Isaac’s Story Has Cornwall NHS Up for a National Award

One young deaf man’s experience of trying to get care in Cornwall has done more than most policy reviews ever manage. It has changed how the local NHS communicates with deaf patients, and it has now earned the organisation a place on a national shortlist.

The shortlisting

NHS Cornwall and Isles of Scilly Integrated Care Board (ICB) has been shortlisted in the Patient involvement and choice category at the NHS Excellence Awards 2026. The recognition is for a project built around “Isaac’s story”, a real-life account from a young deaf man in Cornwall.

His story set out the barriers deaf people run into when trying to access health and public services, and in particular the communication gaps that stop many from receiving safe, timely and appropriate care.

From one account to system change

After Isaac’s story was presented to its Board, NHS Cornwall listened, learned and worked with partners to act on it. Those partners were Diabetes UK South West and South Central, Hearing Loss Cornwall, local people from the long-term conditions lived experience group, and the Deaf Community Centre.

People with lived experience shaped the work at every stage, so that deaf people stayed central to the changes rather than being consulted after the fact.

What changed

The work led to a range of system-wide changes. Staff received more deaf awareness and communication training. New British Sign Language (BSL) materials were developed to make health information more accessible. And a national partnership with Diabetes UK produced a series of BSL diabetes advice films that are now used across the UK.

“A giant step forward”

Chair of NHS Cornwall and Isles of Scilly ICB and NHS Devon ICB, John Govett, said the shortlisting showed what was possible when patients were heard.

“Isaac’s story, which was presented to our Board members, has helped us understand the challenges faced by deaf people and has driven meaningful, lasting change across our system,” he said. “I would like to thank our partners and people with lived experience for being involved. You have helped make care more accessible for local people and others across the country.”

Terence Spivey, chairman of Hearing Loss Cornwall, welcomed the news.

“This means more awareness of British Sign Language in the medical world. Helping NHS staff become more aware of the barriers the deaf community face when dealing with medical issues is a giant step forward, as many deaf patients have had to struggle to get help and support,” he said. “Creating diabetes videos in BSL is the first step, and I look forward to many more projects in the future.”

Lucy Tuson, director of communications and experience for NHS Cornwall and Isles of Scilly and NHS Devon, said the films grew directly out of what local deaf people had told the NHS about their daily struggle to access services and find accessible health information.

“This shortlisting is wonderful recognition of the project, and I am very grateful to everyone who was involved in creating the films. However, this is just one small part of an important journey,” she said. “We must continue to take steps to improve access for and understand the needs of deaf people across health services.”

The awards ceremony took place in Manchester, with a strong showing from the south west. It followed Cornwall and Devon organisations being named regional champions in 7 of the 10 award categories.

📷Caption L-R: Duncan Barton, Chief Nursing Officer for England; Jenny Walrond and Lucy Tuson, engagement and communication leads for NHS Cornwall and Isles of Scilly; Terence Spivey, Chairman of Hearing Loss Cornwall