Accessible Information

As a hearing care provider, you need to make reasonable adjustments to avoid putting a disabled person at a substantial disadvantage when compared with a person who is not disabled [1]. This guidance explains what you can do locally to meet the information and communication of patients with a disability.

The Accessible Information Standard (the Standard) applies to all NHS providers in England. You can still use the Standard and the guidance below if you do not hold an NHS contract.

The Standard sets out a specific and consistent approach to identifying, recording, flagging, sharing and meeting information and communication support needs. This includes five main steps:

1. Ask: always find out if a patient has any information or communication support needs relating to a learning disability, sensory loss or other impairment (e.g. stroke)
2. Record: clearly and consistently record those needs in paper or electronic records
3. Alert/Flag: ensure that the recorded needs are ‘highly visible’ whenever the individual’s record is accessed
4. Share: people’s information and communication needs in communications about referral, discharge and handover
5. Act: make reasonable adjustments to ensure that people receive information in a format they can understand.

Read the full form Accessible Information Standard guidance for community audiology practices in England. It sets out what you need to do to comply fully with the Standard.

There is currently no equivalent Standard in other parts of the UK but you can still use the guidance above.

If you work in Scotland, your patients can benefit from the British Sign Language (BSL) video relay service funded by the Scottish government. Learn more.

Originally published: July 2016

Reviewed: September 2020

Next review date: January 2023

Info: This guidance was updated September 2020 as part of NCHA’s website upgrade. Minor amendments were made to the main body of text – including updating contact details – and the layout updated. No material changes.

[1] The Equality Act 2010 – England, Scotland and Wales. With a few exceptions the Equality Act 2010 is not part of the law of Northern Ireland. The Disability Discrimination Act 1995 (as amended) remains in force in Northern Ireland.  Source: http://www.legislation.gov.uk/ukpga/2010/15/notes/division/2/6, accessed 24 November 2019