Uploaded February 2026 | Updated September 2026, 2 weeks ago
Hear from Ann, a customer with hearing loss, as she visits the RSPB Scotland Loch Leven Nature Reserve, and describes the positive steps that a business or venue can make for customers with hearing loss.
Ann highlights how something as simple as staff facing a customer when communicating helps everyone and may remove the need for customers to declare their hearing loss.
Advertising the availability of hearing assistance technology, such as hearing loops, is great, but Ann stresses that staff should also be checking the equipment is working. Further areas Ann believes a business should consider when refurbishing includes acoustics, soft furnishings, decent lighting and introducing quiet areas.
Ann always researches a business in advance by looking at their website. When doing so, she wants to easily find an accessibility page, a variety of contact options and information on all the accessible features she can expect to experience. If Ann can’t find the information she needs, she won’t visit.
We also hear from the nature reserve’s Visitor Experience Manager, Sarah Allen on some the steps they have taken.
Sarah talks about the accessibility statement that they have on their website detailing their on-site infrastructure from an accessibility perspective.
The nature reserve receives good feedback on the range of accessible toilets options, and the facilities for family groups that they offer.
Although Sarah recognises introducing accessible improvements can seem intimidating, she advises other venues to start small – with introducing an accessibility statement an easy first step to take.
Browse VisitScotland’s Business Support Hub for information and guidance on creating an inclusive tourism or events business: support.visitscotland.org/advice-support/improve-your-business/accessible-inclusive
Find out more about the RSPB Scotland Loch Leven Nature Reserve: rspb.org.uk/days-out/reserves/loch-leven
Hear from Ann, a customer with hearing loss, as she visits the RSPB Scotland Loch Leven Nature Reserve, and describes the positive steps that a business or venue can make for customers with hearing loss.
Ann highlights how something as simple as staff facing a customer when communicating helps everyone and may remove the need for customers to declare their hearing loss.
Advertising the availability of hearing assistance technology, such as hearing loops, is great, but Ann stresses that staff should also be checking the equipment is working. Further areas Ann believes a business should consider when refurbishing includes acoustics, soft furnishings, decent lighting and introducing quiet areas.
Ann always researches a business in advance by looking at their website. When doing so, she wants to easily find an accessibility page, a variety of contact options and information on all the accessible features she can expect to experience. If Ann can’t find the information she needs, she won’t visit.
We also hear from the nature reserve’s Visitor Experience Manager, Sarah Allen on some the steps they have taken.
Sarah talks about the accessibility statement that they have on their website detailing their on-site infrastructure from an accessibility perspective.
The nature reserve receives good feedback on the range of accessible toilets options, and the facilities for family groups that they offer.
Although Sarah recognises introducing accessible improvements can seem intimidating, she advises other venues to start small – with introducing an accessibility statement an easy first step to take.
Browse VisitScotland’s Business Support Hub for information and guidance on creating an inclusive tourism or events business: support.visitscotland.org/advice-support/improve-your-business/accessible-inclusive
Find out more about the RSPB Scotland Loch Leven Nature Reserve: rspb.org.uk/days-out/reserves/loch-leven
