Accessible information standard – GP services
Download (PDF 3.24 MB)Summary of report content
In 2016, Healthwatch Lewisham published a report “See Hear Now - Access to health and wellbeing services for people with sensory impairments and learning disabilities”. The engagement for this inquiry was carried out before the formal deadline for the implementation of the NHS Accessible Information Standard (AIS) in July 2016. Key highlights included communication barriers for people with visual and hearing disabilities, and a lack of awareness and availability of sign language interpreters.
This report builds on our initial inquiry and aims to assess the implementation of the Standard by local GP surgeries. During 2017/18 Healthwatch Lewisham engaged with 12 GP surgeries in the borough, to establish their response to the AIS standards.
The key findings of the twelve surgeries only eight (66.6%) were aware of the AIS Standard, three were unaware and one was unsure. The findings suggest that the surgeries have some tools to support communication for disabled people, however the support available is inconsistent. This could result in patients having different experiences of access depending on which surgery they are registered with. Six GP receptionists said that they offer longer appointment times for people who require additional support because of a disability. This approach could ensure disabled people have more time to communicate with a doctor or a nurse. 100% of surgeries told Healthwatch Lewisham that they record additional communication needs which are stored on their computer system. However, three surgeries told us that it was not always easy to find the information. A flagging system would help front line staff to have easier access to the information. In addition, asking patients about their communication needs would help inform patients of their eligibility to additional communication options as per the AIS. Findings from Healthwatch Lewisham engagement suggest that disability awareness training would improve disabled people’s experience of health and social services. Many disabled people said that a big part of having a positive experience at GP practices was a result of knowledgeable staff that have disability awareness.
The report contains 9 recommendations in relation to themes associated with communication support, appointment times, systems and training.