tips’ videos to educate health and care professionals on d/Deaf awareness and communication best practices. 

• Improved Access to Services: Played a pivotal role in the commissioning of a BSL relay service, enabling better access to GP practices, pharmacies, and opticians in Salford. 

• Inclusive Feedback Mechanisms: Supported the creation of a BSL video portal where individuals can share their experiences or submit complaints in their preferred language. 

• Community Engagement: Organised a d/Deaf drop-in event, providing a platform for community members to voice their views directly to health and care providers.

Deaf Engagement Toolkit 

As part of a broader initiative, Silent Voices is co-developing a Deaf Engagement Toolkit with NHS GM, drawing on lived experience and community ties across Greater Manchester. The group began by mapping Deaf engagement across GM’s 10 boroughs and identifying accessible approaches. In 2025–2026, the group will expand to represent all boroughs, unify key themes, and collaboratively hold services accountable.

Collaborative Work in 2024 

In addition to achievements listed previously, the collaboration between Silent Voices and the Northern Care Alliance (NCA) has played a vital role in shaping the d/Deaf Strategy. By actively incorporating feedback from service users, the NCA has identified key areas for improvement and gained meaningful insights through personal experiences. This has helped colleagues develop a deeper understanding of the challenges faced by the d/Deaf community. As a result, the NCA has introduced several enhanced methods for d/Deaf patients to connect with its services, including: 

• A BSL text reply service within interpretation and translation, allowing patients to check interpreter bookings independently. 

• A BSL text reply service for PALS. 

• A direct email for appointment queries: dDeaf.Appointments@nca.nhs.uk. 

• Guides for staff on how to best support d/Deaf patients in clinics, wards, and emergency care. • Ongoing work to improve access to induction loops. 

• The reintroduction of the Communication Needs Passport, with messaging on the importance of 'ask, listen, do.' • Pictorial resources now available in all care areas. 

• Clear window masks made accessible.

 • A business case for SignLive, currently under review. 

• Updated interpretation and translation guidance, ensuring staff follow best practices. 

• Improvements to special needs coding on patient systems, supported by training. 

• New training packages in development and promoted where possible, though not yet mandatory. 

• A 20 BSL healthcare signs video, introduced as part of the training alongside a member from Silent Voices and the executive team. 

• A staff intranet, providing resources and support information. 

• A new page on the main website for service users to access relevant information and resources will soon follow. 

The coproduction work has also enabled the NCA to engage with other local d/Deaf communities across its footprint, with the valued support of their respective Healthwatch organisations. Healthwatch Bury, Oldham and Rochdale have also expressed a strong interest in collaborative working and welcome any initiatives aimed at improving patient experience