{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

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), DAPB1605 (published under section 250 of the Health and Social Care Act 2012, as updated in June 2025), and meets our duties to make reasonable adjustments under the Equality Act 2010. The AIS sets out how providers of NHS and publicly funded adult social care services must identify, record, flag, share, meet and review the information and communication support needs of people with a disability, impairment or sensory loss (including carers and family members involved in their care who have such needs). NHS England

This policy also supports compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (including, where relevant to communication and accessible information: Regulation 9 (person-centred care), Regulation 10 (dignity and respect), Regulation 11 (need for consent), Regulation 16 (receiving and acting on complaints), Regulation 17 (good governance), Regulation 18 (staffing/training), and Regulation 20 (duty of candour)). Care Quality Commission

We will process and share information about communication needs lawfully and securely in line with UK data protection legislation (UK GDPR and the Data Protection Act 2018) and our confidentiality policies.

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. Accessible Information Standard (AIS) – Six steps we must follow (DAPB1605)

We follow the six AIS steps to ensure information and communication support needs are identified, recorded, actioned consistently, and kept up to date.

3.1 Step 1 – Identify

Staff must identify whether a person (or involved carer/family member) has information or communication needs related to a disability, impairment or sensory loss at first contact / admission or as soon as practical thereafter. At the next interaction, staff must check the recorded needs are still correct and update them if required. Staff must not make assumptions: the person should define what support they need, and the record must be specific about the support required (not just the diagnosis).

3.2 Step 2 – Record

Identified needs must be recorded clearly in the person’s care record and relevant systems, using consistent wording so that all staff can understand what is required (for example: “needs large print size 16”, “requires BSL interpreter”, “prefers information by email”, “needs Easy Read with pictures”).

3.3 Step 3 – Flag

Recorded needs must be clearly visible (flagged) in paper and/or electronic records so staff can quickly see the adjustments required before communicating with the person.

3.4 Step 4 – Share

Where appropriate, we will share communication and information needs with other providers (for example during referral, discharge or handover) so the person does not have to repeat requests, and so needs are met across services. This will only be done with the person’s consent or another lawful basis where consent is not possible/appropriate.

3.5 Step 5 – Meet

We will take practical steps to ensure the person receives information in an accessible format and receives communication support that meets their needs (for example: large print, Easy Read, audio, braille, email/text contact, communication professional such as a BSL interpreter, and staff support to use hearing aids or lip-reading).

3.6 Step 6 – Review

We will review information and communication needs regularly and consistently to ensure records remain accurate (for example at care plan reviews, after hospital attendances, after changes in health status, and whenever the person requests a change). Where systems allow, prompts/reminders will be used to ensure staff check needs during routine record updates.

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 spoken-language needs (for example, spoken-language interpreting) are not covered by the AIS, but we will still meet these needs through person-centred care and equality duties, using interpreting/translation services where appropriate.
• 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.

4.7 Sharing communication needs lawfully, safely and appropriately

1. We will explain to the person (and, where appropriate, their representative) why we record and share information about communication needs and how this helps ensure needs are met consistently across services.
2. We will obtain and record the person’s consent to share communication needs with relevant external providers wherever possible, and we will record any restrictions (for example, “do not share with X”).
3. Where a person lacks capacity to consent, we will follow the Mental Capacity Act 2005 and record a best-interests decision about sharing information that is necessary to provide safe, person-centred care.
4. We will share the minimum necessary information and only with those who need it to provide care (for example during referral, discharge and handover), and we will do so in line with our data protection and confidentiality policies.

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.

Training will reflect the current national AIS requirements (DAPB1605, June 2025 update), including the sixth “review” step and self-assessment approach.

5.2 Staff Responsibilities

• Registered Manager / Service Lead: Accountable for day-to-day implementation of this policy and ensuring staff follow the AIS six steps.
• Accessible Information Standard (AIS) Lead (Named Role): The Registered Manager will appoint an AIS Lead responsible for coordinating implementation, supporting staff, maintaining resources (templates, accessible formats, interpreter arrangements), and overseeing the AIS self-assessment and action plan.
• All staff: Must check the person’s recorded needs before communicating; use the required accessible format/support; and update records whenever needs change.
• Administration team: Must ensure letters, notices, care documentation and complaint information can be produced and issued in the required accessible formats and within required timescales.
• Governance oversight (Provider/Nominated Individual): Receives regular assurance that the service is meeting AIS requirements through audit results, incident/complaint themes and improvement plans.

6. Monitoring and Continuous Improvement

6.1 Reviewing Compliance and Assurance

The Registered Manager and AIS Lead will maintain oversight through:

1. Quarterly audit of a sample of care records to confirm needs are identified, recorded, flagged, met and reviewed.
2. Annual AIS self-assessment using the national AIS self-assessment framework/template, producing an action plan with owners and deadlines.
3. Evidence for CQC (examples may include): accessible versions of key documents, interpreter booking processes, staff training completion, audit outcomes, complaints/feedback themes, and examples of effective handover/referral information sharing (with consent).
4. Annual reporting within governance arrangements so that the provider can evidence compliance with the updated AIS and continuous improvement; where applicable, we will be able to publish our compliance position in line with national expectations.

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)​.

Information about how to complain (including how to access advocacy/support) will be available in accessible formats on request, and people will be able to make complaints using accessible contact methods (for example email/text/communication support). This supports compliance with Regulation 16 (Receiving and acting on complaints) and the AIS requirement to meet information and communication needs.

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)​.

• Equality, Diversity and Inclusion / Reasonable Adjustments Policy (where applicable).
• Data Protection, Confidentiality and Information Governance Policy.
• Consent Policy (or ensure MCA/consent is clearly covered in CH39/other policy).
• Duty of Candour Policy (or Incident Management Policy) to ensure open communication is accessible.

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.

---

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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.