The Accessible Information Standard (AIS) is a crucial framework introduced by the NHS in England. Its primary goal is to make sure that people with disabilities or sensory loss receive information in formats they can understand. It also focuses on ensuring these individuals receive the communication support they need. Understanding and implementing the five principles that form the core of the AIS is essential for healthcare and social care providers. This guide delves into each principle with a keen eye on their practical implications.
1. Ask
Identifying Communication Needs
The first principle, “Ask,” is about identifying whether a person has any communication or information needs because of a disability or sensory loss. This step should take place as early as possible, ideally during the first point of contact, such as when booking an appointment or registering for a service.
- Purpose: The primary aim is to ensure that communication barriers are minimised from the outset. This helps tailor the services provided to meet individual needs effectively.
- Application: Staff members should be trained to ask clear, respectful questions about any assistance a patient might require. They should not assume needs based on appearance alone. For example, some individuals might need information in large print or require a British Sign Language interpreter.
- Visual Representation: Imagine a scenario where two people are conversing, with one actively engaging and asking insightful questions to uncover any specific needs related to communication.
Building Trust
Establishing trust is a critical component of this step. Patients are more likely to disclose their needs when they feel respected and understood. Therefore, service providers should create an environment that encourages openness.
- Real-World Example: Consider a receptionist at a GP surgery who, upon noticing a patient struggling to read the printed material, discreetly asks if they require information in a different format.
2. Record
Documenting Needs Accurately
The second principle, “Record,” involves documenting the identified needs in a clear, consistent, and standardised manner. This includes updates in both electronic and paper-based record systems.
- Purpose: Accurate recording ensures that everyone involved in the individual’s care is aware of their specific requirements and can prepare accordingly.
- How To Do It: Use standardised terminology and codes to record the information. This ensures clarity and uniformity across different systems. For instance, using a specific code to denote the need for large print materials can help quickly flag this requirement to all staff.
- Visual Representation: Imagine an image where two individuals are interacting, with one taking notes or using a digital device to document the discussed information needs.
Maintaining Consistency
Consistent documentation across different systems is vital. This efficiency prevents patients from being repeatedly asked about their needs every time they access a service.
- Example in Practice: A hospital’s electronic health record system might automatically prompt staff to confirm whether a patient still requires a specific communication support each time they update their records.
3. Alert / Flag / Highlight
Making Needs Visible
The third principle, “Alert/Flag/Highlight,” deals with making the documented communication needs highly visible within an individual’s records. This ensures that these needs prompt staff to take appropriate action whenever the record is accessed.
- Purpose: Visibility is key to ensuring that information doesn’t fall through the cracks. Prominent alerts help avoid overlooking the individual’s needs, which can lead to miscommunication.
- Implementation: Use flags or alerts within electronic systems to bring attention to specific communication needs. These alerts should be immediately noticeable and designed to prompt further action.
- Visual Representation: Envision a person interacting with a computer system, where alerts appear on the screen, indicating the presence of specific communication needs.
Training and Awareness
For alerts to be effective, staff must be trained to recognise and act upon them quickly. The effectiveness of this principle relies heavily on users understanding how to interpret and respond to these alerts.
- Example: A healthcare professional, upon accessing a patient’s records, sees a highlighted alert. This alert notifies them that the patient requires a hearing loop or other listening device during face-to-face meetings.
4. Share
Integrating Information Sharing
The fourth principle, “Share,” involves incorporating information about an individual’s communication needs into existing data sharing processes, while also respecting information governance frameworks.
- Purpose: Sharing information across different services ensures continuity and consistency of care. When staff at one part of the care pathway know a patient’s needs, transitions between services become smoother.
- Process: Develop standardised protocols to include communication needs in referral letters or when transferring patients between services. These protocols should align with data protection regulations.
- Visual Representation: Picture an interconnected network between various services, where data flows seamlessly and ensures everyone involved has access to the necessary communication requirements.
Ensuring Compliance
Compliance with data protection regulations, such as the General Data Protection Regulation (GDPR), is crucial. Health and social care providers must ensure that any shared information is secure and used appropriately.
- Practical Scenario: When a patient is referred from a GP to a specialist, their communication needs are included in the referral documentation to ensure the new provider can continue to meet these needs without delay.
5. Act
Providing Accessible Information
The final principle, “Act,” is about taking tangible steps to meet the individual’s communication and information needs. This involves offering the necessary communication support and ensuring information is accessible to the individual.
- Purpose: This principle is the culmination of the previous steps. By acting on the information, providers can ensure patients receive the support they need to interact meaningfully with health and social care services.
- Implementation: Provide information in formats such as large print, braille, easy read, or via electronic methods that suit the individual. Arrange for communication support, like interpreters, where necessary.
- Visual Representation: Visualise an active setting where individuals receive tailored communication methods, such as staff using sign language, or documents being handed out in large print or braille.
Continuous Improvement
Feedback from patients about their experience can help continuously refine and improve the delivery of accessible information. Providers should encourage and value patient input to build a more responsive service.
- Example: A clinic receives feedback that their appointment letters are not accessible to partially sighted patients. In response, they implement a system to deliver all communications in large print for those who need it.
Conclusion
Implementing the five principles of the Accessible Information Standard — Ask, Record, Alert/Flag/Highlight, Share, and Act — is essential for health and social care providers. These steps ensure that people with disabilities or sensory losses can access information and communicate effectively within the health and social care system. By adhering to these principles, providers not only meet a legal requirement but also make significant strides toward more inclusive, patient-centred care. Consistent implementation across services can greatly enhance patients’ experiences and outcomes, promoting equality and accessibility in health and social care.
