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Making care better with you

Talk to us 0330 355 1285 enquiries@healthwatchcambridgeshire.co.uk


Accessible Information Standard

Since 31 July 2016, all organisations that provide NHS care or adult social care are legally required to follow the Accessible Information Standard.

The five accessible information rules. 1, Ask how you want to get  information. 2, Record what you tell them. 3, Always provide information in a  way you can read or understand. 4, Share your information needs  with people they refer you to. 5, Make sure you can contact  them in an accessible format NHS England’s Accessible Information Standard tells organisations what they need to do to make sure their services are accessible for people with disabilities and sensory loss. This includes patients, service users, carers and parents.

The standard aims to make sure that you are give information in a format that you can easily read or understand with support, so you can communicate effectively with health and social care services. Examples of formats include: email, Easy Read, braille, large print, audio; or communication support such as a British Sign Language Interpreter.

Importantly, the new standard is in addition to the existing obligation under the Equality Act 2010 on service providers (including the NHS) to provide information in accessible formats. 

What this means for you or the person you care for 

  • Organisations must ask you if you need help to contact them, communicate well or to understand letters or health information.
  • They must record your communication and/or information needs so that they know how to support you without you having to request it each time you visit them or receive treatment and/or care. For example, if you cannot use the telephone and require an accessible alternative such as email or SMS text.
  • They must make sure your communication and/or information needs are highly visible or linked to an electronic alert on your care record so they know when to take appropriate action. For example, to make sure a British Sign Language (BSL) interpreter is booked ahead of your check-up.
  • They must share your communication and/or information needs if they refer you to another service, for example, a hospital specialist. They need to ask your consent to do this.
  • They must make sure one or more accessible contact and/or communication methods are available for you to use, if you need them. For example, SMS text or Text Relay if you can’t use the telephone – and/or access to a BSL interpreter during your appointment.

What Healthwatch Cambridgeshire is doing

At Healthwatch Cambridgeshire, we want to know what’s really happening for people locally. Are services as accessible as they should be?

We are working with Cambridgeshire Deaf Association (CDA) and Cambridgeshire Hearing Help, to talk to deaf and hearing impaired people about this. 

We will be writing a report about our findings which we will use to help improve services.  The report will be published in the summer of 2017

You can also contact us by email at enquiries@healthwatchcambridgeshire.co.uk or by Next Generation Text. If you email us and ask for a call-back, please let us know if you have a TextNumber

For more information

Action on Hearing Loss  Royal National Institute of Blind people (RNIB)  CHANGE  Sense

You can find more information about the Accessible Information Standard on the NHS England website, here

To find out more, you can contact NHS England at: england.nhs.participation@nhs.net or 01138 253002 or write to them at Accessible Information Standard, NHS England, 7E56, Quarry House, Quarry Hill, Leeds, LS2 7UE.



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