Table 2 Content of the intervention by objective

Objective 1: To understand the experiences and communication needs of people who are D/deaf or hard of hearing

Content

Form

Deaf History and Culture

Theoretical presentation

Deafness and hearing loss:

• Definition

• Hearing loss degrees and causes

• Prevalence

• Consequences (e.g., local language learning; isolation; inadequate health literacy)

Theoretical presentation

Trainers’ testimonies

Awareness of the experiences of D/deaf and HoH patients in healthcare setting

Broadcasting of 4 films displaying testimonies of negative experiences in healthcare of a HoH and a Deaf patient.

Diversity of means and needs of communication

• Sign language

• Cued Speech

• Communication supports (e.g., sign language interpreter; cued speech coder; hearing assistive devices, magnetic loop, lip reading)

• Diversity of needs (e.g., depending on communication mode, local language proficiency and education, hearing loss degree)

• Clinical encounter with a sign language interpreter (and intermediator)

• Clinical encounter with a cued speech coder

Theoretical presentation

Link to toolbox (part 3)

Reminder of the legal basis

Theoretical presentation

Role-playing situations

Situation with limited hearing (using earplugs and lowering the volume of the computer)

Objective 2: To understand the importance of the first contact and apply good practices to reassure patients who are D/deaf or hard of hearing and to promote good follow-up care

Good practices (desk, waiting room and clinical encounter)

• Make an appointment (e.g., smart phone messages, email, online sign language interpreting services)

• Reception attitude and ground rules for better communication

• Identification of communication’s needs (e.g., sign language interpreter, cued speech coder, magnetic loop)

• How to behave in the waiting room and during the clinical encounter

Theoretical presentation•

Broadcast of 3 educational films reinforcing good practices

• Reception

• Waiting room

• Consultation

Rudimentary knowledge of French sign language

Theoretical presentation

Practice (learning some basic words)

Introduction to lip reading

Theoretical presentation

Putting it into practice

Objective 3: To know the different tools available and the basic rules for communication and how and when to use them: Toolbox

Contents of the toolbox

• Course material of the intervention (condensed version).

• Visual documents reminding good practices.

• Visual document to be used with D/deaf and HoH patients for the choice of communication means.

• Documents explaining the different interpreting possibilities.

• Links and contacts of professionals in cued speech and French Sign Language.

• Documentation on the magnetic loop.

• Link to an Internet site offering a lexicon in French Sign Language.

• Pictogrammes.

• Links of the existing training possibilities (French Sign Language, cued speech, lip reading)

• Summary document of the different degrees of hearing loss.

Toolkit sent to participants before the intervention.

Presented and discussed throughout the intervention.