Accessible information

All organisations that provide NHS or adult social care are legally required to follow the Accessible Information Standard (AIS).  The AIS aims to make sure that people who have a disability, impairment or sensory loss get information that they can access and understand and get any communication support that they need.

As an organisation we want to make sure that our patients/service users, and where appropriate carers and parents, can access and receive information in formats that they can understand. This is very important for everyone, especially those that have difficulty seeing, hearing or have a learning or physical disability.

Our aim is to make sure that we support our patients/service users, their carer/s or parents to get information in different formats, if they have any information and communication needs.  For example by receiving information in large print, yellow paper, large print on yellow paper, easy read format (words and pictures) or via email.

As part of the accessible information standard we are going to do five things:

• Ask and identify any information or communication needs. Find out how to meet those needs where they relate to a disability, impairment or sensory loss
• Record those needs clearly
• Flag the information or communication needs and how to meet those needs
• Share information about our patients/service users information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so
• Meet needs by taking steps to ensure that people receive information which they can access and understand, and receive communication support if they need it

NHS England and NHS Improvement has developed a video which provides a step-by-step overview of the AIS.

NHS England has also produced an Overview of The Accessible Information Standard.

We offer the following services:

• Hearing loops available in a number of reception areas
• Large print patient letters and patient information leaflets
• Easy read
• Contact by text or email
• Personalised communication for people with a learning disability
• Communication support using the ‘This is me’ leaflet (Alzheimer’s Society) for people who have dementia

To help us make sure we get things right we need to record our patients/service users information and communication needs in their Electronic Patient Record.

We ask that you inform the receptionist, nurse, doctor, allied health care professional either in the outpatient clinic or on the ward how we can help you meet your information and communication need.

You can also contact the Patient Experience Team for further information:

Patient.experience@bthft.nhs.uk or telephone: 01274 364810, Monday – Friday between 9.00am and 4.00pm

You can also inform us of your communication needs by completing and returning the Are we communicating clearly form to us.

If you require further information please email england.nhs.participation@nhs.net or call 0300 311 22 33.

These easy read leaflets are available in printed versions, to request a copy please email Patient.experience@bthft.nhs.uk.

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