|If you need support with communication when using our services, you can download this communication card to complete before your visit. |
What is the Standard?
We are committed to delivering the national
accessible information standard (AIS)
to all our patients, carers and parents. The Standard’s aim is to make sure
that people who have a disability, impairment or sensory loss, are known and
recognised when they access services. Also, that they are offered information
in a way that they can use and understand, and that any communication support
they need is identified as early as possible when they access services, so that
their requirements can be met in a way that meets their needs.
The Standard explains that we must make sure that we recognise the diverse
needs of patients and others, what the range of requirements may be from our
local service users, carers and parents and that they can access and understand
the information that they are given. This includes making sure that people get
information in the different formats that they need such as braille, large
print, easy read or via email.
The Standard does not cover translating information in to different languages
for those who do not speak or read English. However, this can be available upon
request; please contact the service or department you are attending.
For more information:
For more information about the Accessible Information Standard, please contact our Patient and Public Engagement and Inclusion Lead by emailing firstname.lastname@example.org or by calling 01709 426428.
Why must organisations follow the Standard?
Organisations must follow the AIS standard by law.
This is explained in Section 250 of the Health and Social Care Act 2012.
How we meet the standard?
As part of the accessible information standard we must do these five things:
- Ask people if they have any information or communication needs, find out what they are and how to meet their needs.
- Record those needs clearly in the patient's records, whether in an electronic record or paper notes. This information must be recorded in a set way on the right part of the record.
- Highlight or flag the patient’s file or case notes so it is clear that they have an information or communication need to make sure this can be seen whenever the record is checked and to see how to meet their specific needs.
- Share information about people’s information and communication needs with other providers of NHS and adult social care, when we have consent or permission to do so.
- Act by taking steps to ensure that people receive information they can use and easily understand, and that they receive communication support when they need it.
What to do if you have a communication need
If you (or someone you care for) needs support in
accessing any of our information, or needs support when attending the hospital,
please contact the relevant service or department directly. Contact information
is available on this website or via
switchboard on 01709 820000.
It can help to prepare for an appointment or
admission to hospital. We would like to know a little more about you when you
arrive: the first things are your name, date of birth and address. Having these
written down before coming to your appointment using the communication card
or your own document can help to avoid repeating the information for the
How can we best communicate with you?
Do you need to communicate using British sign
language (BSL), or use a deaf/blind interpreter?
Do you communicate using an aid, for example a hearing aid or a talking mat?
Do we need to have information available for you in an accessible way? For example, in large print, easy read or in braille.
Is it best to contact you by email, text phone, text message or through supportive apps, such as Relay UK?
You can download this communication card which you can complete and bring with you to the hospital or clinic appointment.
Before you come to an appointment, it would be helpful to consider what you want to tell us when you arrive so that we can communicate well with you from our very first contact.
If you don't have a printer, you can request one to be posted to you by emailing email@example.com with AIS communication card in the subject box and your postal address in the email. Alternatively you can call 01709 426428.
Useful accessible information resources
This website provides access to a range of patient information. Patient information on this website can be opened using Browse Aloud
to provide accessibility support.
For more information on the accessible information standard (AIS) please visit one of the following according to
NHS England has information, video clips and guidance for NHS service users.
CHANGE has information for patients who may want easy read or other guidance
resources to assist them.
Further information on particular needs is also available from these
Sense is for everyone living with
complex disabilities. It is for everyone who is deafblind. Sense aims to help
people communicate and experience the world. They state that no one, no matter
how complex their disabilities, should be isolated, left out, or unable to
fulfil their potential.
has worked with Sense to
develop an animated video which provides a step-by-step overview of the
Standard. The video includes subtitles and BSL interpretation
Action on Hearing
Loss is the UK’s leading
charity supporting people with hearing loss, deafness and tinnitus.
The Royal National Institute of Blind People (RNIB) is one of the UK’s
leading sight loss charities and the largest community of blind and partially
The RNIB Team can give you advice and point you to the
services that can help you face the future with confidence.