Accessibility statement
We have published a full statement on the accessibility of this website and some of the work we are doing to improve it. Read our accessibility statement.
Accessible Information Standard
The Accessible Information Standard helps to ensure you can access health and social care information in a format you understand.

This will help you to access services appropriately and independently, and make decisions about your health, care and treatment.

We follow five basic steps when communicating with you, such as sending referral letters, arranging meetings or appointments, and carrying out an assessment.

  1. Ask - find out if you have any communication or information needs relating to a disability or sensory loss, and what they are.

  2. Record - record your needs in a clear way on your patient record and documents.

  3. Alert, flag, highlight - ensure that recorded needs are ‘highly visible’ whenever your record is accessed, and prompt for action.

  4. Share - include information about your information and communication needs as part of existing data sharing processes (following existing information governance).

  5. Act - take steps to ensure you receive information you can access and understand, and receive communication support if you need it.

Translation and interpretation

We are required by law to provide services in an accessible manner for people who do not speak or understand English.

We can arrange a professionally qualified interpreter who can communicate with you in your own language, including face-to-face or telephone interpreting and British Sign Language (BSL).

Bilingual staff should not personally translate unless it is in their job description, when a professional interpreter is not available, and the consultation or treatment needs to go ahead and is agreed by you (the patient).

Your friends and family members should not be asked or expected to interpret. This is so you can communicate confidential information and it can be shared on an impartial basis.

In exceptional or emergency situations, where a professional interpreter is not available, friends or family members can be used to communicate basic information. However, all risks should be assessed, and your consent must be sought.

Children aged 16 and under cannot be used to interpret.

There is more guidance for staff about translation, interpretation and making bookings on the intranet.