The Accessible Information Standard: Your rights in health services
It applies to organisations providing NHS and publicly funded adult social care services.
The standard aims to make sure people receive information in ways they can understand and get the communication support they need to use services safely.
It requires health and care services to:
- identify people's communication needs
- record those needs
- ensure staff can see them
- share them when appropriate
- provide accessible information
- regularly review those needs
The aim is to make sure people are not placed at a disadvantage when accessing health services because of communication barriers.
This requirement also supports the Equality Act 2010, which requires services to make reasonable adjustments for disabled people.
Who does the standard support?
The Accessible Information Standard supports people who have communication needs related to:
- vision loss (blind or partially sighted people)
- hearing loss or deafness
- learning disabilities
- autism
- speech or communication difficulties
- conditions such as aphasia
It can also apply to carers or family members involved in someone’s care if they have communication needs themselves.
Examples of accessible information and support
Health and social care providers may provide information in different formats depending on your needs, including:
- Large print
- Braille
- Easy Read
- Audio recordings
- Email instead of printed letters
- Text messages
You may also receive communication support, such as:
- a British Sign Language (BSL) interpreter
- a deafblind interpreter
- support from an advocate
- longer appointments to allow more time for communication
Five things you should expect from health and care services
If you speak to a doctor, dentist, hospital or social care provider, you should expect the following.
1. You should be asked about your communication needs
Services should ask if you have any information or communication needs, and how they can support you.
This may happen when you:
- register with a service
- attend an appointment
- update your details
2. Your needs should be recorded
If you have communication needs, they should be recorded in your health or care records so staff can see them.
3. Your needs should be clearly flagged
Your records should highlight your communication needs so staff know what adjustments are required.
For example, the system may alert staff that you need information in large print or require a BSL interpreter.
4. Your needs may be shared with other services
With your consent, information about your communication needs may be shared with other NHS or social care providers.
This helps ensure the right support is available if you are referred to another service.
5. Information should be provided in a way you can understand
Services must provide information in formats you can access and understand.
They should also arrange communication support where needed so you can:
- understand your treatment
- make decisions about your care
- give informed consent
- raise concerns or make a complaint
Why the Accessible Information Standard matters
Good communication is essential for safe healthcare.
Without accessible information, people may struggle to:
- understand medical advice
- attend appointments
- manage their health conditions
- make informed decisions about treatment
The Accessible Information Standard helps ensure everyone can access health and care services equally.
Find out more
Find out more about the Accessible Information Standard.
Share your experience with Healthwatch County Durham
Healthwatch wants to hear about your experiences of using health and social care services.
If you have:
- not been asked about your communication needs
- struggled to get information in an accessible format
- had difficulty accessing services because of communication barriers
you can share your experience with us.
Your feedback helps improve services for people across the community.