Accessible Information Standard & Interpreting and Translation services
“The Accessible Information Standard prescribes a five step approach to identifying, recording, highlighting, sharing and meeting the information and communication support needs of customers, patients, careers and parents. It applies to anyone with information or communication needs relating to a disability, impairment or sensory loss.”
The Accessible Information Standard tells organisations how they should make sure that disabled patients receive information in formats that they can understand and receive appropriate support to help them to communicate. This could include, but is not limited to:
- large print
- communication professional
- sign language
- braille
- easy read
- hearing loop
As of 31 July 2016, all organisations that provide NHS or publicly funded adult social care must have fully implemented and conform to the Accessible information Standard.
Healthwatch have produced an Accessible Information toolkit which could be useful for gauging how the Accessible Information Standard can be implemented
Healthwatch Accessible Information Toolkit
The standard has now been applied to all PharmOutcomes services and the manual for how to record information whilst providing these services can be found on your PharmOutcomes system.
CPPE have produced an e-learning programme for the Accessible Information Standard and it is now available: Accessible Information Standard – making it work : CPPE
The pack takes 1 hour to complete and aims to improve the understanding and skills of community pharmacy teams in implementing the Accessible Information Standard to support people with communication difficulties. It covers:
- why this is important,
- how to implement in your pharmacy,
- producing an SOP and
- signposts to resources.
PSNC and Pharmacy Voice have worked together to produce this briefing
Further information about the Accessible Information Standard can be found on the NHS England website: https://www.england.nhs.uk/ourwork/patients/accessibleinfo/
NHS England & NHS Improvement (NHSE&I) East of England Region have have commissioned the following services to provide interpreting and translation services across the region:
DA Languages for spoken languages – Award Winning Translation Agency | DA Languages
Language Empire for non-spoken languages – https://www.language-empire.net/
The new contract includes provision of these services for all Primary Care contractor groups: Dentists, GPs, Optometrists and Pharmacies. Details of the services to be provided include the following:
| Provider
Service |
DA Languages – Spoken Languages | Non-Spoken Languages – Language Empire |
| Interpreting | Multi-lingual
|
|
| Transcription |
|
|
| Translation |
|
|
Availability of services:
| Spoken | Non-spoken | |
| Face to face | Between 08:00hrs and 18:00hrs Monday to Friday of each week and on Bank Holidays and weekends. (An additional out of hours’ facility shall be made available between 18:00hrs and 08:00hrs which will include access to GP Improved Access services and Extended Hours services, and other NHS commissioned primary care services outside of core services. | Between 08:00hrs and 18:00hrs Monday to Friday of each week and on Bank Holidays and weekends. An additional out of hours’ facility shall be made available between 18:00hrs and 08:00hrs which will include access to GP Improved Access services and Extended Hours services, and other NHS commissioned primary care services outside of core services. |
| Telephone and video interpretation | 24 hours a day, 365 days a year | 24 hours a day, 365 days a year |
These services are for appointments where NHS treatment is provided and should not be used for private appointments.
These services have been commissioned to support the Accessible Information Standard (2016) which aims to ensure that people who have a disability, impairment or sensory loss are provided with information that they can easily read or understand with support, to enhance communication with services.
All organisations that provide NHS care or adult social care are required to follow the Accessible Information Standard, including primary care practices. To meet the Accessible Information Standard, primary care organisations are required do five things:
- Ask people if they have any information or communication needs, and find out how to meet their needs.
- Record those needs clearly.
- Highlight or ‘flag’ the person’s file or notes so it is clear that they have information or communication needs and how those needs should be met.
- 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.
- Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.
Both DA Languages and Language Empire are working closely with NHSE&I to ensure a smooth implementation of services which will support practices in meeting their obligations under the Accessible Information Standard from the 1 November 2021.
In order to support implementation DA Languages and Language Empire will be making contact with you to ensure you are able to book services for patients and have access to the training information available. These communications (to include instructions on how to set up your account, access services and use the booking portals) will be sent over the next few weeks, either by the providers directly or via the Primary Care Gateway. Please read all instructions carefully and should you have any queries, please contact DA Languages Ltd implementations@dalanguages.co.uk and/or Language Empire contract.management@empire-groupuk.com.
The email addresses that both DA Languages and Language Empire will use to set up your new accounts / communicate with you, will be those to which this Gateway message has been sent. If you would prefer a different email address is used, please send details (along with the name and address of your practice) as soon as possible to both:
-
- DA Languages implementations@dalanguages.co.uk; and
Language Empire contract.management@empire-groupuk.com
