Registration Number: {{org_field_registration_no}}

Accessible Information Standard Policy

1. Purpose and Scope

The purpose of this policy is to set out how {{org_field_name}} complies with the Accessible Information Standard (AIS) and related legal requirements, so that people with information and communication needs can access, understand and use information about their care and receive the communication support they need. This policy applies to all staff, volunteers and contractors working for {{org_field_name}} and covers all interactions with people who use our service, their families, carers and advocates.

The Accessible Information Standard is an NHS England information standard (currently DAPB1605: Accessible Information) issued under section 250 of the Health and Social Care Act 2012, as amended by the Health and Care Act 2022. All providers of NHS care and other publicly funded adult social care – including CQC-registered domiciliary care services – must comply with this standard.

This policy also supports our compliance with the Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including the CQC fundamental standards on person-centred care (Regulation 9), dignity and respect (Regulation 10) and good governance (Regulation 17), and with the CQC Single Assessment Framework quality statements, such as Equity in access and Listening to and involving people.

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, and should be read alongside, the following legislation, regulations and guidance (as amended):

Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including the CQC fundamental standards (particularly Regulations 9, 10, 11, 12 and 17).
Health and Social Care Act 2012, section 250, as amended by the Health and Care Act 2022, which makes compliance with information standards (including the Accessible Information Standard) mandatory for CQC-registered providers.
NHS England Accessible Information Standard – currently DAPB1605: Accessible Information (updated 2025), and associated implementation guidance.
Equality Act 2010 (including the duty to make reasonable adjustments).
Care Act 2014, including duties around information, advice and prevention.
Human Rights Act 1998.
Data Protection Act 2018 and UK GDPR, in relation to recording, storing and sharing information about people’s communication needs.
CQC guidance on meeting the Accessible Information Standard and the Single Assessment Framework quality statements, including Equity in access and Listening to and involving people.

4. Key Principles of the Accessible Information Standard

The Accessible Information Standard sets out a consistent, six-step approach to ensuring people’s information and communication needs are met. We will:

Identify – Ask people, as early as possible and at regular intervals, whether they have any information or communication needs related to a disability, impairment or sensory loss, and what those needs are.
Record – Clearly and consistently record those needs, in a standardised way, in the person’s care records and any relevant electronic systems.
Flag – Apply a visible alert or “flag” on records and relevant systems so that everyone involved in the person’s care is immediately aware of their needs.
Share – Share information about people’s information and communication needs securely and appropriately with other teams or organisations involved in their care, where this is lawful and in the person’s best interests.
Meet – Ensure that people receive information in formats they can understand and have access to any communication support they need, at every key point in their care.
Review – Regularly review and update people’s recorded needs and the effectiveness of any adjustments, especially when there are changes in their health, circumstances or preferences.

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.

Where we use digital care record systems, {{org_field_name}} will ensure that information and communication needs are recorded using standardised fields and flags, in line with NHS England guidance on accessible information and reasonable adjustment digital flags. This includes ensuring that flags are clearly visible to all relevant staff, that they are updated promptly when needs change, and that access is controlled in line with data protection requirements.

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.

Accessible information and communication support will be provided not only for care and support planning but also for all key information about people’s rights and choices, including how to make a complaint, raise concerns, give feedback or access advocacy. This supports compliance with the CQC fundamental standards and Single Assessment Framework quality statements, including Equity in access and Listening to and involving people.

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 and the Registered Manager are responsible for ensuring that this policy is implemented in practice, that suitable systems and audits are in place to monitor compliance, and that learning from feedback, incidents or CQC inspection findings leads to measurable improvements. Care workers are responsible for identifying and addressing communication needs during day-to-day care, and admin staff are responsible for ensuring that all written and digital communication (including appointment letters and service information) is produced in accessible formats where required.

9. Training and Awareness

All staff receive training on the Accessible Information Standard and inclusive communication as part of their induction, with updates at least annually and whenever there are significant changes to legislation, the AIS or CQC requirements. Training is proportionate to staff roles and responsibilities and ensures that staff are competent to identify, record, flag, share, meet and review people’s information and communication needs in line with AIS, the CQC fundamental standards and the registered manager’s responsibilities under the Health and Social Care Act 2008.

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.

Monitoring of this policy forms part of our overall governance framework under Regulation 17 (Good governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Evidence from audits, feedback and supervision is used to demonstrate compliance with the CQC Single Assessment Framework quality statements, particularly those relating to equity of access, listening to and involving people, and leadership and culture.

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.

Information about people’s communication and information needs may include details about disability, impairment or health conditions and is therefore treated as special category personal data. We will only collect, record and share this information where we have a clear lawful basis under the UK GDPR and Data Protection Act 2018, and where it is necessary to provide safe, person-centred care or to meet legal obligations (for example, under the Equality Act 2010 or the Accessible Information Standard).

People are informed, in an accessible way, about how their information will be used, shared and stored, and about their rights to access, rectify or object to the use of their information, in line with our Data Protection and Confidentiality Policy.

12. Addressing Unmet Needs and Complaints

If communication needs are not met:

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

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

We ensure that people can raise concerns or complaints about communication and accessible information in a range of accessible ways (for example, in writing, verbally, via an advocate or using communication aids). Information about how to complain is provided in formats that meet people’s needs. We use learning from complaints and concerns to improve our arrangements, and this forms part of the evidence we provide to CQC under the Single Assessment Framework, including the quality statement Listening to and involving people.

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 will be reviewed at least annually, and sooner if:

there are changes to the Accessible Information Standard or related NHS England guidance;
there are relevant changes to the Health and Social Care Act 2008, the Regulated Activities Regulations 2014 or associated CQC guidance; or
learning from audits, incidents, complaints or CQC inspections identifies the need for changes.

Updates will be approved by the Registered Manager, communicated to all staff and reflected in training and supervision.

16. Relationship to CQC Requirements and the Health and Social Care Act 2008

This policy forms part of {{org_field_name}}’s overall governance framework under the Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. In particular, effective implementation of the Accessible Information Standard contributes to compliance with:

Regulation 9 – Person-centred care: by ensuring that care is based on a thorough understanding of each person’s information and communication needs and preferences, and that reasonable adjustments are made to help people make informed decisions about their care.
Regulation 10 – Dignity and respect: by supporting people to communicate in ways that maintain their privacy, autonomy and dignity.
Regulation 11 – Need for consent: by ensuring that information about care and treatment is provided in accessible formats, enabling people to give or withhold informed consent.
Regulation 17 – Good governance: by requiring systems for identifying, recording, flagging, sharing, meeting and reviewing communication needs, and for monitoring the effectiveness of those systems through audit and feedback.

The policy also supports us to evidence compliance with the CQC Single Assessment Framework quality statements, including (but not limited to):

Equity in access – people can access care and support when they need it, in a way that works for them, with barriers and communication needs identified and addressed.
Listening to and involving people – people can give feedback and are involved in decisions about their care using accessible communication methods.

Evidence of how we implement this policy (such as audits, examples of accessible information, staff training records and feedback from people who use our service) will be used to demonstrate compliance with these requirements during CQC assessment and inspection.

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.

DC55-Accessible Information Standard Policy