Reasonable Adjustments Policy
1. Purpose
This policy sets out how Silverdale Medical Practice will make reasonable adjustments to ensure that patients with disabilities, communication needs, or other protected characteristics can access services fairly and without disadvantage. It also clarifies the limits of what can be considered reasonable, to ensure the safety, efficiency, and fairness of care provision.
2. Legal Framework
– Equality Act 2010 – requires healthcare providers to make reasonable adjustments for disabled people.
– NHS Accessible Information Standard (2016) – requires that patients with a disability, impairment, or sensory loss are provided with information they can easily read or understand.
3. Principles
– Adjustments will be considered on a case-by-case basis.
– Adjustments must be proportionate, clinically safe, and sustainable.
– Where adjustments are not reasonable, the practice will work with the patient to identify alternative solutions.
4. Examples of Reasonable Adjustments
The following are considered reasonable adjustments where clinically and operationally possible:
– Providing appointment information, leaflets, and practice correspondence in large print, easy read, or alternative formats.
– Offering text message or email reminders for appointments.
– Allowing longer appointment slots where a patient has communication or processing difficulties.
– Ensuring quiet waiting areas or offering patients the option to wait outside if they experience sensory difficulties.
– Providing a sign language interpreter, advocate, or translator if required (with reasonable notice).
– Offering follow-up information in writing if a patient has memory difficulties, learning disability, or hearing impairment.
– Supporting carers or nominated representatives to receive information on a patient’s behalf (with consent).
5. Examples of Unreasonable Adjustments
The following requests are not considered reasonable as they may compromise patient care, staff resources, or practice obligations:
– Requesting full written transcripts of every consultation as routine practice, unless this is clinically essential and agreed in advance.
– Exclusive communication by one method only (e.g., “I will only communicate by email”) where this prevents timely or safe care. The practice must retain the ability to use telephone or face-to-face communication when clinically necessary.
– Immediate same-day provision of full medical records – patients should use Subject Access Requests under GDPR for full records.
– Demands for named clinicians only, outside of normal continuity of care arrangements.
– Adjustments that create an unsafe delay in treatment or disproportionately divert clinical/administrative time away from other patients.
– Requests that compromise confidentiality or governance standards, such as asking staff to use personal devices for communication.
6. Process for Considering Adjustments
- Request made – by patient, carer, or advocate.
- Assessment – the clinician or manager considers the request against clinical need, accessibility duties, and service capacity.
- Decision – the adjustment is agreed, modified, or declined with explanation.
- Recording – agreed adjustments are documented in the patient record and coded.
- Review – adjustments will be reviewed periodically to ensure they remain appropriate.
7. Alternative Options if a Request is Declined
If a patient’s request cannot be met in full, the practice will work with them to:
– Explore other formats or methods of communication.
– Signpost to external advocacy or support services.
– Offer a compromise solution (e.g., written summary points instead of a verbatim record).
8. Monitoring and Review
– The practice will monitor requests for reasonable adjustments and review this policy annually.
– Feedback from patients, carers, and staff will inform any updates.