How organisations can make clearer, more accessible information for Slough citizens

Healthwatch Slough investigated how easily local people can access health and social care information and whether that information is clear, relevant and accessible. The review was prompted by frequent reports from residents who found information difficult to find, confusing, out of date, or inaccessible, particularly people with disabilities, long-term conditions, communication needs, or those experiencing a health or social care crisis. 

The research involved public questionnaires, face-to-face interviews, website reviews, surveys of professionals, and mystery shopping visits to 14 organisations across Slough. Healthwatch assessed the availability of information about services, staff, complaints procedures, healthy living, social care, and support for carers.

The report found that there is no shortage of health and social care information available, but people are often expected to find and interpret it themselves. Clear signposting to relevant services is not always provided, making it difficult for residents to know what information they need or where to find it.

Website assessments showed that many organisations provide useful online information, but some websites are poorly designed, difficult to navigate, inaccessible, or not kept up to date. Healthwatch concluded that online information should be accessible, easy to navigate, user-friendly, clearly presented, and linked to other relevant sources of information. 

The mystery shopping exercise highlighted both good practice and gaps in information provision. While many organisations displayed information about community support services, there was limited information about statutory social care services and how people could access them. Information for carers, particularly young carers, was inconsistent and often absent. Healthwatch also found that information screens in public venues were frequently unused and could be better coordinated to promote local services. 

Healthwatch identified several examples of effective information sharing, including themed leaflet displays, clear visual materials, staff photographs, and “You Said, We Did” boards that demonstrate how organisations have acted on public feedback. However, the report noted that maintaining information displays requires ongoing attention to ensure materials remain relevant and up to date. 

The report also examined implementation of the Accessible Information Standard, which requires NHS and adult social care providers to identify, record and meet people's communication and information needs. Only five of the seventeen organisations contacted responded to Healthwatch’s survey, highlighting wider challenges in organisational engagement. 

Healthwatch made a series of recommendations to improve access to information. These included providing staff training on information and signposting, ensuring compliance with the Accessible Information Standard, making information available in alternative formats such as Easy Read, audio, British Sign Language and translated materials, and improving the display and organisation of information within services. 

The report also recommended stronger collaboration between local organisations, better sharing of health and social care information, increased use of community venues such as places of worship for information sharing, and the creation of a single, clearly identifiable local information contact point where residents could receive help accessing health and care information. 

Overall, Healthwatch Slough concluded that while a large amount of health and social care information exists, residents would benefit from clearer signposting, more accessible formats, improved coordination between organisations, and greater support to help them find and use relevant information.