Accessible Information

If you have a disability, impairment or sensory loss, you have a right to get information from us in a way you can understand, and to get the communication support you need. This applies to you as a patient, and to your carer or parent where that is relevant.

This is a legal requirement under the Accessible Information Standard (section 250 of the Health and Social Care Act 2012), and part of our duty to make reasonable adjustments under the Equality Act 2010.

The Standard covers needs arising from things like sight loss, hearing loss, deafblindness, learning disability, aphasia, autism and dementia. If you need an interpreter because English is not your first language, that is arranged separately – please ask us and we will book one.

What we do

We ask. We ask about information and communication needs when you register, at your annual reviews for long-term conditions, at learning disability and mental health checks, and any time a need becomes apparent.

We record it. We record what your impairment is, the communication support you need, the format you need information in, and how you would prefer to be contacted – for example by text or email rather than by telephone.

We flag it. We put an alert on your record so it is visible to whoever sees you, and we set the Reasonable Adjustment Digital Flag on the NHS Spine so other NHS services can see it too. We set your contact preferences in Anima and in our messaging system to match.

We share it. With your consent, we include your needs in referrals, discharge summaries and correspondence with other services, so you do not have to explain again.

We meet it. Every time, without you having to ask again.

Formats we can provide

• Large print – at least 16 point, and larger if you ask
• Easy read versions of our standard letters and of invitations for mental health, learning disability and cancer screening
• Braille and audio, ordered through the integrated care board’s transcription service – the Practice Manager places the order within two working days of the need being recorded
• Letters by email, or through the NHS App, if you prefer

Communication support

• British Sign Language interpreters, lip-speakers, deafblind communicator guides and speech-to-text reporters for booked appointments, and video relay for urgent contact
• Relay UK, if you use text relay to make telephone calls
• Hearing loops at reception, checked every month
• Longer appointments and a quieter place to wait, where your recorded need calls for it

You do not have to use the app

Anima and the NHS App are not compulsory. If you cannot use them, or you have a recorded communication need, you can ask for appointments and prescriptions by telephone or in person and you will be given the same priority. Reception will fill in an Anima request on your behalf.

If you cannot use the telephone, we will give you a direct email or text route, and we will book appointments for you.

Carers and parents

If your carer or parent has a communication need of their own, we record it on your record with their consent and meet it in the same way.

Telling us what you need

Please tell any member of our reception or clinical team, or contact us through Anima, and we will record it. You can also call us on 01934 842211. Once it is recorded you should not have to ask again – if you do, please tell us, because that means something has gone wrong and we want to put it right.

If you would like information from this website in another format, please ask.