Do you have a disability, impairment or sensory loss and need to receive information in a way you can easily understand?
If YES, please inform us at reception so we can make sure you have access to information you understand.
Accessible Information Standard Policy
The Accessible Information Standard aims to ensure that people with disabilities have access to information they can understand, and the communication support they may need. The Standard applies to service providers across the NHS and adult social care system, organisations that provide these services like GP surgeries are required by law to follow the Standard under Section 250 of the Health and Social Care Act.
Key requirements
There are five key requirements of the Standard:
- Ask patients and carers if they have any information or communication needs, and find out how to meet their needs.
- Record those needs clearly and in a set way.
- Highlight or flag a patient’s file, so it is clear that they have information or communication needs, and clearly explain how those needs should be met.
- Share information about a person’s needs with other NHS and adult social care providers, when they have consent or permission to do so.
- Take steps to ensure that people receive information which they can access, understand and receive communication support if they need it.
What We Will Do To Meet the Standard
1. Ask patients and carers if they have any information or communication needs, and find out how to meet their needs
Thornfield Medical Group will ask patients and their carers to tell us if they have any communication or information needs relating to a disability, impairment or sensory loss and how we can meet their needs.
New patients will be asked at the point of registration if they have any communication or information needs relating to a disability, impairment or sensory loss, and if so, what they are (there is a section on the New Patient Questionnaire that covers this question).
All staff will make appropriate arrangements for individuals to discuss their communication needs privately, should they wish to do so, whilst ensuring that sufficient information is ascertained and recorded accurately.
Patients should be asked to self-define their communication/information needs and not their disability or impairment.
2. Record those needs in a set way
Thornfield Medical Group will ensure that the necessary clinical coding of communication needs is added to the clinical records of patients. They will also ensure that the appropriate on-screen alert is operating and that it includes information regarding the preferred communication channel or what level of communication support is needed.
3. Highlight a patient’s file, so it is clear that they have information or communication needs, and clearly explain how these needs should be met
In order to inform all users and provide the opportunity to keep information up to date Thornfield Medical Group will make use of alerts on the SystmOne clinical system, thereby indicating that an individual has an information or communication need and how the need should be met.
4. Share information about a person’s needs with other NHS and adult social providers, when they have consent or permission to do so
Thornfield Medical Group will ensure that data about patient information or communication needs is shared appropriately. Consent must be obtained and is to be clearly identifiable and separate from other comments entered into the healthcare record.
Clinical members of staff are responsible for ensuring that, when a patient is referred to any other NHS or social care organisation, they are asked (at the time of consultation) for permission to share their communication needs with the other organisation.
5. Make sure that people get information in an accessible way and communication support if they need it
Thornfield Medical Group provides one or more contact methods which are accessible to the patients. Methods include email, text message, telephone, online and in person.
Where information/communication needs are identified, information will be provided in one or more accessible formats. Alternative formats can be provided if available either through auto-generated systems, or through prompting staff to make alternative arrangements.
The organisation will ensure that a ‘hearing loop’ is available throughout the premises or that a portable loop is available.
Where needed, appropriate professional communication support is arranged by the practice to enable patients and carers to effectively receive NHS care i.e. Text Talk, Interpreters.
A patient’s family member, friend or carer may also provide necessary support in certain circumstances and where this is the patent’s explicit preference (which should be recorded).
Patients or carers themselves must not be asked to meet the costs of any information or communication needs.