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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Ensuring Accessible Information Policy

1. Purpose and Scope

The purpose of this policy is to outline how {{org_field_name}} complies with the Accessible Information Standard (AIS), ensuring that individuals with communication needs receive information in formats they can understand and are supported to communicate effectively. This policy applies to all staff, volunteers, and contractors working within the company and covers all interactions with service users, families, and carers.

The Accessible Information Standard, introduced by NHS England under Section 250 of the Health and Social Care Act 2012, mandates that health and social care providers identify, record, flag, share, and meet the information and communication needs of individuals with disabilities, sensory impairments, or other communication challenges.

2. Policy Statement

{{org_field_name}} is committed to:

• Ensuring equal access to information for all service users.
• Supporting individuals with communication needs to express themselves effectively.
• Adhering to the Accessible Information Standard throughout the care journey.
• Promoting a culture of inclusivity and respect for individual needs.
• Providing staff with appropriate training and resources.

We believe that effective communication is fundamental to delivering safe, person-centred care and promoting dignity, independence, and choice.

3. Legal and Regulatory Framework

This policy aligns with the following legislation and guidelines:

• Health and Social Care Act 2012 (Section 250)
• Equality Act 2010
• Care Act 2014
• Human Rights Act 1998
• Accessible Information Standard (2016)
• CQC Fundamental Standards

4. Key Principles of the Accessible Information Standard

The AIS comprises five key steps:

1. Identify: Identify the communication needs of service users, carers, and families.
2. Record: Record these needs clearly and consistently in care records.
3. Flag: Ensure needs are flagged so staff are aware during every interaction.
4. Share: Share information about communication needs with relevant staff and partners.
5. Meet: Ensure individuals receive information in appropriate formats and communication support.

5. Identifying Communication Needs

We identify communication needs at the initial assessment stage and throughout the care journey. This includes:

• Asking individuals if they have specific communication needs.
• Recording preferred communication formats (e.g., large print, Braille, Easy Read).
• Identifying sensory impairments, cognitive conditions, or language barriers.
• Involving family members and advocates where appropriate to clarify needs.
• Using formal assessments if communication challenges are complex.

6. Recording and Flagging Needs

All identified needs are recorded in service user care plans and electronic records. These records include:

• Preferred communication methods.
• Required aids or adaptations (e.g., hearing loops, interpreters).
• Emergency communication plans.
• Notes on evolving needs and updates during care reviews.

Flags are applied to ensure staff can quickly identify communication needs during interactions.

7. Meeting Communication Needs

To meet individual needs, we provide:

• Alternative Formats: Large print, Braille, Easy Read, audio, and digital formats.
• Communication Support: British Sign Language (BSL) interpreters, speech-to-text reporters.
• Assistive Technologies: Hearing aids, communication apps, screen readers.
• Language Support: Interpretation and translation services for non-English speakers.

Staff ensure that:

• Information is clear, concise, and jargon-free.
• Service users can ask questions and clarify information.
• Support is available during appointments and care planning.
• Communication plans are reviewed regularly to address changing needs.

8. Staff Roles and Responsibilities

All staff are responsible for:

• Identifying and respecting communication needs.
• Using appropriate formats and aids.
• Reporting unmet needs to the management team.
• Encouraging service users to express concerns or feedback regarding communication.

Managers: Ensure policy implementation, staff training, and continuous improvement. Care Workers: Identify and address communication needs during care delivery. Admin Staff: Ensure accessible appointment letters and correspondence.

9. Training and Awareness

All staff receive training on the Accessible Information Standard during induction and annual refreshers. Training covers:

• Recognising communication needs.
• Using assistive technologies and alternative formats.
• Promoting inclusive communication practices.
• Addressing unconscious bias and cultural sensitivities.
• Handling sensitive information securely.

Regular workshops and e-learning modules reinforce learning and build confidence in meeting communication needs.

10. Monitoring and Quality Assurance

We ensure policy adherence through:

• Regular audits of care records and communication plans.
• Feedback from service users and families.
• Staff supervision and performance reviews.
• Spot checks and observation of care delivery.

Findings from audits are used to identify gaps, update practices, and inform training needs.

11. Information Sharing and Consent

Information about communication needs is shared with:

• Internal teams providing care.
• External health and social care providers, with consent.

We ensure:

• Data is shared securely and only when necessary.
• Service users understand and consent to information sharing.
• Privacy and confidentiality are maintained at all times.

12. Addressing Unmet Needs and Complaints

If communication needs are not met:

1. The issue is reported to the care coordinator.
2. An assessment is conducted to identify gaps.
3. Solutions are implemented promptly.
4. Staff are provided with refresher training if required.

Complaints about accessible information are handled under our complaints policy, ensuring a fair and timely resolution.

13. Promoting Inclusive Communication

We promote inclusive communication by:

• Displaying posters and leaflets in accessible formats.
• Providing accessible website content.
• Engaging with advocacy and community groups.
• Conducting awareness campaigns for service users and staff.
• Using feedback to improve communication strategies.

14. Supporting Service Users with Complex Needs

For service users with complex communication needs, we:

• Conduct detailed assessments involving multi-disciplinary teams.
• Develop tailored communication plans.
• Provide specialist support, such as speech and language therapists.
• Ensure family members and carers are involved in care planning.

{{org_field_name}} is dedicated to ensuring that all service users, regardless of their communication needs, can access information, express themselves, and participate fully in their care. By adhering to the Accessible Information Standard, we promote dignity, choice, and independence while delivering safe, effective, and person-centred care.

We believe that communication is a fundamental right and that every individual deserves to receive information in a way they can understand. This commitment extends across all aspects of our service delivery.

All staff must adhere to this policy, ensuring an inclusive and respectful environment for everyone we support.

15. Policy Review

This policy is reviewed annually or sooner if there are legislative changes. Updates are communicated to staff, and additional training is provided if needed.

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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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