01 Aug Accessible communication solutions for hospitals and care settings

Understanding accessibility requirements in health and social care

It’s essential that all organisations providing NHS or publicly funded adult social care must comply with the Accessible Information Standard (2016). The Standard requires services to identify and meet the information and communication needs of people with disabilities or sensory loss, including those living with hearing loss.

For care homes and healthcare environments, this means having appropriate systems in place so that residents and patients can receive and understand information about their health, wellbeing, care and treatment.

Hearing loss and its impact on patient and resident experience

Hearing loss affects around one-third of people over the age of 65 in the UK. In health and care settings, this can have a direct effect on how people engage with services. Studies have shown that higher levels of hearing loss are associated with lower levels of patient participation, meaning that individuals may feel less able to contribute to decisions about their own care.

In residential care especially, where conversation underpins daily life, the consequences of misunderstanding can quickly compound.

Why hearing aids alone are often not enough

While hearing aids provide essential support, they are not always effective in busy environments. In standard settings, many devices amplify all surrounding sound, not just speech – which can create a confusing cacophony for users.

In care homes, background noise from televisions, equipment, group activities and general movement can make it difficult for residents to distinguish individual voices. Over time, this can lead to withdrawal from communal spaces and reduced engagement with staff and peers.

Adjustments for hearing support should be considered alongside other accessibility measures, such as physical access or visual signage.

How hearing loop systems improve speech intelligibility

Hearing loops, also known as induction loops, are a proven assistive listening solution and are already widely used across public buildings, hospitals and GP practices.

Speech is captured by a microphone and converted into a magnetic signal, which is picked up by the telecoil inside a compatible hearing aid or cochlear implant. This allows the wearer to hear speech more directly, with reduced interference from background noise.

Once installed, users simply switch their hearing device to the “T” setting. If required, this can be activated by an audiologist.

Supporting the Accessible Information Standard in care settings

By providing effective assistive listening technology, care homes can better support residents’ ability to participate in everyday activities, understand staff clearly and remain involved in decisions about their care.

For staff, these systems reduce repetition and frustration, helping day-to-day interactions run more smoothly while supporting compliance with accessibility standards.

Speech transmission challenges caused by safety screens in hospitals

Infection control measures and their unintended effects

During the COVID-19 pandemic, hospitals installed screens and barriers at interaction points such as pharmacies, outpatient departments, maternity wards and A&E reception areas. These measures helped reduce infection risk, but they also introduced new challenges for speech transmission – ones that were unforeseen by administrators.

Screens, combined with face coverings, can significantly reduce audibility and clarity, particularly for patients with hearing loss.

Why raising your voice creates further risks

Speaking louder might seem to be the obvious solution, but doing so can actually compromise privacy and dignity, especially in sensitive healthcare environments. Some patients may choose not to disclose that they have missed information, while staff may lean around screens to be heard, undermining the purpose of the barrier entirely. 

Using window intercom systems in healthcare environments

Window intercom systems are designed to support conversations across physical barriers. They transmit speech from one side of a screen to the other so patients and staff can speak at a normal volume without reducing safety or confidentiality.

Contacta systems use high-quality microphones that focus on the speaker’s voice rather than surrounding noise, paired with high-performance speakers to deliver consistent audio.

Window intercom options for hospital reception areas

The K07 range, developed in 2020, provided an entry-level solution for organisations installing screens rapidly. As screens have become a longer-term feature in some facilities, estates and facilities teams are increasingly reviewing options across the wider range.

Flush-mounted systems are well-suited to smaller patient windows or areas where paperwork is required. Speakers can be integrated into counters to keep surfaces clear, while microphones can be installed in screens or overhead.

Some systems also include hearing loop functionality, transmitting speech directly to compatible hearing devices.

Installation considerations in clinical settings

Systems can be installed quickly, with engineers following infection control protocols and working out of hours to minimise disruption. Hands-free operation and easy-to-clean surfaces support ongoing hygiene requirements.

Contact us today to find out more about the range.