Ensuring Accessibility at the Doctor’s Office

Ensuring Accessibility at the Doctor’s Office 

Recently, I visited an outpatient surgical center for a procedure that was unrelated to my disability. I have Cochlear Implants and I use external processors on both my left and right ears. Without these processors, I am completely deaf and I do not use sign language, but I can lip read. Since this outpatient surgery visit involved surgery around my left ear, I was unable to wear my left ear processor during many of the procedures throughout the day. My left ear is my dominant ear and the one I have relied upon since I wore a hearing aid in my youth and now a CI processor as an adult. I was implanted roughly five years ago, so I am still adapting to new sounds almost every day. And though I can hear still sounds from my right ear and understand some speech with the help of lipreading, it is not nearly as good and far less reliable for any situation.  

Another issue was that some of the nurses wore masks. Understandably, healthcare workers are exposed to hundreds of patients and many patients may be sickly or equally vulnerable as well. When some of the nurses with masks tried communicating with me, I was unable to understand clearly what was being said with the limited hearing and speech recognition I have using just my right ear processor. Thankfully, the nurses realized when I was having difficulty understanding them and pulled down their masks and I was able to lip read and understand what she was asking me. Sometimes I had t remind them that I couldn’t understand what they were saying and they would pull down their masks then too. And though I did explain to the nurses and the doctor that I was hard-of-hearing, this isn’t always understood by them until the communication attempts fail. These were, of course, frustrating moments for me and it made me realize that while I had sometimes forgotten to alert the nurses about my hearing difficulty it also demonstrates how ill-equipped medical offices can be when assisting patients who have a disability.  

Advocating for yourself 

One of my biggest mistakes that I made before this recent outpatient visit was that I did not tell the medical office staff ahead of time that I have a hearing disability. This was a new medical office that I was visiting for the first time, and the staff did not know me. Although while I did explain to several staff members throughout the day about my hearing disability, it is always difficult to fully emphasize what that means in the fleeting moments you are moved around the building to various rooms and undergoing various procedures. People may acknowledge what you’re telling them and perhaps say they understand, but in reality, they really do not. Doctors and nurses work in the medical field and they are cognizant of different types of people and patient needs. But they are also human, and they will not fully understand your lived experiences.  

So, you should always try to contact the medical office well ahead of time before your scheduled visit, especially if you are visiting a new place for the first time. Most medical establishments today have several options to communicate with them now, such as via text, through their private office portal, or email, that you can use to get in touch with staff. You can also call them and speak with someone by phone if you are able to do so. However, make sure that you are upfront and explain very clearly what your needs are and how they might be able to make the visit easier for you. Ask about the office building.  

• Is there accessible parking available? 

• Is the medical office located on the ground level or on another level?  

• Is there access to an elevator?  

The Americans with Disabilities Act (ADA) standards require that medical offices are designed and constructed to be accessible for individuals who have mobility issues. This includes accessible access to their office, health care facilities, and services for individuals who use a wheelchair, walker, scooter, or crutches. These facilities should have full and equal access to everyone and also make reasonable accommodations with policies, procedures, and practices where necessary.  

Though these standards address individuals with mobility issues, what about other disabilities? Persons with disabilities who have less visible disabilities compared to others, such as deafness, blindness, or those who are neurodivergent, still require this same equitable access and treatment. People may not immediately recognize or understand your differences, so this is why it is especially important to let staff members and your doctor know about them so they can try to assist you as best as possible.  

You will probably want to ask about the medical office too and any check-in procedures they may have when you arrive. While many facilities will have similar check-in procedures, some will be slightly different from others with their own requirements before you can begin your patient visit.  

Visiting the Medical Office 

On the day of the medical visit, it is helpful to try to arrive as early as possible to allow plenty of time for check-in procedures and any potential delays, such as traffic or parking issues.  

If you’re able, it’s also helpful to bring someone with you — a caregiver, family member or friend — for the medical office visit. Don’t ever think it is unnecessary to bring someone with you, even for minor medical visits. Though it is never a requirement that you bring someone with you, having another person there can provide physical and emotional support for you during the day. This person can help you navigate the medical office before and after your procedure, bring you drinks and food if you’re there for longer hours, and is available to transport you home safely if needed. You can and should ask the medical office staff about when and where your companion is allowed go while you’re there for your visit. Some sections of the medical facility may be restricted to just the patient, so your companion may have to wait in the waiting area or lobby until you return.  

However, there may be some exceptions made depending on your specific needs and wishes and if the medical office staff allows them. But remember, it is important to ensure that you are clear and upfront with the medical staff about your particular needs to make sure they are providing an accessible visit as much as possible. I was fortunate to have my spouse or my friend there with me for these visits to the medical office. Having someone there was as source of comfort and was helpful during moments of communication where I needed something clarified or when the nurses provided any follow-up procedures for at home care.  

Additionally, you should come prepared for the visit by bringing as much information with you as possible. Even if you have been to the medical office before and though they may have most of your information stored electronically, it is still a good idea to bring information and documents with you as a backup. Some important items you should bring include:  

• Your ID 

• Existing medical records 

• List of your medications 

• Questions you have for your doctor 

Another important tip is to review any paperwork that is provided to you before your visit. If the medical office did not provide you with any paperwork, don’t hesitate to ask. They may be able to provide you with excellent information, such as directions to the medical office, helpful parking information, and what you should be prepared to expect throughout the duration of your visit there.  

Revisiting Your Experience  

Medical offices will typically send out a follow-up survey to their patients. This a great opportunity to revisit your experience there and to provide them with important feedback about what was good or bad and ways that they can improve. As members of the disability community, we have a distinct advantage to help medical staff understand our needs so they can make any necessary adjustments or better understand these experiences in order to make them more positive and accessible for others in the future.  

In the News:

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