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DCW55-Accessible Information Standard Policy

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Registration Number: {{org_field_registration_no}}

Accessible Information Standard Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} meets its duties under the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) and the associated Welsh Government statutory guidance, by identifying, recording and meeting the communication and information needs of individuals, carers and families, so people can understand information, communicate meaningfully, and make or participate in decisions about their care and support.

This policy ensures that:

We may use the NHS England Accessible Information Standard principles as a helpful internal framework, but it does not replace our legal duties in Wales under Regulations 23 (Information) and 24 (Language and communication).

2. Scope

This policy applies to:

3. Legal and Regulatory Framework

This policy aligns with:

3.1 CIW/Regulatory expectations for accessible information and communication (Regulations 23 and 24)

We will ensure individuals have the information they need to make or participate in assessments, plans and day-to-day decisions about their care and support, and that information is provided in the appropriate language, style, presentation and format. We will provide whatever support is necessary to enable the person to understand that information.

We will take reasonable steps to meet individuals’ language needs and ensure people have access to aids/equipment needed to communicate with others. Communication needs will be identified as part of deciding whether we can meet a person’s needs, and then kept under review.

4. Identifying and Assessing Communication Needs

4.1 Identifying communication needs before we accept a package of care

At referral/first contact, we ask the individual (and/or their representative) about any communication, information, sensory, language or cognitive needs and what adjustments may be required. This information is considered as part of our decision about whether {{org_field_name}} can safely and effectively meet the person’s needs, including the availability of suitable staff skills, interpreters, and any aids/equipment required.

4.2 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:

How we manage this efficiently:

4.3 Recording Communication Needs

How we manage this efficiently:

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:

How we manage this efficiently:

5.2 Supporting Communication During Care Delivery

Staff are trained to:

How we manage this efficiently:

5.3 Ensuring Effective Communication with Families and Advocates

How we manage this efficiently:

5.4 Written Guide, Service Agreement and key information

On commencement of care, we provide the individual (and where appropriate their representative) with key documents in plain language and in a format/medium that meets their needs (for example: preferred language, large print, audio, easy read, or visual aids). This includes as a minimum our Written Guide/Service User Guide, the Service Agreement, and information on how to raise a concern or make a complaint and how to access advocacy.

Where required, we explain these documents using the person’s preferred method of communication and provide whatever support is necessary to help them understand what the information means for them.

6. Welsh Language Accessibility

6.1 Welsh language – ‘Active Offer’

We evidence our commitment to deliver (or work towards) actively offering a service in Welsh to individuals whose first language is Welsh (‘Active Offer’). We record each person’s ‘language of need and choice’ and ensure day-to-day communication, key documents and essential information are available in Welsh where required.

Where possible, we match Welsh-speaking staff to Welsh-speaking individuals and ensure staff know how to access Welsh language resources and translation support when needed.

7. Staff Training and Responsibilities

7.1 Staff Training on Accessible Information

All staff receive training on:

How we manage this efficiently:

7.2 Staff Responsibilities

8. Monitoring and Compliance

8.1 Auditing Accessible Information Compliance

8.2 Handling Complaints and Improving Services

Individuals can raise a concern or complaint in the way that works for them (for example verbally, in writing, using communication aids, via a representative/advocate, or using an interpreter). We will acknowledge complaints (unless anonymous), keep the person informed of progress, and provide a written outcome in an accessible format.

Information about other avenues for complaint will be provided where relevant (for example the commissioning authority’s complaints process, the Public Services Ombudsman for Wales, and the Citizen Voice Body (Llais) complaints advocacy). Individuals will not be disadvantaged, have services reduced/withdrawn, or experience victimisation as a result of making a complaint.

How we manage this efficiently:

9. Related Policies

This policy aligns with:

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.

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.

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