Disability Listening – A deaf friend of mine recently had a medical appointment at a clinic with a locked entrance. Before the appointment, they emailed the office to ask if someone could meet them at the door. It was a simple and thoughtful request. Without hearing, they would need a visual signal or direct assistance to know when the door was open.
The reply from the office seemed reasonable from the staff’s perspective: the buzzer is very loud when the door unlocks. For staff, that explanation felt like a solution. A loud buzzer means the person waiting would hear it and know to come in.
But here is the truth: my friend is deaf. No matter how loud the buzzer is, they cannot hear it. The solution worked in the staff’s world but not in my friend’s.
Why This Happens
- Assumption of sameness: The staff assumed what works for them must work for everyone.
- Limited perspective: They did not stop to consider what “loud” means for someone who cannot hear at all.
- Dismissive responses: Saying the buzzer is loud ignored the reality of the patient’s request. Whether intended or not, this is an ableist response. It places the staff’s experience above the lived expertise of the patient.
Patients as Experts
Medical professionals must recognize that when someone requests an accommodation, they are not being difficult or demanding. They are the expert on their own body, abilities, and needs.
If my deaf friend asked to be met at the door, it is because they already know the buzzer is not a useful indicator. That request comes from lived experience and hard-earned knowledge. Dismissing it with but the buzzer is loud is not only unhelpful, it disregards their expertise and their dignity.
The Lesson for Professionals
When serving patients or clients with disabilities, ask yourself: Am I listening as though they are the authority on their own needs? Or am I filtering everything through my assumptions?
Small oversights, like relying on a buzzer, can create unnecessary barriers. Respecting and honoring accommodations requested by patients is not just good practice. It is essential to equitable and inclusive care.
A Simple Practice
Providing better care does not always require new equipment or complicated systems. Often it is as simple as:
- Pausing to think about the other person’s perspective
- Recognizing accommodation requests as expertise, not inconvenience
- Asking clarifying questions instead of assuming you know best
- Offering solutions that reflect dignity and inclusion
By doing this, professionals not only solve problems more effectively, they also build trust and show true respect for every patient they serve.
