We recognise that some people experience barriers when accessing healthcare services due to disability, sensory loss, learning disability, neurodivergence, communication differences or other individual needs.
The Accessible Information Standard (AIS) is a national NHS requirement designed to ensure that people receive information in formats they can understand and communication support that meets their individual needs.
Our aim is simple: nobody should be disadvantaged because information is inaccessible or communication needs have not been recognised.
Who does the Accessible Information Standard support?
The Standard applies to people who have information or communication needs relating to a disability, impairment or sensory loss.
This includes people who
• Are blind or partially sighted
• Are Deaf or have hearing loss
• Are Deafblind
• Have a learning disability
• Are autistic or neurodivergent
• Have speech or language difficulties
• Use communication aids or support
• Require information in alternative formats
The Standard also applies to carers and family members involved in a person’s care who have communication or information needs themselves.
The six stages of the Accessible Information Standard
EMED is working to align its services with the six key requirements of the Accessible Information Standard.
How we are improving accessibility Accessible communications
We are working to make patient information and communications easier to understand through:
• Plain English communications
• Easy Read materials
• Clearer written information
• Improved website content
• Reduced use of jargon and technical language
Communication support
We recognise that different people communicate in different ways.
Support may include:
• Relay-assisted communication
• Email communication
• Alternative formats
• Additional support during telephone conversations
• Communication aids and tools where appropriate
Relay UK
Our contact centres use BT Relay UK to support people with hearing or speech difficulties, helping them communicate more effectively with our teams.
Website accessibility
Our website includes accessibility tools that enable users to personalise their experience.
These features include:
• Adjustable text size
• Enhanced colour contrast
• Readability options
• Improved accessibility controls
Recording communication needs
A key part of the Standard is ensuring communication needs are identified and recorded appropriately.
Where possible, we aim to record information that helps us better support patients throughout their journey, reducing the need for people to repeatedly explain their needs.
Listening to lived experience
The people who use our services are central to improving accessibility.
We are working alongside patients, carers, community organisations and people with lived experience to better understand communication barriers and identify practical improvements.
This includes collaboration with organisations including:
• Healthwatch Surrey
• Luminus
• Surrey Coalition of Disabled People
Together, we are reviewing communications, identifying barriers and helping shape future improvements.
Accessibility Review Programme
As part of our wider accessibility work, we are reviewing:
• Letters and written communications
• Text messages
• Website content
• Booking processes
• Telephone interactions
• Complaints and feedback information
This work helps us identify barriers and improve accessibility across the patient journey.
Tell us what you need
If you have a communication or information need, please let us know.
Examples may include:
• Large print
• Easy Read
• Email communication
• Relay-assisted communication
• Additional communication support
• Alternative ways of receiving information
By understanding your needs, we can provide information and support in a way that works for you.
Our commitment
Accessibility is not a one-off project. It is an ongoing commitment.
By identifying, recording, flagging, sharing, meeting and reviewing communication needs, we aim to ensure that everyone can access our services confidently and receive information in ways that are accessible, inclusive and person-centred.