When Hospitals Fail to Communicate: What the McLaren Settlement Means for Families
When we go to a hospital, we trust that everyone in our family, no matter their abilities, will be heard and understood. For families with loved ones who are deaf or hard of hearing, that trust was recently put to the test.
In September 2024, the U.S. Department of Justice announced a settlement with McLaren Health Care Corporation, a large Michigan hospital system. The government found that McLaren facilities failed to provide the interpreters and other communication tools required by law for patients who are deaf or hard of hearing. In simple terms, some patients couldn’t fully understand or communicate during their care, a violation of their rights under the Americans with Disabilities Act (ADA).
What Happened
According to the Justice Department, McLaren agreed to pay $220,000 to fourteen individuals and to update its policies across multiple hospitals and clinics. The agreement also requires McLaren to:
- Train staff to recognize when communication aids, like interpreters or captioning, are needed.
- Provide those aids at no cost to patients or companions.
- Report future complaints to federal authorities for at least two years.
McLaren did not admit wrongdoing, but it did agree to make significant changes to prevent this from happening again.
Read the official press release: U.S. Attorney’s Office – Eastern District of Michigan
Why This Matters for Families
For any family member with a disability, whether they are deaf, visually impaired, or have limited communication ability, access to clear communication in medical settings is critical. When that communication fails, it can lead to dangerous misunderstandings, delayed treatment, or emotional harm.
Families should know that hospitals are legally required to provide effective communication under the ADA. That includes interpreters (in person or through video), assistive listening devices, and other support, without extra charge.
Learn more about your rights under the ADA: ADA.gov – Effective Communication
What You Can Do
If you or a loved one has trouble communicating during medical visits:
- Ask directly for an interpreter or communication aid.
- Document what happens—names, dates, and how requests were handled.
- File a complaint with the U.S. Department of Justice if your request is ignored or denied.
File a complaint or get guidance: ADA.gov – File an ADA Complaint
Families caring for loved ones with disabilities already carry enough challenges. No one should have to fight to be understood in a hospital or clinic. This settlement is a reminder that your loved one’s right to clear communication is protected by law—and that enforcement is real.
If you have a family member with special needs, our office can help ensure that their care, benefits, and legal protections are properly planned and safeguarded.