What is the Accessible Information Standard and how can it support individual needs?
What is the Accessible Information Standard (AIS)?
The AIS is a legal requirement introduced in 2016 which aims to ensure disabled people and people with impairments or sensory loss are given information they can understand, and the communication support they need, to access NHS and publicly funded adult social care services.
It aims to improve people’s health outcomes and experiences of health and social care.
Who is covered by the Accessible Information Standard (AIS)?
The AIS covers conditions that affect an individual’s ability to access, read or understand information or to communicate including those:
- 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 have a neurodivergent condition
- with dyslexia or dyspraxia
Communication support includes interpretation or translation for people whose first language is British Sign Language (BSL). It does not cover these needs for other spoken languages. Information about language interpreting in other languages in West Sussex, can be found here.
A note on needs vs preferences
The AIS requires organisations to meet an individual’s communication needs but does not require them to always provide information in an individual’s preferred format. However, the principles of person-centred care mean they should consider and respond to preferences where possible and practical.
Who must follow the Accessible Information Standard (AIS)?
By law all organisations that provide publicly funded NHS or adult social care services must have regard to the AIS. This includes:
- NHS trusts
- GP practices
- pharmacies
- ambulance services
- private hospitals and organisations providing NHS services, such as dentists
- local authorities
- adult social care and any similar commissioned services
The Equality Act 2010 places a legal duty on all service providers to take steps or make ‘reasonable adjustments’ to prevent placing a disabled person at a disadvantage compared to a person who is not disabled.
How is the Accessible Information Standard (AIS) implemented?
There are many examples of ‘reasonable adjustments’ and ways an individual may be supported with their communication needs in health and social care settings including:
- providing information in alternative formats, such as Braille, large print or Easy Read
- being offered a longer appointment
- using specific contact methods, such as text, telephone, email or letter
- support with communication aids and tools, such as hearing aids
- support from a communication professional, for example, a British Sign Language interpreter
How to meet the standard
There are six steps, which NHS and Adults Social Care services should complete to implement the standard:
- Ask: find out if people have communication and information needs.
- Record: record those needs in a clear and standardised way in electronic or paper based systems.
- Flag: use alert systems to generate specific formats or to clearly indicate needs to others.
- Share: include recorded data on people’s support needs as part of data sharing, treatment and referral processes.
- Act: take steps to ensure people’s information and communications needs are met.
- Review: regularly review needs and ensure records are up to date.
What do I do if my communications needs are not met?
If you believe your local health service is failing to meet your communications needs, there are a number of things you can do:
- Share your experience with us or the Care Quality Commission, which inspects services, as they could use it to build a picture of problems with certain services and take further action.
- Make a formal complaint via our Independent Health Complaints Advocacy Service.
- Contact your local councillor or local MP.
