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D/deaf residents and Nepalese communities across Kent and Medway continue to face significant barriers when trying to access their GP. Recent feedback shared with Healthwatch Kent and Healthwatch Medway highlights how communication challenges—combined with the ongoing shift towards digital-first care—are leaving some people without the support they need.
This page shares what we heard, why it matters, and what needs to change.
Download the full report
Click the download button below to read the full report, or keep reading our page for an overview of the key points.
GP Language Support and Accessibility - Healthwatch Kent and Healthwatch Medway, March 2026
Why this matters
Everyone should be able to understand their healthcare, communicate their needs, and book an appointment in a way that works for them. But for people with limited English, sensory loss, or communication needs, this isn’t happening often enough.
Despite the Accessible Information Standard and new national frameworks around interpreting and translation, people are still struggling to:
Book appointments
Access interpreters
Use digital tools and online forms
Receive information in a way they can understand
These barriers mean people delay care, feel frustrated, or rely on family members to communicate on their behalf.
What we heard from Nepalese communities
Language barriers are stopping people from seeing their GP
Many older Nepalese residents—especially Gurkha veterans—told us they find it increasingly difficult to access primary care. Limited English, combined with a reduction in face‑to‑face appointments, leaves people unsure how to explain their concerns or navigate online systems.
“The GP will only do a telephone appointment with me and that is creating a huge problem because my English is not good. There should be an interpreter.”— Nepalese veteran
Digital‑first care is widening inequalities
Across Kent and Medway, Nepalese residents told us that:
They struggle with digital forms, especially e‑consult systems
Face‑to‑face appointments feel more accessible
Booking by phone is difficult without an interpreter
The cost‑of‑living crisis and isolation make healthcare access even harder
In some communities, more than 60% of people said they find it “hard” or “very hard” to access NHS services.
What we heard from D/deaf people
GPs remain inaccessible for many D/deaf patients
Feedback from D/deaf residents across the county shows the same recurring theme: making and attending GP appointments remains an uphill battle.
70% said their GP was not accessible
75% found booking appointments difficult
Only 17.5% felt comfortable booking online
Young Deaf adults (18–25) reported feeling “frustrated, confused and reliant on hearing family or friends”
“There should be someone who can translate face‑to‑face and is easy to access.”— Deaf resident
Interpreter delays and mismatched support
Even when BSL interpreters are booked, people told us they still face problems such as:
Long waits for appointments
Interpreters with unfamiliar regional signs
Mistranslation by trainee interpreters
Feeling uncomfortable discussing sensitive issues with certain interpreters
One in four people said their appointment was delayed because an interpreter was not available.
Digital systems are leaving D/deaf people behind
Some practices require people to book online or call by phone—neither of which are accessible for many Deaf patients.
One profoundly deaf patient told us they were advised to “ask a neighbour to phone up” for them when they couldn’t use e‑consult or the phone.
Why the system isn’t working well
Translation and interpreting support in Kent and Medway is funded by the ICB and delivered by The Big Word.But for interpreting to work, lots of things need to happen at the right time:
The patient must be able to communicate their need
Staff must record it correctly
Extra time must be booked
Interpreters must be available
The appointment must be booked far enough in advance
People told us this process often breaks down.
Digital systems are adding further pressure. At present, commonly used GP platforms such as ANIMA, e‑Consult and AccuRx do not include translation features, and neither does the NHS App.
What’s happening next?
In 2026, the Kent and Medway Integrated Care Board will begin a full review of translation and interpreting services. This will include:
Assessing what’s currently available
Learning from good practice in other areas
Exploring whether a more joined‑up system is possible
Healthwatch will continue listening to people and making sure their experiences shape this work.
Share your experience
If you have struggled to communicate with your GP or get the support you need, tell us. Every story helps us push for change.
📣 Healthwatch Kentwww.healthwatchkent.co.uk
📣 Healthwatch Medwaywww.healthwatchmedway.com
