An agreement has been reached between Brattleboro Memorial Hospital and the Office of the United States Attorney for the District of Vermont, addressing concerns related to services for individuals who are deaf or hard of hearing. This decision follows a complaint alleging that the hospital failed to provide qualified sign language interpreters and appropriate auxiliary aids during visits to its emergency department.

The investigation was initiated after a complaint highlighted the hospital’s shortcomings in communication assistance. The findings uncovered that multiple individuals who primarily communicate using American Sign Language experienced similar issues, demonstrating a violation of rights under the Americans with Disabilities Act which mandates effective communication in healthcare settings.

As part of the resolution, Brattleboro Memorial Hospital has committed to creating a compensation fund for individuals affected by the lack of adequate services from 2018 to 2025. Additionally, the hospital will establish a grievance process, implement comprehensive training for staff regarding effective communication, and assign a program administrator to ensure round-the-clock access to auxiliary aids and services.

In a commitment to improving accessibility, BMH recently initiated a Deaf Services Task Force, collaborating with Deaf Vermonters Advocacy Services. This initiative includes direct education for new employees, and in 2024, the hospital plans to further enhance interpreter access through an on-call in-person interpreter program, alongside 24/7 video remote interpreting services.

Signage throughout the facility has been updated to guide patients who are deaf or hard of hearing in requesting necessary accommodations. Each clinical department has received visual language guides to support effective communication as well.

BMH has expressed that the agreement signifies a positive advancement in its efforts to provide inclusive, high-quality care for all patients. The hospital has worked in collaboration with the Department of Justice to improve its policies and procedures regarding communication for patients and their companions.

Going forward, individuals impacted by BMH’s previous lack of services are encouraged to reach out to the United States Attorney’s Office. They can do so by completing a civil rights complaint form available on the office’s website or by contacting the office via email.