How can you be accessible for the Deaf?
Recently I had a conversation with some of my family telling them how I love my dentist because of how accessible they are. I thought that I’d share this with you, especially if you are a business owner. How can you be accessible for the Deaf community?
It is in the Americans Disabilities Act (ADA) that all medical offices and businesses must provide an interpreter if a Deaf person requests one. Not all Deaf people will request an interpreter, so I thought I’d share how you still can provide accessibility without an interpreter.
I do not request an interpreter for the dentist because there’s so little conversation that takes place. So I feel comfortable to go sans interpreter. Every time I walk to the chair, I’m always impressed with how the hygienist has everything ready for me. There is a TV monitor near the chair that is typically used for viewing charts, x-ray scans, etc. She would have a Word document open with a message for me, greeting me and informing me about what’s on the schedule (we need to do x-ray pictures today, etc). She also has a notepad with pen ready on the chair. The hygienist would take the time to ask me questions and make sure I’m ready before she starts the cleaning. When the dentist comes to checkin, sometimes I can lip read her but the hygienist still types what is said. This is how you provide accessibility, offering ALL options. I have the option of lipreading or to look at the computer. It is so helpful because I do understand my dentist pretty well but I STILL miss some words here and there.
This was super helpful when my dentist was absent on one of my visits, I had a different dentist that day. It’s harder for me to lip read someone I not familiar with, that day I relied on the computer for all my information. Imagine if the hygienist didn’t do that? I would’ve left that day not knowing half of what was said.
As I mentioned, the hygienist places a notepad with pen on the chair. These days with technology it is easier for Deaf people to type notes on the phone if needed. The thoughtfulness of providing paper and pen even through I didn’t need them, still gives me the sense that the hygienist is trying. That act alone makes me much more comfortable, calms my nerves and I do not feel that communication with be stressful. She’s not leaving it all on me to ‘work’ for the communication, but making that line open for both of us. I appreciate her so much, she does this EVERY visit and never misses.
It still is so important to provide paper and pen especially if we don’t have access to our phones or something. For example in hospitals: if we are doing medical procedures, or are some place where phones are prohibited, and there’s no interpreter - you need to remember to give the Deaf people something to communicate their needs. It’s important to not only focus on HOW you can communicate, but also remember to give THEM that accessibility.
When people ask me if I can lip read, I know many aren’t aware that question can be ableist. It’s implying that the Deaf person should do all the work of lip reading, communicating, and understanding. Make the communication easier for the hearing people because that’s what they know. Think about if it was reverse, if we (Deaf people) ask EVERY hearing person we meet, “Do you know how to sign?”. I would think many of you may feel some kind of guilt (for not knowing sign) or feel pressured to communicate because of the implication behind the question.
The dentist office is the best accessibility out of all medical offices/appointments I’ve had in my lifetime. My doctor’s office is getting there too. Growing up, I’ve always relied on my parents to do all of the communication with my doctors but this is naturally for children. Once I moved to Connecticut I had to find a new doctor as an adult. My first Doctors was not a good experience, there was a lack of communication, accessibility issues and the office had difficulties providing me a certified interpreter. After a while of this, I switched to a new doctor. I was so traumatized by the interpreter issues from the prior office that I didn’t request one with my current doctor. My husband does it all. However, I did noticed a growth of awareness over time with the doctor office. They email me instead of calling my husband, I can email my doctor with questions or place pharmacy orders. That gives me a huge sense of independence. The front office staff also seems to be learning some ASL.
I like to be looked at as an individual when I visit a business instead of relying on others for communication. They should not rely on my husband to interpret for us. It gives me more confident when they give me that accessibility because that is a sense of independence for Deaf people. So how can you be better if you have a Deaf customer without an interpreter? Always have all options ready.
Aside from medical offices or professional businesses, I do favor stores and places where there’s someone who is helpful in communicating. When I have a great experience (even if it was only once), I’ll be a loyal customer. I have to admit that I even pay attention to the schedules so I know when a specific person would likely be working.
If you don’t have the ability to provide pen and paper, or there are no phones near by … gesturing still goes a long way. Patience too, I always get tense when I stand in a line, with more people behind me. I have no idea how patient the employee would be with me. I’ll share one ‘wrong’ example. I went to a local donut shop to get donuts and coffee to surprise my husband. I’m not familiar with coffee orders because I’m not a coffee drinker. I don’t know all the jargon. I asked for ‘white chocolate mocha coffee.’ The barista stood there and stared frozen at my phone screen. I could sense that the wheels were turning in her mind, I knew she had a question. She didn’t ask. I pointed at the menu behind her, implying she could point to what she was trying to ask me. She didn’t do that, but instead walked to another employee and talked a little. That was it. I assumed she got the order. I ended up going home with an iced coffee with mocha syrup. I had asked for a HOT coffee and the coffee that was already white chocolate mocha flavored without additional flavors.
I was frustrated that she didn’t have the patience to gesture or try to ask her question. She didn’t even try to talk to me. That’s a huge wrong example how to treat your Deaf customers. I understand that the girl might’ve been nervous and never met a Deaf person so she froze. We are so used to that, we have the patience to wait and be sure that we are understood. We WANT to be understood. Do not assume. Just TRY.
I have so many more right and wrong stories but it’d make this blog post too long. I’m very willing to have further conversation with anyone who wants more tips or advices on how to provide accessibility. If your situation is more specific, please don’t hesitant to reach out to me for more help or ideas. It will make every Deaf person’s day if someone puts in the effort to provide accessibility for all of us at your business. Truthfully, that also will get you MORE customers because we will be raving about you.