Why it’s important

The accessible information standard states that people should get information in a format they can use and understand and any support they need to use health and care services. Even though earlier versions of the accessible information standard have been published since 2016, research indicates that many disabled people and people with impairments or sensory loss are still not having their information and communication needs consistently met.

People using health and care services should:

  • Be able to contact, and be contacted by, services in accessible ways, for example, via email or text message.
  • Be able to receive information and correspondence in formats they can read and understand, for example, in audio, braille, easy read or large print.
  • Be supported by a communication professional at appointments if this is needed to support conversation, for example a British Sign Language interpreter.
  • Get support from health and care staff and organisations to communicate, for example, to lip-read or use a hearing aid.
  • Have access to a complaints process that is accessible to their communication needs so they are able to raise concerns or complaints about their care.

Identifying accessibility needs

The scope of accessibility needs is something that all NHS and adult social care organisations will need to establish. This is likely to mean considering alternative formats and services specifically for people:

  • who are blind, Deaf or deafblind
  • who have a disability, impairment or sensory loss
  • with a mental health condition
  • who have multiple or complex needs
  • who are children or young people

Organisations need to apply a consistent approach to finding out the information and communication needs of patients, their families and carers.

This means finding opportunities to ask people about their needs, recording them accurately and using this knowledge effectively to improve your services.

Our implementation guidance has more advice about the methods for identifying, meeting and reviewing people’s accessibility needs.

Legal requirements

The accessible information standard has been in force since August 2016.

By law (section 250 of the Health and Social Care Act 2012), all organisations that provide NHS or adult social care services must have regard to the standard.

Organisations that commission NHS and/or adult social care services, for example, integrated care boards and local authorities, must also support implementation of the standard through contracting and performance management arrangements with their provider organisations in line with the requirements of the Equality Act 2010.

The NHS Constitution states:

“You have the right to be involved in planning and making decisions about your health and care with your care provider or providers, including your end of life care, and to be given information and support to enable you to do this. Where appropriate, this right includes your family and carers.”

In addition:

  • The Equality Act 2010 places an anticipatory legal duty on all service providers to make “reasonable adjustments” to avoid putting a disabled person at a substantial disadvantage when compared to a person who is not disabled, including making reasonable adjustments in the provision of information. Implementing the standard also helps relevant organisations to make reasonable adjustments for people with disabilities as part of their duties under the Equality Act 2010, and to comply with the public sector equality duty.
  • The Care Act 2014 includes the requirement that, “information and advice provided under this section must be accessible to, and proportionate to the needs of, those for whom it is being provided.

Next steps: Find out how to assess your level of compliance