Deaf patient receives Covid jab instead of flu vaccine after communication failure

An investigation by the Parliamentary and Health Service Ombudsman revealed that a deaf patient, identified as Samantha, was administered a Covid-19 vaccine instead of the flu jab she had booked, after clinic staff failed to provide a British Sign Language video and incorrectly assumed she wanted the Covid shot, securing consent through her grandmother who has early-stage dementia. The ombudsman said the error reflected broader shortcomings in delivering accessible communication for disabled people and recommended a formal apology and £450 compensation.

The Department of Health and Social Care called the incident “completely unacceptable,” and NHS Northamptonshire Integrated Care Board expressed regret, emphasizing the duty to make reasonable adjustments. The report also cited a separate case at University Hospitals Birmingham where a deaf cancer patient’s daughter was told of a possible death by the patient’s teenage grandson, prompting an apology and new accessibility measures.

Since April 2020, the ombudsman has handled 623 investigations into reasonable adjustments, upholding most of them, and highlighted North Cheshire and Mersey NHS Foundation Trust as a positive example for deaf-patient communication. NHS England reiterated that barriers for deaf or visually impaired patients are intolerable and has refreshed its standards for safe care.