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Accessible Information Standards

What are we doing to support patients with additional accessibility requirements?

At The Orchard Medical Centre, we are committed to providing accessible and inclusive information to all our patients. The Accessible Information Standards (AIS) are designed to ensure that people with disabilities or sensory impairments can access the same high-quality information and services as others. Below are the key points about how we meet these standards within our services:

1. Clear and Easy-to-Understand Content On Our Website

  • Plain Language: All information on our website is written in plain language to ensure it is easy to read and understand. Complex medical terminology is simplified or explained, and jargon is avoided.
  • Headings and Subheadings: We use clear and logical headings and subheadings to organise content, making it easier for users to navigate the website and find the information they need.
  • Screen Reader Compatibility: Our website is built to work with screen readers, ensuring that users with visual impairments can navigate and access content effectively.
  • Keyboard Navigation: The website is fully navigable using a keyboard, allowing users who cannot use a mouse to access all areas of the site, such as booking appointments or reading information.
  • Text Size Adjustments: Users can adjust text size without breaking the website’s layout, allowing for easier reading, particularly for those with low vision.

2. Providing Information in Accessible Formats

  • Formats Available: The practice offers information in a variety of accessible formats, such as large print, easy-read versions, audio formats, Braille, or via electronic communication for those with visual impairments.
  • Interpreting Services: For patients with limited English proficiency or hearing impairments, the practice ensures access to interpreters, either in-person, over the phone, or through video conferencing (e.g., British Sign Language interpreters for deaf patients).
  • Easy-to-Read Versions: Where applicable, we provide easy-to-read versions of important documents and information. These versions use simpler language and layout to support people with learning disabilities.
  • Translation Services: We offer translation services for patients who speak languages other than English. Our website has links to tools that can help translate key information into different languages.

2. Accessible Contact Information

  • Multiple Contact Methods: Patients can contact us in various ways, including email, phone, and through an online form. For those with communication difficulties, we offer options such as video consultations with sign language interpreters or communication support services.
  • British Sign Language (BSL) Support: For patients who use British Sign Language (BSL), we provide access to a BSL interpreter for consultations.
  • Communication Support: For patients who may need help understanding medical information, staff can offer additional support, such as using simpler language, offering written summaries, or arranging for someone to assist with understanding.
  • Signposting: The practice should provide clear signposting to accessible services or advocacy groups that can further assist patients with specific communication needs.

3. Identifying Communication Needs

  • Patient Identification: When patients register with the practice, they are asked if they have any specific communication needs (e.g., visual impairments, hearing loss, learning disabilities).
  • Clinical Consultations: During appointments, staff should ask patients if they need any adjustments or alternative formats for receiving information. Patients are also welcome to inform us of any additional communication need, and our staff will be happy to help.

4. Staff Training

  • Awareness: All practice staff are trained to understand the Accessible Information Standard and are aware of how to identify and meet patients’ communication needs.
  • Sensitivity and Privacy: Staff are trained to handle sensitive information in a way that respects the patient’s privacy and dignity.

5. Use of Assistive Technology

  • Hearing Loops: Our practice has a hearing loop to support patients who are deaf or hard of hearing during appointments.

How to Contact Us for Accessible Information

If you require any information in a different format (e.g., large print, Braille, audio), or need assistance with using the website, please contact us using the methods below:

  • Phone: 0117 980 5100
  • Email: tomc@nhs.net
  • Contact Form: Contact us
  • Postal Address: The Orchard Medical Centre, Macdonald Walk, BS158NJ

We are here to support you and ensure that you can easily access the services you need.