RNID research reveals a major NHS training gap is putting millions of deaf people at risk
Hearing loss charity RNID has exposed an overwhelming lack of NHS staff training in England on their legal duties towards people who are deaf or have hearing loss, leaving millions of adults facing significant health risks.
A series of Freedom of Information (FOI) requests from RNID, a national charity supporting the 18 million people who are deaf, have hearing loss or tinnitus – has revealed a shocking 92 per cent of NHS staff in England have not completed training on the Accessible Information Standard (AIS).
The standard – which has been in place since 2016 – sets out patients’ rights under the Equality Act and ensures the NHS meets its obligations towards the needs of people with a disability or sensory loss.
The findings follow a damning report from charities RNID and SignHealth, Still Ignored: The Fight for Accessible Healthcare, which revealed how the NHS is routinely failing to apply the Accessible Information Standard, leaving over six million adults who are deaf or have hearing loss regularly facing an uphill struggle to get vital information on their own health – including serious illness.
RNID has been told of devastating cases including patients having not understood they are dying, that they have received a cancer diagnosis, or that they have experienced a miscarriage.
The charity is calling for urgent action from the Government to address the issue and for the Accessible Information Standard training module to be made mandatory across the NHS.
In total, 212 hospital Trusts and ambulance services in England were asked by RNID how many of their staff had completed Accessible Information Standard training module. Of the Trusts that responded to the RNID with a figure, the majority reported that under one per cent of their workforce had completed the training.
In addition, 10 hospital trusts in England reported that none of their staff had completed the training. These are Berkshire Healthcare NHS Foundation Trust,
Of the Trusts that responded, just 11 reported having workforces where 50 per cent or more staff have completed the training module.
The Accessible Information Standard is in place to ensure that NHS and adult social care services offer extra support to meet the accessibility needs of people with sensory loss – support they are required to offer by law.
For example, providing people who are deaf or have hearing loss with an accessible alternative to the telephone to be able to book appointments or receive test results, or communication support, such as a qualified British Sign Language (BSL) interpreter to ensure they can understand appointments and procedures.
However, according to RNID and SignHealth’s Still Ignored report, as a result of the NHS failing to provide accessible healthcare: almost one in 10 people who are deaf or have hearing loss have avoided calling an ambulance or attending A&E, one in four have avoided seeking help for a new health concern and seven out of 10 (70%) say they have never been asked about their communication needs.
According to RNID research, NHS staff blame lack of training and time, plus poor IT systems and processes as major factors behind failings.
Only one third of NHS staff say they are aware of the Accessible Information Standard and only a quarter (24%) say they can always meet the information and communication needs of patients who are deaf or have hearing loss.
NHS staff who do not feel confident that they can always meet patient needs face four main barriers: a lack of training (34%), a lack of time or capacity in workload (32%), a lack of standardised processes (31%) and a lack of functionality of IT systems (30%).
An update to the Accessible Information Standard was published in July 2025, but RNID has previously said the update does too little to ensure the NHS will follow it.
Crystal Rolfe, Director of Health at RNID, said: “These responses from NHS Trusts up and down the country paint a bleak picture of the kind of communication you can expect if you need medical attention, and are deaf or have hearing loss.
“It’s very concerning but sadly not surprising that 92 percent of NHS staff have yet to complete such important training, potentially leaving millions at the mercy of substandard care, or worse.
“Deaf people and those with hearing loss shouldn’t have to think twice before calling an ambulance, or wonder if they’ve properly understood a diagnosis they’ve been given.
“Every day, healthcare in this country is letting people down because of an unequal and inaccessible service and this simply must change.
“We call on the Government to take this issue seriously and make AIS training mandatory, and ensure the NHS is a service that meets the needs of everyone.”
RNID is campaigning for training on the Accessible Information Standard to be made mandatory for all NHS staff.
The RNID is requesting that the DHSC (Department of Health and Social Care) ensures that work to improve the NHS Accessible Information Standard (AIS) is properly resourced and prioritised, and is leading on a transformation plan to ensure that people with communication needs can access the healthcare they need.
It is also requesting that the AIS is enforceable for the NHS, through the strengthening of legislation on NHS information standards.
In September 2025 the RNID urged the public to help drive a major step forward in deaf awareness after a report revealed that over two-thirds of deaf people have experienced negative behaviours and attitudes in everyday life.
