Introduction 

The Accessible Information Policy outlines how Medisonal Limited meets the Accessible Information Standard as set by NHS England. The policy ensures that patients, carers, and service users who have information and communication needs related to a disability, impairment, or sensory loss are identified and provided with appropriate support to understand and communicate effectively. 

Policy Statement 

Medisonal Limited is committed to making sure that all service users receive information they can understand and receive the communication support they need. We recognise our legal duty to comply with the Equality Act 2010, the Health and Social Care Act 2012, and the Accessible Information Standard. 

Scope 

This policy applies to all staff, contractors, and clinicians working within Medisonal Limited who interact with patients and handle communication and information. It also applies to all forms of communication and documentation, including face-to-face, telephone, written, email, digital and visual communication formats. 

Key Aims 

– To identify and record patients’ accessible information and communication needs. 
– To provide information in alternative formats (e.g. large print, easy read, braille, audio). 
– To offer appropriate communication support (e.g. BSL interpreter, speech-to-text). 
– To meet those needs consistently across all patient contact and clinical processes. 

Identification and Recording 

All new patients will be asked at registration whether they have any information or communication needs. This information is recorded clearly in the patient’s Semble record and flagged to all clinical and admin users. Updates to communication needs will be reviewed during follow-up or when informed by the patient. 

Meeting Communication Needs 

Medisonal will take reasonable steps to ensure that: 
– Written materials (e.g. appointment letters, instructions, consent forms) are available in requested formats. 
– Clinical discussions are supported by interpreters or communication tools where necessary. 
– Telephone and video platforms used are accessible and offer captions or transcription if needed. 
– Staff are trained to recognise and respond to communication needs sensitively. 

Monitoring and Review 

Communication support requests will be reviewed regularly as part of care planning and governance reviews. Any complaints or feedback related to information accessibility will be recorded and responded to promptly. This policy will be reviewed annually and revised as required in response to legislation or service changes. 

Related Policies and Procedures 

Consent (Adult) Policy and Procedures 
Mental Capacity Act Policy and Procedures 
Safeguarding Policies 
Complaints Policy 
Equality and Diversity Policy