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Accessible Information Standard (AIS)


The Accessible Information Standard aims to ensure that people, and their carers or parents, with a disability, impairment or any degree of sensory loss, who use health or adult social care services:

  • have access to information that they can understand
  • receive any communication support they might need.

It applies to all providers of health and adult social care services, including our commissioned providers, such as care homes and domiciliary care providers.

To meet your communication needs we will:

  • Ask you if you have any information or communication needs, and find out how to meet these needs.
  • Record details of your needs and how to meet them on your personal records.
  • Highlight (flag) your care records, so whoever looks at them will know about your needs and how these should be met.
  • With your agreement, we will share information about your communication needs with other health and adult social care providers, to ensure they know what your needs are and how to meet them.
  • Do what we can to meet your communication needs

How we can support you

  • Our Helpdesk are your first point of contact and will record your communication needs and how to meet them
  • Our website offers help to access information online and on the screen
  • By providing you with information in different formats, when you ask us to. For example, large print, by email or in easy read and by making reasonable adjustments to improve the way we communicate with you e.g. giving you a longer appointment time.
  • If you feel we have not met your needs please tell us using the online feedback form or Easy read feedback form and we will try to get it right next time.


For more information/guidance around the standard, you can visit NHS England - Accessible Information Standard information on the NHS England website. 

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Don’t include personal or financial information like your National Insurance number or credit card details.