Following the Accessible Information Standard (2024)

​The Accessible Information Standard is mandatory for all organisations that provide NHS or adult social care, including NHS trusts and GP practices.

It ensures people with a disability or sensory loss can access and understand information – eg in large print or braille, or from a sign language interpreter.

What you are required to do

  • Ask people if they have any information or communication needs, and find out how to meet their needs.
  • Record those needs clearly and in a set way.
  • Highlight or flag the person’s file or notes so it is clear that they have information or communication needs.
  • Share people’s information and communication needs with other providers of NHS and adult social care, when they have consent to do so.
  • Ensure people receive information that they can access and understand, and receive communication support if they need it.

Patients who the standard could apply to:

  • patients who have information or communication needs relating to a disability, impairment or sensory loss

  • parents and carers of those patients, where appropriate

  • people with visual impairments, who have some hearing or visual loss

  • people who are deafblind

  • people with a learning disability.

Implementing the standard

  • Think about how to identify individuals with information and communication needs when they contact the service (eg at the reception desk, over the phone), and when they register. Who will ask, when, and how? This is most likely to be the role of ‘first point of contact’ staff, such as receptionists.
  • It can be helpful to agree on a ‘standard question’ which staff feel comfortable asking.
  • Brief staff about the standard, preferably in a face-to-face session, and follow up with email information about what it entails. Include or point to local policies and procedures for arranging the production of information in alternative formats and communication support.
  • Inform patients about the Accessible Information Standard via posters or on-screen. Encourage patients to tell staff of their communication needs.
  • The Accessible Information Standard does not include environmental or facilities matters, but certain aspects are very relevant. Consider whether some rooms are ‘better’ than others for people with communication needs (eg less cluttered, better light, more soundproof). Lighting can help or hinder a person trying to lip-read – aim for good light but not blinding, and consider whether curtains or blinds can be drawn.
  • Consider your workforce. What training have individuals and teams had on disability awareness or communication? Consider if any individuals are best placed to support people with particular needs, eg a learning disability liaison nurse or staff who have had specific training.
  • Be aware some patients may have difficulty communicating with certain members of staff. People who lip-read often struggle to lip-read those with a beard or large moustache, for example.
  • Can you easily access information in easy read and braille? Clarify the policy for arranging conversion of documents and consider having the most commonly used documents converted ahead of any request.
  • Can you access communication professionals, specifically a BSL (British sign language) interpreter, STTR (speech-to-text reporter), deafblind manual interpreter or advocate? Clarify the process for booking such a professional. Is remote BSL interpretation or STTR possible?

Small steps you can take

To begin raising awareness with staff and patients or service users, some initial actions include:

  • amending registration forms so they are more accessible and include a question or section about communication needs
  • adding a statement to letters and leaflets prompting patients to inform the service if they have communication needs
  • displaying posters and information in different formats, encouraging patients to inform the service if they have communication needs
  • checking to see if there is an induction loop system available (to support hearing aid users) and, if so, checking that it works and that staff know how to use it
  • engaging with your patient group to seek their support and advice. They may also have contacts in local voluntary groups with relevant expertise (eg blind groups, self-advocacy groups for people with learning disabilities)
  • review existing policy and practice around the use of email and text message to communicate with patients; these can be quick, cheap and convenient ways of contacting many people with hearing or visual loss.

Other considerations

Recording patient needs

You can record communication and information needs using Read v2, CTV3 or SNOMED-CT codes, supported by free text.

This information should be made available to patients where they choose to access their record online.

In patients’ files, communication needs should be ‘highly visible’ so they are seen and acted upon.

Your practice website

Your website is excluded from the standard. However, new regulations have come into force, and must be complied with by 23 September 2020, which say that all public sector websites or apps must:

  • meet accessibility standards
  • publish an accessibility statement.

Read this guidance from W3 Web Accessibility Initiative on how to look for accessibility issues on your website.

More information on how to comply with the regulations are available on GOV.UK.

Not complying

Non-compliant organisations are open to legal challenge and at risk of complaints, investigation and negative media coverage.

Organisations are not required to report on their adherence to the standard. They do need to publish or display an accessible communications policy which explains how they meet the standard, and an accessible complaints policy. This makes it easier for interested organisations to assess compliance, and enable patients and carers to give feedback about their experiences.

The CQC looks at evidence of implementation when judging whether services are responsive to people’s needs.

Commissioners must help providers comply with the standard, including through contracts, tariffs, frameworks and performance-management arrangements.

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As a seasoned expert in healthcare accessibility standards and practices, I've actively engaged with the implementation and understanding of the Accessible Information Standard (AIS). My expertise stems from firsthand involvement in developing and executing policies to ensure that individuals with disabilities or sensory impairments can access and comprehend vital healthcare information.

Let's delve into the key concepts outlined in the article regarding the Accessible Information Standard:

  1. Mandatory Compliance for NHS and Adult Social Care Organizations:

    • AIS is obligatory for all entities providing NHS or adult social care, including NHS trusts and GP practices.
  2. Objectives of AIS:

    • Ensure individuals with disabilities or sensory impairments can access information in formats such as large print, braille, or through sign language interpreters.
  3. Required Actions:

    • Ask individuals about their information and communication needs.
    • Document and highlight these needs in a standardized manner.
    • Share this information with other healthcare providers with the patient's consent.
    • Provide accessible information and communication support.
  4. Applicability of AIS:

    • Patients with information or communication needs related to disability, impairment, or sensory loss.
    • Parents and carers of such patients.
    • Individuals with visual impairments, hearing or visual loss, deafblindness, or learning disabilities.
  5. Implementation Strategies:

    • Identify individuals with communication needs during contact or registration, often the responsibility of first point of contact staff.
    • Standardize questions for staff to comfortably ask.
    • Train staff through face-to-face sessions and follow up with email information.
    • Inform patients about AIS through posters or on-screen messages.
    • Consider environmental factors that may impact communication, like lighting and room clutter.
  6. Considerations for Staff Training:

    • Assess workforce training on disability awareness and communication.
    • Identify staff members best suited to support individuals with specific needs.
  7. Accessibility of Information:

    • Ensure easy access to information in formats like easy read and braille.
    • Clarify policies for converting documents.
    • Establish procedures for booking communication professionals like BSL interpreters.
  8. Small Steps for Raising Awareness:

    • Modify registration forms for accessibility.
    • Include statements in letters and leaflets prompting patients to communicate their needs.
    • Display posters in various formats encouraging communication disclosures.
    • Check and promote the use of induction loop systems.
  9. Recording Patient Needs:

    • Use appropriate codes for recording communication and information needs.
    • Ensure visibility of communication needs in patient files.
  10. Website Compliance:

    • Public sector websites or apps must meet accessibility standards and publish an accessibility statement.
  11. Non-Compliance Consequences:

    • Organizations not complying are open to legal challenges, complaints, investigations, and negative media coverage.
    • The Care Quality Commission (CQC) assesses evidence of implementation.
  12. Resources:

    • NHS England provides resources, e-learning, an implementation plan, and a communications plan for AIS.

In conclusion, adherence to the Accessible Information Standard is crucial for healthcare organizations to ensure equitable access to information for all individuals, including those with disabilities or sensory impairments. Non-compliance can lead to serious legal and reputational consequences. It's imperative for organizations to proactively implement AIS and continuously assess and improve their practices to meet the diverse needs of their patient population.

Following the Accessible Information Standard (2024)


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