Accessible Information Standards

At Lees Medical Practice we want to make sure that we are communicating with you in a way that is easy for you and that you can understand. As a practice, we are currently working towards the Standard and identifying those patients with information and communication needs.

We will do our best to ensure that your needs are met and with your permission record this on your file and share information with other NHS and adult social care providers.

We will ask patients and carers to tell us if they have any communication or information needs relating to a disability, impairment or sensory loss , and if so, what they are.

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).

Existing patients can be asked opportunistically (e.g.  when making an appointment, with repeat prescriptions, newsletters, posters, email, text message, information screens and website)

We will keep a log of which patients have been asked about their accessible information requirements and review this information every 12mths, to ensure it is kept up to date.

Patients will be asked in the accessible information standard questionnaire to share permission with other NHS and Adult Social Care services.

Where permission has been given, the communication or information needs will be included as a routine part of any letter or referral (or other communication with NHS or Adult Social Care services).

The practice will provide one or more contact methods which are accessible to the patients. The method must allow the patient to contact the practice, and staff must use this method to contact the patient. Method includes email, text message, telephone or letter.

Where information and communication are identified, information (e.g. correspondence) will be provided in one or more accessible formats (e.g. non-standard print) Alternative formats can be provided if available either through auto-generated systems, or through prompting staff to make alternative arrangements. The adjustments made should be reasonable – but this does not mean that the patient must always receive information in their preferred format. What is important is that they can access and understand the information.

Where needed, appropriate professional communication support is arranged by the practice to enable patients and carers to effectively receive NHS care.

Interpreters and other communication professionals (e.g British Sign Language (BSL)interpreters and deafblind manual interpreters)must have appropriate qualifications, Disclosure and Barring service clearance, and be signed up to the relevant professional code of practice.

Appropriately qualified practice staff who are registered as communication professionals may also provide professional communication support, in certain circumstances and where there is patient consent (which should be recorded).

A patient’s family member, friend or carer may also provide necessary support in certain circumstances and where this is the patient ‘s explicit preference(which should be recorded)

The practice will refer to the NHS England guidance for further information on the use of practice staff, family members, friends and carers for further communication support, including safeguarding and consent.

Patient and carers themselves will not be asked to meet the cost of any information or communication needs.

For further information please contact the Practice Manager.