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{{org_field_name}}

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) by identifying, recording, and meeting the communication and information needs of service users, carers, and families who have disabilities, sensory impairments, or other communication needs.

This policy ensures that:

• Service users receive information in formats they can understand to make informed choices.
• Communication support is provided to those with hearing, visual, or speech impairments.
• Staff are trained to recognise and meet communication needs effectively.
• Legal and regulatory obligations are met, ensuring compliance with Care Inspectorate Wales (CIW) regulations and equality legislation.

2. Scope

This policy applies to:

• All service users with communication needs, including individuals with sensory impairments, learning disabilities, neurodivergence, or English as a second language.
• Families and carers who require accessible information.
• All employees, including care workers, administrative staff, and management.
• The Registered Manager and Responsible Individual, responsible for compliance and oversight.
• Healthcare professionals and external partners who interact with service users.

3. Legal and Regulatory Framework

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016, ensuring care services meet regulatory standards.
• The Social Services and Well-being (Wales) Act 2014, promoting person-centred care and communication.
• The Equality Act 2010, requiring reasonable adjustments for individuals with disabilities.
• The Human Rights Act 1998, ensuring the right to accessible information and fair treatment.
• The General Data Protection Regulation (GDPR) and Data Protection Act 2018, ensuring secure handling of personal information.
• The Welsh Language (Wales) Measure 2011, supporting the rights of individuals to receive information in Welsh.
• The Accessible Information Standard (AIS) (NHS England), which, although not statutory in Wales, represents best practice in care settings.

4. Identifying and Assessing Communication Needs

4.1 Initial Assessment of Needs

Upon starting care with {{org_field_name}}, every service user undergoes an assessment of their communication needs as part of their initial care plan. This includes identifying:

• Preferred language and method of communication (e.g., spoken, written, British Sign Language (BSL), Makaton, easy-read, large print).
• Hearing, visual, or cognitive impairments affecting communication.
• Use of communication aids, such as hearing aids, braille, speech-to-text apps, or talking mats.
• Support needed from interpreters, advocates, or family members.

How we manage this efficiently:

• A communication profile is created for each service user and stored securely in digital care records.
• This profile is reviewed regularly to accommodate any changes in communication needs.

4.2 Recording Communication Needs

• All identified communication needs are recorded in a structured, accessible format on the service user’s care plan.
• The communication profile is flagged on all records so all staff are aware of an individual’s needs.

How we manage this efficiently:

• A digital alert system ensures all staff are informed of communication needs before providing care.
• Service users receive a copy of their recorded communication plan, ensuring transparency.

5. Meeting Communication Needs in Daily Care

5.1 Providing Information in Accessible Formats

We ensure that all important information is available in formats that suit the service user’s needs. This includes:

• Easy-read materials, using simple words and images.
• Large print, braille, and audio recordings for visually impaired individuals.
• British Sign Language (BSL) interpreters for Deaf service users.
• Translated documents for individuals who speak languages other than English or Welsh.

How we manage this efficiently:

• A library of accessible resources is maintained for key policies, care plans, and notices.
• External translation and interpretation services are used when needed.
• Staff receive training on adapting information into easy-read and other accessible formats.

5.2 Supporting Communication During Care Delivery

Staff are trained to:

• Use clear, simple language and avoid jargon.
• Face the service user when speaking and use gestures where appropriate.
• Write down key messages for individuals with hearing loss.
• Use pictorial communication aids for service users with learning disabilities or non-verbal communication needs.
• Use technology such as text-to-speech apps, speech recognition software, or video calls with sign language interpreters.

How we manage this efficiently:

• All frontline staff receive mandatory training in communication skills for diverse needs.
• Each service user’s communication preferences are documented in their care plan and reviewed regularly.

5.3 Ensuring Effective Communication with Families and Advocates

• Key documents and updates are provided in accessible formats for families and carers.
• Interpreters or support workers are arranged for important meetings.
• Families and carers are consulted to ensure communication methods meet the service user’s needs.

How we manage this efficiently:

• A designated communication liaison ensures consistency and quality in communication support.
• A structured feedback system allows families to suggest improvements to communication support.

6. Welsh Language Accessibility

6.1 Providing Services in Welsh

• Service users have the right to receive care in Welsh, in accordance with the Welsh Language (Wales) Measure 2011.
• Key documents and information are available in Welsh.
• Staff are encouraged to learn basic Welsh phrases relevant to care provision.

How we manage this efficiently:

• A record of Welsh-speaking service users is maintained, ensuring that they receive communication in their preferred language.
• Where possible, Welsh-speaking staff are assigned to service users who prefer Welsh.

7. Staff Training and Responsibilities

7.1 Staff Training on Accessible Information

All staff receive training on:

• Recognising and recording communication needs.
• Using communication aids and tools.
• Working with interpreters and support workers.
• Providing information in accessible formats.
• Understanding the importance of person-centred communication.

How we manage this efficiently:

• Training is mandatory during induction and refreshed annually.
• Practical workshops allow staff to practice communication strategies.
• E-learning modules support ongoing professional development.

7.2 Staff Responsibilities

• All frontline staff must implement communication support strategies tailored to individual needs.
• Care coordinators ensure that communication needs are recorded, reviewed, and updated.
• The Registered Manager oversees compliance with the Accessible Information Standard.

8. Monitoring and Compliance

8.1 Auditing Accessible Information Compliance

• Quarterly audits assess whether communication needs are being met effectively.
• Feedback from service users and families is used to improve services.
• CIW inspection feedback is used to enhance compliance.

8.2 Handling Complaints and Improving Services

• Service users and families are encouraged to report issues if communication needs are not met.
• A formal complaints procedure is in place, ensuring concerns are addressed promptly.

How we manage this efficiently:

• Regular satisfaction surveys assess accessibility standards.
• Action plans are implemented to address any identified issues.

9. Related Policies

This policy aligns with:

• Equality, Diversity, and Inclusion Policy (DCW30).
• Person-Centred Care Policy (DCW07).
• Supporting Individuals with Learning Disabilities Policy (DCW41).
• Safeguarding Adults Policy (DCW13).

10. Policy Review

This policy will be reviewed annually or sooner if required due to legislative changes, business needs, or CIW updates. The Registered Manager and Responsible Individual are responsible for ensuring compliance.

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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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