Case Study: Healthcare Accessibility

Deaf Services Unlimited is a nationwide ASL interpreting and CART captioning agency. We partner with thousands of clients to offer accessible communications to countless Deaf and hard-of-hearing individuals on a daily basis. We exist to make conversations happen.  

In the complex world of healthcare, effective communication is crucial for ensuring quality patient care and positive outcomes. In this interview, we sit down Alexander Lennon of Hearing Care Solutions, a valued client of Deaf Services Unlimited, to explore their experience using our interpreting and captioning services. From overcoming communication barriers to enhancing patient engagement, Alex shares how our services have made a meaningful impact in their practice and improved the healthcare experience for both staff and patients alike. Join us as we dive into their journey and the significant role that accessible communication plays in healthcare. 

What is your name, company name, and what does your organization do? 

“My name is Alexander Lennon, I am the Director of Product Support and Client Services for Hearing Care Solutions, a company that provides access to hearing healthcare and audiological services for benefitted and non-benefitted patients.” 

How does your organization approach accessibility and inclusivity? 

“Hearing Care Solutions feels that it is important to not merely acknowledge but celebrate our cultural differences, as well as the ties that bring us together. We encourage our representatives to express themselves in their unique, traditional, and personal style. 
Additionally, given the nature of our work, we make a point to ensure that all our representatives are educated and considerate regarding differences of ability, cultural background, and circumstance.” 

Did you experience any roadblocks in pursuing access services? If so, what did you find those roadblocks to be? 

“I wouldn’t necessarily call it a roadblock, but I feel establishing quality communication and an effective working relationship for access services is critical and can be difficult with some companies/programs. Beyond this, the biggest roadblock is ensuring that our patients are content to utilize the service offered, as they may have had positive experiences with an alternative access service provider and prefer them over the established program.” 

What was your team’s process for communication access services prior to using DSU services? 

“DSU has been our communication access service throughout the course of my time overseeing these requests. We have used alternative programs, upon patient request, but our preference has consistently been DSU because of the high degree of compatibility, coordination, and quality of communication between our companies.” 

What is your organization’s workflow process for providing communication access now using DSU? 

“Our workflow process can be summarized thusly: 

1. Patient requests communication access services or otherwise notifies a forward-facing representative that said services are necessary. 

2. A request for communication access services is generated for our Clinical Team. 

3. Our Clinical team works with the patient, provider, and access service to find a date, time and method of service (on-site vs. VRI) that all parties find to be amenable. 

4. Confirmation of said services is generated for the involved parties, pending reschedule or cancellation if requested.” 

What made you choose DSU for your communication access services? 

“As noted above DSU has excelled when it comes to communication, coordination, and support across any requests HCS has made both regarding ASL translation services and maintaining internal documentation and records of requested services, allowing us to accurately assess our needs and preferences.” 

What’s the biggest impact DSU communication access services have made for your organization? 

“Extending the reach of hearing healthcare not merely to those with mild to severe hearing loss, but also those with profound loss or deafness is critical to HCS’ mission statement. We consider it critical to ensure anyone and everyone who can benefit from hearing healthcare and audiological assistance can access that care. Understanding and addressing hearing loss is, inevitably and inextricably, about communication.” 

What advice would you give to an organization looking for access services for the first time? 

“As I had mentioned, a critical component of our successful relationship with DSU has been the effectiveness of our ongoing communication, coordination, and support. I would urge any company seeking access services to identify these traits within any points of contact associated with a new contract and ensure that you foster that relationship. 
It should go without mentioning that a solid SOP is necessary for effective workflow, but try to establish stopgaps or procedures for edge cases before they become emergent, to save yourself a headache. 
Finally, don’t be afraid of extolling the virtues of your contracted partner to your clients and providers, it can assist in ensuring a good outcome for any scheduled associates.” 

We at DSU are so thankful for clients who share our values of accessibility and inclusivity. If your healthcare organization is looking for a strategic partner for communication access services, visit us at www.deafservicesunlimited.com/services/healthcare/ to see if DSU is the right fit for you!