Improving accessible information
This effort is guided by the Accessible Information Standard, a law that requires all NHS and adult social care organisations to provide information in formats that meet the needs of their patients.
Despite these legal requirements, many people still struggle to get information in a format they can understand. Our accessible information report in June 2022 shared the views and experiences of people facing these challenges. Here are some key findings:
- Lack of awareness: Two-thirds of respondents said they had never been asked if they needed information in a different format.
- Dependence on others: 59% had to rely on someone else to read information to them when it was not provided in an accessible format.
- Emotional impact: People felt frustrated, angry, and invisible when their communication needs were not met, leading to a loss of independence and missed appointments.
- Inconsistent practices: While some organisations provide accessible formats, there is a lack of consistency across health and social care services.
- Preferred format requests: Many people are not consistently asked about their preferred format, and even when they are, organisations often fail to follow through.
"The system doesn’t anticipate that not everyone can use the phone."
The experiences of people locally
Read about Marnie and Ian's experiences with accessible information.
Why accessible information is important - Marnie's story
My journey with not getting accessible information - Ian's story
Your feedback has made an impact
Since Healthwatch North Yorkshire made several recommendations to healthcare providers, significant improvements have been made.
Continued improvements to accessible information
People have told us they want to see improvements to accessible information continue:
- Ask and act: Always ask people about their preferred format and ensure this information is recorded and used.
- Organisational priority: Make accessible information a priority from the top down, with committed staff championing this cause.
- Involve people: Listen to people who have accessibility needs and work with them to find practical solutions.
- Provide choices: Offer information in various formats to meet individual needs, as digital solutions are not suitable for everyone.
- Share good practices: Share progress and challenges with colleagues, departments and other organisations to continuously improve.
By listening to feedback and acting, healthcare providers can significantly improve the accessibility of information. This ensures that everyone, regardless of their communication needs, can receive the support and information they need to manage their health effectively.
