NHS Staff Relied on Teenage Boy to Communicate Critical News to Deaf Mother, Investigation Finds
A shocking investigation has uncovered that NHS staff at a Birmingham hospital asked a 16-year-old boy to tell his deaf mother that her father might die overnight, exposing severe failures in providing professional interpreter services. The Parliamentary and Health Service Ombudsman (PHSO) report, released in February 2026, detailed how Alan Graham, a 75-year-old man with heart failure, spent 11 weeks in Queen Elizabeth Hospital in Birmingham before his death in 2021, with his daughter receiving professional interpreters on only three occasions.
Family Forced into Inappropriate Role During Medical Crisis
On the night before Alan Graham passed away, Connor Petty, his teenage grandson, was tasked by NHS staff to convey the grim prognosis to his mother, Jennifer Graham-Petty, who is deaf and relies on British Sign Language (BSL). The boy was also instructed to inform her that medical professionals believed CPR should not be administered if necessary. Jennifer Graham-Petty expressed deep distress, stating she requested an interpreter daily during her father's hospitalization but was often ignored, forcing her children into the role of translators despite their limited BSL proficiency and inability to handle complex medical terminology.
Ombudsman Condemns Trust for Causing Unnecessary Distress
The PHSO report concluded that University Hospitals Birmingham NHS Foundation Trust failed to adhere to national guidelines, causing significant emotional harm to the family. Rebecca Hilsenrath, chief executive of the PHSO, emphasized that deaf patients and their families deserve equitable healthcare access without facing such barriers. The ombudsman has mandated the trust to issue a formal apology and provide compensation to Mr. Graham's daughter and grandchildren. In response, the trust apologized and claimed to have implemented organizational improvements since 2021 to enhance communication support for deaf patients.
Broader Implications for Healthcare Accessibility
This case underscores ongoing challenges in the NHS regarding accessibility for individuals with disabilities, particularly in emergency and critical care settings. The incident has sparked calls for stricter enforcement of interpreter policies and better training for staff to ensure inclusive care. As healthcare systems strive to meet diverse patient needs, this report serves as a stark reminder of the importance of professional language services in preventing further trauma and upholding patient rights.
