Questions to Ask for Identifying Communication and Accommodation Needs

The invisibility of people with disabilities

The invisibility of people with disabilities and others with access and functional needs is very common. In addition to people with disabilities being a protected class under civil rights laws, a larger group actually benefits from physical, equipment, communication, service and program access.

These populations are typically under recognized and very under counted. and are far greater in numbers than those coded as “seniors and people with disabilities” (SPD) or “aged, blind and disabled” (ABD). The numbers are large across all lines of business.

Many people need access related to communication, mobility and service. Many of these people do not identify as having a disability. Therefore, it is important to ask all people about these needs.

Attention to the details is critical when identifying and meeting communication and accommodation needs. Asking a version of this question of all people can help to accomplish this.

Will you need any assistance with (getting on and off a table, walking, seeing, reading, hearing, filling out forms, communicating, speaking, during your appointment? Will you need an interpreter?

If more detail is needed, samples of more in-depth questions that can be used or integrated into the registration process including drop-down options in an electronic health record are provided below.

Record the answers in the health record in a consistent (and prominent) place. This information should be referred to before and during appointments. These needs should be updated and verified before every appointment as needs can change.  Ask: I just want to confirm that you still need …

For example, the recorded note may say:

• Needs sign language interpreter

• Needs longer appointment because of slow speech

• Use height adjustable table in available in rooms 3,12,15

• Use accessible scale

• Use 2 techs for total lift assistance onto exam table