The Accessible Information Standard

NHS England implemented the Accessible Information Standard (AIS) in August 2016. The standard makes it a legal requirement for all health and social care providers to ensure that people with a disability, impairment or sensory loss can access information and communicate effectively with them. 

In this evidence review, Healthwatch England have looked at what people said about their experience of accessing information in a way that they can understand. They also highlight the impact of the pandemic on the Standard and accessibility of information. The report draws on the experience of at least 6,000 people.

Their analysis suggests that some service providers implemented the AIS in their practice before and even during the pandemic. However, many did not, and people still struggle to understand important information about their health and wellbeing as they do not get adequate support for their communication needs. 

The pandemic further added to people’s struggles as information related to COVID-19 wasn’t accessible for all. This impacted their ability to follow the constantly changing guidelines to prevent the spread of the virus. 

The report also explores whether the Standard goes far enough to support all groups of people who have different communication requirements. Healthwatch England highlights the struggles of people with language barriers and those who find it difficult to access online information when providers do not consider its accessibility on digital platforms.