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Accessible Information Standard

A patient talks to a clinician

The Accessible Information Standard means all NHS Trust's must offer reasonable adjustments to help people with disabilities or sensory loss to fully understand the information we give them. It applies to both communication about and during an appointment and any information we give to take away.

We are working to meet all the core requirements of the Standard for everyone we provide care and treatment to. These are:  

  1. Identification of needs: identify what communication / information needs you may have relating to a disability or sensory loss.

  2. Recording needs: record your needs in a clear, unambiguous and standardised way in electronic and paper notes.

  3. Flagging needs: ensure that your recorded needs are 'highly visible' and prompt our staff to act whenever they look at your notes.

  4. Sharing needs: include information about individuals' information / communication needs when sharing information with other services or referring people to other parts of the NHS and social care.

  5. Meeting needs: take steps to ensure you receive communication support if you need it and information which you can access and understand.

It is vital that the information that we provide you is clear and in a format that you understand.

If you require any information or leaflets to be provided to you in a different format, please raise this with your clinician at your next appointment or contact our Patient Advice and Liaison Service (PALS). Details for contacting PALS are below. We will record your needs for all future appointments.

What we can offer now

It is our responsibility as an NHS organisation to follow the Standard, and in order to meet the needs of our patients and carers, we offer the following services:

  • British sign language interpreting in appointments

  • Hearing loops in most waiting areas and clinics. Please contact our Patient Advice and Liaison Service (PALS) to check whether the service you are planning to visit has a hearing loop available. Details for contacting PALS are below.

  • Braille

  • large print

  • audio 

  • easy read 

  • contact by text or email 

  • health/communication passports

It is important that the information we provide for you is clear and accessible. One of the fundamental principles of the Accessible Information Standard is that our patients, service users, carers and parents are asked to self-define their information and/or communication support needs, and that these needs (rather than disabilities) are recorded.

If your requirements are not being met, please let us know so we can fix this. Please talk to your clinician about this first. If for any reason you're not getting the support you need you can contact our Patient Advice and Liaison Service (PALS) on 0800 953 0363 or email: pals.hrch@nhs.net

Further information and useful links can be found via links to the below: