Accessible Information Standard

How we can help you

We can provide different types of communication support or information in different formats. Please tell us as soon as possible, before your appointment, what support you need or ask someone to tell us on your behalf.

If you would like any information in large print, braille, audio version, in another language, or in another format, please contact the General Office:

Please provide your name, date of birth, and NHS number.

Updating your personal information

Please help ensure that the information we hold about you is up-to-date via this link –, or using the QR code below.  We will ensure your information is processed in line with UK Data Protection laws.

QR code for a form to update your personal information

What is the Accessible Information Standard?

The Accessible Information Standard tells organisations how to make information accessible to patients, service users and their carers or parents whose needs relate to a disability, impairment, or sensory loss.

This includes making sure that people get the appropriate support to help them communicate, for example offering:

  • support from a British Sign Language (BSL)
  • interpreter
  • Braille
  • deafblind manual interpreter
  • information in audio
  • Large Print
  • Easy Read
  • communication via email or text

This is a legal requirement of the Equality Act 2010 and applies to all organisations included within the Health and Social Care Act.

Royal Cornwall Hospitals Trust must do five things to meet the Accessible Information Standard:

  1. Ask (identify) if people (patients, parents and carers) have any information or communication needs, and find out how to meet those needs
  2. Record those needs, and consent, in a way that is highly visible on the electronic and/or paper record.
  3. Flag on the person’s electronic record and put an “alert” sticker on their paper record.
  4. Share information about the person’s needs with other teams, services and other agencies and providers during referral, discharge or handover.
  5. Act (meet the needs) – make sure people get their information in the way they have requested and have their communication needs met.

More information about the Accessible Information Standard is available in other formats on the NHS England website.

Why is it important the Royal Cornwall Hospitals Trust is working on improving the provision of the accessible information standard? Because it leads to an improvement of the experience those coming in to contact with us have. We aim to:

  • Improve health and wellbeing amongst patients
  • Empower people to get involved and make decisions about their care and treatment
  • Improve patient safety due to ability to understand and follow information regarding care and treatment
  • Improve the effectiveness of clinical care due to addressing barriers to communication
  • Improve patient experience and satisfaction

Page last reviewed: 24 August 2023

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