Effective Communication in Medical Settings: Self-Advocacy Folder
Effective Communication Self-Advocacy Folder
Having access to medical care is an important part of life, especially in an emergency. Written or spoken information in a medical setting must be as clear and understandable to people with disabilities, as people without disabilities. The goal is to have “effective communication,” especially in medical settings such as hospitals, dentist appointments, therapy, and more.
Technology and services are available for people who have disabilities that affect hearing, seeing, speaking, reading, writing, or understanding in order to participate more independently in their medical care. Disability Rights Connecticut (DRCT) and the Connecticut Association of the Deaf (CAD) are working together to establish Effective Communication Self-Advocacy Resource Folders.
Accessible health services are a right!
You can download the folder online by scrolling down this webpage.
To request a hard copy of the folder, or training, send an email to the Connecticut Association of the Deaf (CAD), President, Luisa Gasco-Soboleski, President@DeafCAD.org .
Accommodation Examples for people who are Deaf/Hard-of-Hearing/DeafBlind for effective communication:
qualified sign language interpreters on-site;
video remote interpreting (VRI) services;
notetakers;
flashing alarm;
written materials; exchange of written notes;
telephone handset amplifiers;
assistive listening devices;
assistive listening systems;
telephones compatible with hearing aids;
open and closed captioning, including real-time captioning;
voice, text, and video-based telecommunications products and systems, including videophones, text telephones (TTYs), captioned telephones, or equally effective telecommunications devices;
videotext displays;
accessible electronic and information technology;
or other effective methods of making aurally delivered information available to individuals who are Deaf, hard-of-hearing, or DeafBlind.
Accommodation Examples for people who are Blind or have low vision for effective communication:
qualified readers;
taped texts;
audio recordings;
Brailed materials and displays;
screen reader software;
magnification software;
optical readers;
secondary auditory programs (SAP);
large print materials;
accessible electronic and information technology;
or other effective methods of making visually delivered materials available to individuals who are Blind or have low vision.
Download the Self-Advocacy Folder Resources for Your Use
These resources are provided for informational purposes only. Disability Rights Connecticut does not guarantee the quality of services you may receive from these resources. We encourage you to look into each of these resources and make your own decision.
Ask Me 3
While meeting with a healthcare provider, ask these three questions to get the most out of your appointment. Developed by the Institute for Healthcare Improvement.
Booklet on Effective Communication with People Who are Deaf, Hard-of-Hearing, or DeafBlind in Medical Settings
This booklet is a handy self-advocacy guide on obtaining effective communication in medical settings, specifically, for people who are Deaf, Hard-of-hearing, or DeafBlind in Connecticut. Developed by Disability Rights Connecticut.
COVID-19 Vaccine Information in Plain Language
This 4-page booklet was created by and for people with intellectual disabilities. It is written in plain language. It includes basic information people need to know about the COVID-19 vaccine.
This booklet was created by Green Mountain Self-Advocates in partnership with Self Advocates Becoming Empowered.
Disability Rights Connecticut Program & Services Pamphlet
DRCT provides a variety of services due to our many programs.
Sample Accommodation Request Letter
If you need an accommodation from a medical office or hospital, you may use this sample accommodation letter as a reference to create your own.
List of Connecticut Based Sign Language Interpreting Agencies
Developed by the Connecticut Association of the Deaf (CAD) for informational purposes only.
Contact an ASL Advocate at Your Local Independent Living Center (ILC)
Need an ASL advocate? Contact your local ILC (depending on which town you live in).
Options for Filing an ADA complaint in Medical Settings
There is no one approach to resolve an ADA-related issue. Here is a list of possible options developed by Disability Rights Connecticut.
State Deaf and Hard of Hearing Interpreter Registry
The interpreters on this list can interpret in the state of Connecticut. The interpreter registry is managed by the Department of Aging and Disability Services.
“I communicate in American Sign Language” Letter
This letter can be handy to give to a healthcare provider. Developed by the Department of Public Health.
Hospital Visual Communication Card
Going to the hospital or medical center? This visual communication card may be useful in limited situations. Developed by the Yale New Haven Hospital.
Free Training: Obligations for Healthcare Providers Under the Americans with Disabilities Act (ADA)
A free training hosted by the New England ADA Center regarding the Americans with Disabilities Act and the obligations of healthcare providers.
Plain Language Checklist
A guide put together by the Center for Disease Control on clear written communication.
Pre-Vaccination Checklist for COVID-19 Vaccines “I am Deaf or Hard of Hearing” Card
Developed by the New Jersey Department of Health.
ADA Business Brief: Communicating with People Who Are Deaf or Hard-of-hearing in Hospital Settings
A 4-page refence guide on making hospital settings accessible for people who are Deaf, Hard-of-hearing, and DeafBlind. Developed by the U.S. Department of Justice, Disability Civil Rights Division.
Links to Resources
COVID-19 Vaccine Information in Plain Language [English, Spanish]
Disability Rights Connecticut’s Programs and Services Pamphlet [English, Spanish]
American Sign Language Advocate Contact List - Independent Living Centers
Options on Filing an Americans with Disabilities Act Complaint in Medical Settings
Contact Information for the American Sign Language Advocates at all the Independent Living Centers
List of Currently Registered Interpreters for the State of Connecticut
Additional Links
Resources from the National Association of the Deaf (NAD):
Model Sign Language Interpreter Request Card
Designed by the National Association of the Deaf.
Video Remote Interpreter Guide
For VRI to be successful, it must abide by these requirements. Developed by the National Association of the Deaf.
Healthcare Access Advocacy Letter
Share this letter with all healthcare providers, listed with information about the ADA. Developed by the National Association of the Deaf.
Model Deaf or Hard of Hearing Communication Request Form
This form is a model form for hospitals, in order to document a patient’s communication needs. Developed by the National Association of the Deaf.
Interpreter Schedule Model Form
Agree on when an interpreter will be present and available, especially for an overnight stay in a medical setting. Developed by the National Association of the Deaf.
Resources on filing an accessibility issue complaint:
Directly with the Hospital: Contact the Patient Relations/ or Services department of the hospital. Look for the anti-discrimination notice and contact them to resolve the ADA complaint.
Possible result: Informal agreement or compromise with the hospital.
Connecticut Department of Public Health, Practitioner Investigations Unit: Contact the agency to file a complaint about the care provided by an individual health care practitioner (i.e. doctor, dentist, nurse, chiropractor, etc.) or fill out the form and send it in.
Address: 410 Capitol Ave., MS# 12HSR Hartford, CT 06134-0308
Phone: (860) 509-7552
Fax: (860) 707-1916 or (860) 509-7535
Email: dph.investigations@ct.govLink for the Form: https://portal.ct.gov/-/media/DPH/Practitioner-Investigations-Unit-complaint-form.pdf
Possible results: Investigation and/or settlement or, administrative hearing, and/or action on practitioner license.
Department of Public Health (DPH): Anyone with knowledge or concerns about the care of a patient/resident in a licensed healthcare facility may file a complaint with DPH through an online website portal. Facility Licensing and Investigation Section (FLIS) is the agency that has regulatory oversight for all the licensed healthcare entities in the state.
Address: 410 Capitol Ave., Hartford, CT 06134-0308
Telephone: (860) 509-8000
Email: dph.fliscomplaint@ct.gov
Possible results: Investigation, settlement, administrative hearing before professional healthcare licensing board and reporting adverse actions to national databases.
Commission on Human Rights and Opportunities (CHRO): Any received complaints alleging discrimination will be reviewed and possibly investigated. Where a violation is found, the CHRO will attempt to negotiate appropriate relief or bring the issues to a hearing. In most cases, complaints must be filed within 180 days of the alleged act of discrimination.
CHRO’s Central Office Address:
450 Columbus Blvd., Suite 2, Hartford, CT 06103.
Telephone: (860) 541-3400 (Voice); (860) 541-3459 (TTY);
(800) 477-5737 (Toll-Free in CT, Voice).
Website: www.ct.gov/chro
Possible results: Investigation, attempts at settlement, administrative hearing or a State Court hearing. Monetary relief can be awarded.
Connecticut Department of Justice: The Civil Division maintains a Civil Rights enforcement program with an office based in Connecticut, which brings civil rights actions to enforce federal statutes prohibiting discrimination on the basis of race, color, sex, disability, religion, familial status and national origin and to recover damages for victims of civil rights violations. You may fill out the complaint form and send it to the agency.
Address: 157 Church St. 25th Floor, New Haven, CT 06510
Telephone: (203) 821-3700.
Fax: (203) 773-5376.
Email: USACT.Citizenscomplaint@usdoj.gov
Website: https://www.justice.gov/usao-ct
Link to Citizen’s Complaint Form: https://www.justice.gov/file/1214316/download
Possible results: Investigation, negotiations, or Federal court action including money damages.
U.S. Department of Justice (DOJ) – Civil Rights Division, Disability Rights Section: This is the federal office based in Washington, DC. People can file an Americans with Disabilities Act complaint alleging disability discrimination against a State or local government or a public accommodation (including, for example, a restaurant, doctor's office, retail store, hotel, etc.) by mail or online. Complaints must be submitted in writing, press option six (6) to report a violation of the ADA, please allow up to 90 days for a response. You may fill out the complaint directly on the website.
Address: 950 Pennsylvania Avenue, NW Civil Rights Division, Disability Rights Section – 1425 NYA, Washington, D.C. 20530.
Email: askcrd@usdoj.gov
Telephone: (202) 514-3847 (Voice); (202) 514-0716 (TTY); (844) 491-4945 (fax).
Link to file an online complaint: https://www.ada.gov/fact_on_complaint.htm
o ADA Information Line: For technical questions, call (800) 514-0301 (voice) or (800) 514-0383. ADA Specialists are available to answer questions on Monday, Tuesday, Wednesday, and Friday from 9:30 a.m. to 5:30 p.m., and Thursdays from 12:30 p.m. to 5:30 p.m. (Eastern Time).
Possible results: Investigation, negotiations, or Federal court action including money damages.
The Joint Commission: File a complaint writing your concern and by listing the name and address of the organization, and your name, address or e-mail address. The Joint Commission checks for other patient safety events about the organization, and may write to the organization about your concern. Sometimes, the Commission visits the organization to see if there is a problem. The Joint Commission will not share your name with the organization unless you say it is ok. You may fill out the complaint online.
Address: One Renaissance Blvd., Oakbrook Terrace, IL 60181
Telephone: (630) 792-5000
Fax: (630) 792-5636
Email: patientsafetyreport@jointcommission.org
Website: https://bit.ly/332i8RN
Link to file a complaint: https://bit.ly/2HojbTs
Possible results: Investigation, referral of matter to the CT Dept. of Public Health or recommend withdrawal of hospital accreditation.
U.S. Department of Health and Human Services (HHS) Office for Civil Rights (OCR): Enforces federal civil rights laws, including the ADA. You may fill out a complaint online.
Address: 200 Independence Ave. S.W., Washington, D.C. 20201
Telephone: (800) 368-1019
Email: OCRMail@hhs.gov
Link: https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf
Corrective action may include:
Changing a policy or procedure
Providing a service
Reinstating a person to a job
Restoring lost benefits
Providing notice to clients and employees that a recipient has taken steps to comply with a federal statute or regulation
If the health care provider or state or local government is unwilling to take corrective action, OCR will recommend initiating enforcement proceedings. A final decision upholding a finding of a violation may result in the termination of Federal financial assistance to the recipient.
Possible results: Investigation, Negotiation, If OCR determines your rights have been violated, the health care provider or state or local government agency that violated your rights is granted a specific time period to correct the violation or provide OCR with a plan of correction.
You may wish to file the complaint yourself, or with assistance from someone you trust. You do not need an attorney to file a complaint but you can look for one if you wish.
Lawyer Referral Service: Use the link to search for an attorney by location, area of practice, in the state of Connecticut for free. The Connecticut Bar Association can suggest a private attorney who, for a nominal consultation fee, will assess a case and provide an estimate of the cost.
Telephone: (860) 223-4400
Email: msc@ctbar.org
Website: https://members.ctbar.org/search/custom.asp?id=2968
Self-Advocacy organizations in Connecticut
Autism Families CONNECTicut: Autism Families CONNECTicut was founded in January 2010 by a group of parents, grandparents and family members who recognized that there were limited weekend recreational and social activities specifically targeted to children on the autism spectrum in Connecticut. Address: 600 North Mountain Road, Newington, CT 06111. Telephone (860) 474-3444. Website: http://www.autismfamiliesct.org/
Autism Services & Resources Connecticut: As the state leader in advocacy, training and family support, ASRC is here to enhance the lives of those affected by Autism Spectrum Disorders (ASD) as well as their families. Address: 101 North Plains Industrial Road, Harvest Park, Wallingford, CT 06492. Telephone: (203) 265-7717 Email: info@ct-asrc.org Website: https://ct-asrc.org/
Brain Injury Alliance Connecticut (BIAC): Helps people in Connecticut who have a brain injury and their families. They provide case consultation, referral and advocacy services, educational prevention programs, in-service programs, and recreational social opportunities. Address: 200 Day Hill Road, Suite 250, Windsor, CT 06095, Telephone: (860) 219-0291 (Voice). Help Line: (800) 278-TBIA (8242). Email: General@biact.org Website: www.biact.org
Connecticut Association of the Deaf: Promoting, protecting, and preserving the rights and quality of life of Deaf and Hard of Hearing citizens of Connecticut. Email: Luisa Gasco-Soboleski, President, Email: President@DeafCAD.org Website: www.DeafCAD.org
DeafBlind Association of Connecticut (DBAC): Offers to connect DeafBlind people with services and programs for people of all ages who are blind or have vision impairments. Cherry Byrnes, President Email: DBACCherry@gmail.com Website: http://www.deafwebconnections.org/dbac/index.html
DeafBlind Support and Access Network of CT: This support group became a way for the DeafBlind to re-connect with each other to share information related to the DeafBlind community in general as well as the pandemic while providing moral support for each other. We try our best, to find ways to provide access despite the limited resources. Email: Jessestanley1987@gmail.com Website: https://www.dbsan.org/
National Federation of the Blind of Connecticut: The National Federation of the Blind of CT knows that blindness is not the characteristic that defines you or your future. Every day we raise the expectations of blind people, because low expectations create obstacles between blind people and our dreams. Address: 477 Connecticut Blvd, Suite 217, East Hartford, CT 06108 Telephone: (860) 289-1971 (Voice). Email: info@nfbct.org Website: www.nfbct.org
People First of Connecticut: A non-profit, self-advocacy organization for individuals with a developmental disability. Local chapters regularly meet around the state. Telephone: (860) 479-1308 (Voice). Link: www.facebook.com/peoplefirstofct
United Cerebral Palsy of Eastern Connecticut: To advance the independence and full citizenship of individuals across a spectrum of disabilities, including Cerebral Palsy. Address: 42 Norwich Rd., Quaker Hill, CT 06375. Telephone: (860) 443-3800 (Voice). Website: www.ucpect.org
request a presentation or for opportunities to table at an event.
Disability Rights Connecticut (DRCT) can provide training, upon request, on issues related to our focus areas. If you believe you, or a group you are a member of, could benefit from training, please contact our Strategic Partnerships Manager, Michael Whilby at 860-856-4158 or Michael.Whilby@DisRightsCT.org
Please contact DRCT if you are currently experiencing a barrier to accessible medical care.
Please contact Disability Rights Connecticut (DRCT) to learn more about your rights and if you need assistance at (860) 297-4300 (voice), (800) 842-7303 (videophone), or email us at info@DisRightsCT.org.
