Silverdale Medical Practice

Accessible Information Standard – Patient Policy

1. Introduction

The Accessible Information Standard (AIS) is a legal requirement for all NHS organisations, including GP practices. It ensures that patients, service users, carers, and parents who have a disability, impairment or sensory loss receive information they can access and understand, and any communication support they need.

This policy explains how we will support you and what is reasonable for us to provide, so that communication between you and our team is clear, safe, and effective.

2. What We Will Do

We will:
• Ask all patients if they have information or communication needs when they register or during reviews.
• Record these needs clearly in your medical record, so all staff are aware.
• Flag your needs on your records so they are easy to see.
• Share this information with other health and care providers involved in your care (with your consent).
• Meet your needs by providing information in a suitable format, for example:

– Large print letters or leaflets.
– Easy read versions where available.
– Information by email or text message (where safe and appropriate).
– Support from British Sign Language (BSL) or other interpreters.
– Help from an advocate or communication professional where required.
– Staff trained to communicate more clearly (e.g., speaking slowly, using plain language).

3. What We Cannot Do

Whilst we are committed to supporting your communication needs, there are limits to what is reasonable and safe.

We cannot:

• Provide word-for-word written transcripts of consultations (this is not part of AIS and can pose risks if medical notes are misinterpreted).
  • Guarantee instant provision of materials in all alternative formats (some may take time to order, such as BSL interpreters or braille versions).
  • Communicate exclusively by one method (e.g., only by email). Sometimes face-to-face, telephone, or letter communication may still be necessary for clinical safety or legal reasons.
  • Share medical information in a way that compromises confidentiality or data protection.
  • Provide adjustments that would put staff, patients, or the safe running of the practice at risk.

4. How to Tell Us About Your Needs

If you have an information or communication need:
• Please let a member of staff know.
• Ask for it to be recorded in your medical record.
• You can also update us if your needs change.

5. Complaints and Feedback

If you feel your needs are not being met under the Accessible Information Standard, you can:
• Speak to the Practice Manager or Deputy Practice Managers.
• Use our complaints procedure (available at reception and on our website).
• Contact NHS England if you remain dissatisfied.

6. Review

This policy will be reviewed annually to ensure it remains compliant with NHS England requirements and reflects patient feedback.

Approved by: Silverdale Medical Practice Partners

Date:  26/08/2025

Review Date: 26/08/2026