1. NHS Accessible Information Standard Provider Forum Briefing Carol Williams Adult Social Care Practice and Safeguarding Team 3 May 2016

2. What is the NHS Accessible Information Standard? The Standard aims to make sure that service users or patients with a disability, impairment or a sensory loss (and their carers or parents where appropriate):  Have access to information that they can understand.  Any communication support they might need.

3. Who does the Standard apply to? All organisations who provide:  NHS services  Such as GPs, hospitals, dentists, pharmacies, etc.  Adult Social Care (funded by the taxpayer, such as by local authorities).  Providers of NHS and Adult Social Care services such as voluntary organisations or private companies  For example, care homes, nursing homes, domiciliary care providers, etc.  Providers of public health services, including advice and information.

4. What the law requires you to do Organisations must follow the Standard by law. This is explained in:  Health and Social Care Act 2012 (Section 250) List of organisations which must have a regard for information standards. Other laws which apply include:  Equality Act 2010 The act places a legal duty on all service providers to take steps or make ‘reasonable adjustments’ in order to avoid putting a disabled person at a substantial disadvantage when compared to a person who is not disabled.  Care Act 2014 (obligations related to Information and Advice) Requirement that “Information and advice provided under this section must be accessible to, and proportionate to the needs of, those for who it is being provided.”

5. What are the five things organisations must do? 1.Ask people if they have any information or communication needs and find out how to meet their needs. 2.Record those needs clearly and in a set way. 3.Highlight or flag the person’s file or notes so it is clear that they have needs and how to meet those needs.

6. What are the five things organisations must do? 4.Share information about people’s information and communication needs with other providers of NHS and Adult Social Care, when they have consent to do so. 5.Take steps to make sure that people receive information which they can access and understand and receive communication support if they need it.

7. Key dates From 1 April 2016 organisations must: Identify and record information and communications needs:  At the first contact or registration with their service.  As part of on-going routine contact with the service. By 31 July 2016:  Follow the standard in full.

8. Accessible information This includes making sure that people get information if they need it in different formats such as:  Large print.  Braille.  Easy Read.  Audio.  By e-mail.

9. Examples An individual’s need for information in a different format can cover such items as:  General correspondence – such as appointment letters, financial documentation, timetables.  Care plans.  Prescriptions and medication plans.  Relevant leaflets – such as for complaints, adult safeguarding, service information booklets.

10. Communication support needs Also the Accessible Information Standard tells organisations how to support people’s communication needs, for example:  By offering support from communication professionals such as a British Sign Language (BSL) interpreter, Deafblind manual interpreter, speech to text reporter, etc.  Providing communication aids such as hearing loops.  Providing remote access technology if required, such as video calls.  Meeting people’s needs for longer appointments.

11. What do you need to do? Organisations need to: 1.Review current processes and recording systems. 2.Develop an implementation plan for how you will make the necessary changes to your working practices. 3.Make any necessary IT system changes and updates. 4.Raise staff awareness and provide training. 5.Communicate with the people who use your services and their carers about the Standard. 6.Provide evidence to Commissioners that your organisation is meeting the Standard.

12. Where can you go for help? Organisations can seek help from the following sources:  NHS England: https://www.england.nhs.uk/ourwork/patients/accessibleinfo- 2/provider/ https://www.england.nhs.uk/ourwork/patients/accessibleinfo- 2/provider/  Social Care Institute for Excellence: http://www.scie.org.uk/myscie/almost-there http://www.scie.org.uk/myscie/almost-there  Guidance from two UK Government departments: https://www.gov.uk/government/publications/inclusive- communication/accessible-communication-formats https://www.gov.uk/government/publications/inclusive- communication/accessible-communication-formats  The Government’s Digital Service: https://www.gov.uk/service- manual/user-centred-design/accessibility.html https://www.gov.uk/service- manual/user-centred-design/accessibility.html

13. Any questions? Carol Williams Adult Social Care Practice and Safeguarding Team Tel: 01223 706130 E-mail: carol.williams@cambridgeshire.gov.uk