Accessible Information Standard

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Worcestershire Acute Hospitals NHS Trust wants to make sure that every patient and service user, can find the information and access the services they need.

People with physical, sensory and learning disabilities and those whose first language is not English should be able to contact us in a way that is right for them. Our aim to make it as easy as possible to ensure this is happening.

If you need help to understand particular documents, or require an Interpreter to be present at an appointment we can arrange this. If this is the case if you let your Health Care Professional know prior to attending your appointment/meeting. We will then endeavour to ensure arrangements are in place.

We can arrange for documents to be translated into other languages, Easy Read or other formats where there is a specific request.

Hearing Loops

Hearing loops are fitted in various departments across our hospitals.

If you require an induction loop at an appointment you are attending, please contact your Health Care Professional. They will endeavour to make this available for you.

British Sign Language

BSL Interpreters are available upon request; we use digital interpreting and face to face interpreters. If you require an interpreter for your appointment you can check an interpreter has been booked for your (or someone you care for’s) appointment here or by sending a text message to: 07887 622 746.

Other languages

If you do not speak English as your first language we can help you to get the information you need in your language.

If you, or someone who can speak for you, contacts us, we can arrange for an interpreter to be present. This is either by video, telephone or face to face.

We work with a nationally recognised organisation, Word360 Limited. All interpreters are CIC or DPSI accredited and have been vetted through the Disclosure and Barring Service (DBS), formerly known as CRB. They also complete relevant training, including Safeguarding Children and Adults and PREVENT.

In line with patient confidentiality and GDPR regulations, everything you share with your interpreter is treated in strict confidence. No calls are recorded.

Information requirements

If you need information in another format, e.g. electronically, large print or on audio tape, or need to understand a document or information in your language, then please ask a member of staff who can arrange this.

An Introduction to the Accessible Information Standard

On 24 June 2015, the new Accessible Information Standard was approved by the Standardisation Committee for Care Information (SCCI).

All organisations that provide NHS or adult social care must follow the standard. This includes NHS Trusts and Foundation Trusts, and GP practices. Organisations that commission NHS and adult social care services must also make sure that they support the standard.

The Accessible Information Standard tells organisations how they should ensure that disabled patients/service users and, where appropriate, carers and parents, receive information in formats that they can understand, and that they receive appropriate support to help them communicate.

As part of the accessible information standard, organisations that provide NHS or adult social care must do five things. They must:

  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 information or communication needs and how to meet those needs.
  4. Share information about people’s information and communication needs with other providers of NHS and adult social care when they have consent or permission to do so.
  5. Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.

More Information 

There is more information about the accessible information standard, including the Specification and Implementation Guidance: www.england.nhs.uk/accessibleinfo

A short update about the approval of the standard is available:

If you would like a copy of the introduction to Accessible Information Standard in an alternative format, for example, braille, please contact NHS England by email:  england.nhs.participation@nhs.net or telephone 0113 825 0861.

The Standard also tells organisations how they should make sure that people get any support with communication that they need. For example, support from a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate.

Current Progress

Worcestershire Acute Hospitals NHS Trust is currently working towards complying with the standards.

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