A council in west London has issued an apology after it failed to adequately assist a deaf man who required British Sign Language (BSL) interpreters while receiving care.
Hammersmith and Fulham also committed to compensating the man’s granddaughter with £450 and promised to “evaluate its procedures” concerning the provision of BSL interpreters.
The Local Government Ombudsman identified multiple deficiencies in the services provided by the council, noting that the staff at a facility referred to as Care Home B lacked training in BSL, despite the specific communication needs outlined in the man’s care plan.
A representative from the council stated that they “sincerely” apologize to the family and are taking steps to ensure that similar issues are avoided in the future.
According to the Local Democracy Reporting Service, the man, known as Mr. Y, had several health issues, was profoundly deaf, and communicated using sign language. His daughter, Ms. Z, served as his primary caregiver, while his granddaughter, Miss X, is a qualified BSL interpreter.
In March 2024, after his discharge from the hospital, Mr. Y was placed on a care plan that acknowledged BSL as his first language and noted his need for a BSL interpreter. Due to challenges in finding caregivers fluent in BSL, his daughter was asked to assist with communication.
In September 2024, Care Home B informed the council that it had consulted with Mr. Y’s family, who were agreeable to his relocation to the home on the condition that BSL support would be provided.
The care plan suggested that the staff at the home should acquire basic BSL competencies, but the care home claimed it had not received any training in BSL or deaf awareness.
In December 2024, Mr. Y was moved to another care home and was soon hospitalized, where he later passed away. Throughout this period, Miss X raised several complaints regarding her grandfather’s care with the council.
Following these incidents, an agreement was reached with the council, which included an apology to Miss X, a compensation payment of £450, and a review of their BSL interpreter procedures.
A spokesperson for Hammersmith and Fulham Council remarked, “We sincerely apologize to the family. Securing specialized British Sign Language and deaf relay interpreters for care facilities presents significant challenges, and we are committed to ensuring this situation is not repeated.”
