I very much appreciated "Serving the Hearing Impaired: An Update on the Use of Sign-Language Interpreters for Dental Patients and Their Families" by [ADA chief legal counsel] Peter Sfikas (May JADA).
I have been married to a deaf woman for almost 20 years and am very familiar with the communication needs of the deaf community. Deafness is primarily a communications difficulty in a hearing world. If they fail to provide appropriate communication, dental offices are truly failing to meet the needs of their patients.
I would suggest that the office first inquire what form of communication the deaf person wishes. Some prefer lip-reading (difficult when masks are on, mind you!) but most prefer a sign interpreter. Please understand that American Sign Language is a very complex language, and it is inappropriate to enlist "interpreters" who lack fluency. Aunts, uncles, neighbors, your staff who took one semester of sign or any nonprofessional "interpreter" cannot be considered a provider of fluent communication.
You should strive to get (and yes, pay the higher cost for) interpreters who are certified with the Registry of Interpreters for the Deaf. There have been many times when my wife has received subpar interpreters, and it greatly complicates the situation and frustrates the deaf person.
For phone communication, most deaf people prefer e-mail or telephone typewriters, or TTYs, which also are called "telecommunication device for the deaf," or TDDs. Most states and long-distance phone companies have access to "relay" services whereupon you can speak to an operator who will type what you say to the deaf person and read back what is typed. It takes more time, but it is simple and effective.
TTYs are not terribly expensive investments if you want to purchase one for your office; satisfied deaf persons are highly likely to tell their friends about your office and support.
Finally, sign interpreters are trained to accurately translate everything you say. If you say "Tell her that," the interpreter will sign "Tell her that." Also, many people naturally raise the volume of their voice around the deaf person. Clearly this is not necessary, and the deaf person can usually see that you are doing so! Instead, just talk normally to the deaf person. They will be looking at the interpreter but observing you.
While it is appropriate to be courteous to interpreters, their job is only to translate the conversation. Interpreters are trained to expect to blend into the background and essentially be as unobtrusive as possible. Your interaction must be with the deaf person, not the interpreter.
I have found these simple guidelines to be highly effective. It might interest you that while I sign, I still use interpreters for when my gloves are contaminated and my mask is up. The patients appreciate this tremendously.
