The Accessible Information Standard - What you can expect from services
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 – for example, in large print or braille, or easy-read.
Services must also support people to communicate, for example by arranging a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate.
What services 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.
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 Care Quality Commission 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.
