Accessible information from NHS services: what you should expect

Image credit: Centre for Ageing Better

The Information Standard aims to make sure that people who have a disability, impairment or sensory loss get information that they can access and understand and that they get any communication support they need from health and care services. 

Organisations are required to provide alternative formats where required, such as braille, large print, and easy read. They must also support people to communicate, for example by arranging a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate.

What do health and care organisations have to do? 

1. Ask if you have any communication needs, and asked how these needs can be met.
2. Record your needs in a clear and set way and highlight these needs in your file or notes so people are aware and know how to meet them.
3. Share information about your communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
4. Deliver information to you in a way you can access and understand, with the option for communication support if needed.

What should you expect? 

So, if you’re speaking to a dentist, doctor, care home manager or any other provider of health and social care, here’s what you can expect:

1. You should be able to contact, and be contacted by, services in accessible ways, for example via email or text message.
2. Information and correspondence should be given in formats you can read and understand, for example in audio, braille, easy read or large print. 
3. You should be supported by a communications professional at appointments if this is needed to support conversation, for example, a British Sign Language interpreter. 
4. Health and care staff and organisations should support you to communicate, for example, to lip-read or use a hearing aid. 

What can you do if your communication needs are not met? 

We know that not all services are fully compliant with the Accessible Information Standard. 

If you do not receive information about your health and care in a format that suits you, you can: 

1. Remind service staff that they have a legal duty to provide accessible information under the Accessible Information Standard. 
2. Make an informal complaint to the nearest Patient Advice and Liaison Service which can help you to resolve issues informally.
3. Make a formal complaint. If you’re thinking about making a complaint, you are entitled to support from the independent NHS Complaints Advocacy Service. 
4. Share your experience with us, who will feed back to local services and decision-makers, as well as feed into Healthwatch England’s national advocacy work. 
5. Get involved with your local Patient Participation Group or patient reference group – groups of patient volunteers which work to represent the voices of patients and improve services.