The Accessible Information Standard aims to make sure that people who have a disability, impairment or sensory loss get information that they can access and understand, and any communication support that they need from health and care services. The Standard tells organisations how they should make sure that patients and service users, and their carers and parents, can access and understand the information they are given. This includes making sure that people get information in accessible formats.
The Standard also tells organisations such as LivingCare Group how they should make sure that people get support from a communication professional if they need it, and about changing working practices to support effective communication. By law (section 250 of the Health and Social Care Act 2012), all organisations that provide NHS care or adult social care must follow the Standard in full from 1st August 2016 onwards. Organisations that commission NHS care and / or adult social care, for example Clinical Commissioning Groups (CCGs), must also support implementation of the Standard by provider organisations this is done via our contract meetings with our commissioning colleagues.
What does the standard tell organisations to do?
As part of the Accessible Information Standard, LivingCare must do five things.
1. Ask people if they have any information or communication needs, and find out how to meet their needs.
2. Record those needs clearly and in a set way.
3. Highlight or flag the person’s file or notes so it is clear that they have information or communication needs and how to meet those needs.
4. Share information about people’s information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
5. Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.
What does the standard include?
The Standard says that patients, service users, carers and parents with a disability, impairment or sensory loss should:
• Be able to contact, and be contacted by, services in accessible ways, for example via email or text message.
• Receive information and correspondence in formats they can read and understand, for example in audio, braille, easy read or large print.
• Be supported by a communication professional at appointments if this is needed to support conversation, for example a British Sign Language interpreter.
• Get support from health and care staff and organisations to communicate, for example to lip-read or use a hearing aid.
How does LivingCare meet the standard?
LivingCare ensure the following is undertaken in order to meet the standard:
- All our patients notes are reviewed to identify any preferred way of communicating, including any disability, impairment or sensory loss.
- We will always offer patients a choice of how they are communicated this can be through any of the following:
- Live Chat
- Telephone Call
- Text Message
- Face to Face
- We offer all our patients the opportunity to receive any information in various format this could be:
- Translated into Languages
- Large Print
- Easy Read
- Printed on alternative colours
- We will with your consent mark your preferences onto your record. With your consent we will share this with your GP and other Health and Social Care providers
- We will ensure that you are supported by communication professionals (translators) as part of your clinical care at our centres
- Our staff will support you in ensuring your fully understand and are coherently communicated so that you are fully informed about your care.
If you wish to ask any questions please contact us.
LivingCare are subject to the national referral to treatment guidelines and must report nationally on these. Our policy explains how we manage access to appointment, the application of the national referral to treatment guidelines and inform our patients of their rights under the NHS constitution.
We will treat all patients within the required timescales – this is 18 weeks for all but diagnostics which is 6 weeks. We will update our policy based on any changes to national requirements.
LivingCare are currently meeting all service requirements of 6 and 18 week pathways.
To read our full patient access policy, click here
If you have any questions on this, or on your care please contact:
LivingCare Group adhere to the NHS standards for Data Protection and Security of Data. Our policies are available to view here:
Our Senior Information Risk Officer is Luke Minshall (Commercial Director) and our Caldicott Guardian is Sarah Williams (Operations Director)
Our organisation is GDPR compliant and is responsible with your use of data. No data will leave the UK and all our data processors are accredited as part of the NHS infrastructure. Our clinical system is SystmOne and is developed by TPP who are part of the NHS Framework. If you wish to edit or restrict the sharing of data please speak to us or inform your GP/Doctors Surgery.
Your rights as
Under GDPR you have rights as an individual. These are:
The right to be informed
The right of access
The right to rectification
The right to erasure
The right to restrict processing
The right to data portability
The right to object
Rights in relation to automated decision making and profiling.
We only hold your data as part of your medical care. We hold and conduct this in line with our legal requirements. We regularly audit our data and what we hold. Ensuring that we only hold the information required and that we have no risk for sharing the information in an illegal manner. If we breach any requirements we inform the ICO.
If you wish to evoke any of these rights please contact us.
LivingCare Group have a responsibility to inform you on how we use your data via our website.
We do not pass your details onto any other company for marketing purposes.
We do use external parties for processing of information this includes our website host (WIX.com) and the utilisation of the Web Chat function (Tidio).
Our policy is available to view here.
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