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Registration Number: {{org_field_registration_no}}

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Accessible Information Standard Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} complies with the Accessible Information Standard (AIS), as mandated by the Health and Social Care Act 2012 and the Equality Act 2010. This policy sets out how we identify, record, share, and meet the communication and information needs of the people we support, their carers, and families who have disabilities, impairments, or sensory loss.

By implementing this policy, we ensure that:

• The people we support receive accessible information that enables them to understand, engage with, and make informed decisions about their care.
• Our care home is fully inclusive, supporting people with visual, hearing, speech, and cognitive impairments.
• Staff have clear guidance on how to assess, document, and meet communication needs in accordance with CQC Regulation 9 (Person-Centred Care)​, Regulation 10 (Dignity and Respect)​, and Regulation 13 (Safeguarding from Abuse and Improper Treatment)​.

2. Scope

This policy applies to:

• All staff at {{org_field_name}}, including care workers, administrators, and managers.
• The people we support, their families, carers, and advocates.
• External professionals (e.g., healthcare providers, commissioners) involved in delivering services.
• All information shared in written, verbal, and digital formats.

3. Principles of the Accessible Information Standard (AIS)

3.1 Identification of Needs

• Staff must identify individuals who have information or communication needs due to disability or sensory impairment.
• This should be done on admission, during assessments, and through ongoing care reviews.

3.2 Recording of Needs

• Identified communication needs must be documented in care records.
• The information should be clearly visible and flagged in records to ensure staff are aware.

3.3 Sharing of Information

• Communication needs must be shared with all relevant staff members to ensure consistent support.
• When necessary, we will inform external healthcare providers of these needs (e.g., hospital referrals).

3.4 Meeting Needs

• We will provide information in accessible formats such as:
  • Large print, Braille, Easy Read, and audio formats.
  • British Sign Language (BSL) interpretation.
  • Speech-to-text and alternative communication devices.
• Staff must use clear language and avoid jargon when communicating.

3.5 Staff Training and Awareness

• All staff must be trained on how to identify, document, and respond to accessible information needs.
• Training includes basic awareness of different communication methods and how to access additional support.

4. Managing Accessible Information in Our Care Home

4.1 Identifying Communication Needs on Admission

• During initial assessments, we ask individuals about:
  • Preferred communication methods (e.g., spoken, written, sign language).
  • Hearing or vision impairments requiring adjustments.
  • Cognitive disabilities that affect understanding (e.g., dementia, autism).
  • Cultural or linguistic needs, including translation requirements.
• If the person has a communication passport or support plan, this should be included in their records.

4.2 Recording and Flagging Communication Needs

• All communication needs must be:
  • Recorded in care plans and easily visible to staff.
  • Updated regularly and after significant changes (e.g., vision deterioration).
  • Flagged in digital and paper-based records to ensure awareness.

4.3 Providing Accessible Information

• All written information (e.g., care plans, complaints procedures, consent forms) must be available in alternative formats on request.
• Staff must ensure that verbal communication is clear, slow, and adapted to the individual’s needs.
• Key documents such as safeguarding procedures, emergency plans, and medication instructions must be provided in accessible formats.

4.4 Supporting People with Sensory Impairments

• For individuals with hearing loss, we provide:
  • BSL interpreters or video relay services when required.
  • Written summaries of key conversations.
  • Hearing loop systems in communal areas.
• For individuals with visual impairments, we provide:
  • Large print or Braille versions of important documents.
  • Text-to-speech software for digital content.
  • Tactile signs and contrasting colours in the care home environment.

4.5 Supporting People with Learning Disabilities or Cognitive Impairments

• Use Easy Read versions of key documents with images and simple language.
• Give extra time for conversations and check understanding.
• Offer support from an advocate or family member where appropriate.

4.6 Involving Families and Advocates

• Family members or legal representatives should be involved where the person consents or lacks capacity (following the Mental Capacity Act 2005).
• We encourage the use of communication aids, such as picture boards and talking mats.

5. Staff Training and Responsibilities

5.1 Mandatory Training

• All staff must complete training on the Accessible Information Standard (AIS).
• Training covers:
  • How to identify and record communication needs.
  • How to provide accessible information.
  • The importance of respecting individual preferences.

5.2 Staff Responsibilities

• Registered Manager ensures full compliance with the AIS and CQC standards.
• Care Staff must use appropriate communication methods tailored to individuals.
• Administrative Staff must ensure all written communication is accessible and available in alternative formats.

6. Monitoring and Continuous Improvement

6.1 Reviewing Compliance

• The Registered Manager conducts quarterly audits to ensure:
  • Communication needs are correctly identified and recorded.
  • Accessible formats are offered and provided when needed.
  • Staff are trained and confident in supporting individuals.

6.2 Feedback and Complaints

• People we support and their families can provide feedback on how well their communication needs are met.
• Complaints regarding accessibility issues will be addressed within 14 days following the Receiving and Acting on Complaints Policy (CH14)​.

7. Related Policies

This policy aligns with:

• Person-Centred Care Policy (CH07)​.
• Dignity and Respect Policy (CH08)​.
• Safeguarding Adults from Abuse and Improper Treatment Policy (CH13)​.
• Mental Capacity and Deprivation of Liberty Safeguards Policy (CH39)​.
• Communication and Engagement with Service Users and Families Policy (CH42)​.

8. Policy Review

This policy is reviewed annually or earlier if:

• Legislative changes occur.
• New technology or best practices emerge.
• Feedback from staff or the people we support highlights the need for updates.

This Accessible Information Standard Policy ensures that all individuals at {{org_field_name}} can communicate effectively, access essential information, and participate fully in their care, in line with CQC standards and legal obligations.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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