--- title: Accessible Information Standard (AIS) Policy and Procedure | Homecare Services & Domiciliary Care canonical: https://www.thegoodplace.care/policies-and-procedures/accessible-information-standard-ais-policy-and-procedure last updated: 2026-03-18 20:06:46 GMT version: 1 --- # Accessible Information Standard (AIS) Policy and Procedure This policy highlights the process to adopt to ensure a we are meeting the accessible information standards and the needs of our service users. ## 1. Governance 1.1. This is the Accessible Information Standard (AIS) Policy and Procedure for The Good Place Home Care Services Limited. 1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our". 1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ. 1.4. We can be contacted by:- - a. Telephone: [01283 296 337](tel:01283 296 337) - b. Email: Please use our contact form at https://www.thegoodplace.care/contact - c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ 1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise. 1.6. Document control sheet:- Document fingerprint: IG-2093-V1 Document owner: Dean Hill (Nominated Individual) Document version: 1 Document status: Approved on 18/03/2026 by the Dean Hill (Nominated Individual) Document review cycle: Annually or sooner if legislation or guidance changes. Next review planned for March 2027 ## 2. Purpose 2.1. To comply with the Accessible Information Standard (AIS). 2.2. To ensure that people with information and communication needs can access, understand and use information about their care and receive the communication support they need. 2.3. To ensure that we fulfil the legal and regulatory responsibilities. 2.4. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:- Assessing needs: We maximise the effectiveness of people’s care and treatment by assessing and reviewing their health, care, wellbeing and communication needs with them. Treating people as individuals: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences. We take account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Independence, choice and control: We promote people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing. Responding to people’s immediate needs: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress. Providing information: We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs. Listening to and involving people: We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result. Equity in access: We make sure that everyone can access the care, support and treatment they need when they need it. ## 3. Scope 3.1. This policy applies to all staff, volunteers and contractors working for The Good Place and covers all interactions at every stage of the care journey, including enquiries, assessments, care delivery, reviews, unplanned changes, temporary suspensions of care and after a person ceases to use our service. It applies to people who use our service, and, where appropriate, their families, carers and advocates. ## 4. Policy Statement 4.1. The Accessible Information Standard is an NHS England information standard (currently DAPB1605: Accessible Information) issued under section 250 of the Health and Social Care Act 2012, as amended by the Health and Care Act 2022. All providers of NHS care and other publicly funded adult social care – including CQC-registered domiciliary care services – must comply with this standard, and we will apply its principles consistently to all people who use our service, regardless of how their care is funded. 4.2. This policy also supports our compliance with the Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including the CQC fundamental standards on person-centred care (Regulation 9), dignity and respect (Regulation 10) and good governance (Regulation 17). It also supports delivery of the CQC Single Assessment Framework quality statements, including (but not limited to) Equity in access, Providing information and Listening to and involving people. 4.3. The Good Place is committed to:- - a. Ensuring equal access to information for all service users. - b. Supporting individuals with communication needs to express themselves effectively. - c. Adhering to the Accessible Information Standard throughout the care journey. - d. Promoting a culture of inclusivity and respect for individual needs. - e. Providing staff with appropriate training and resources. 4.4. We believe that effective communication is fundamental to delivering safe, person-centred care and promoting dignity, independence, and choice. ## 5. Legal & Regulatory Framework 5.1. This policy is guided by:- - a. Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including the CQC fundamental standards (particularly Regulations 9, 10, 11, 12 and 17). - b. Health and Social Care Act 2012, section 250, as amended by the Health and Care Act 2022, which makes compliance with information standards (including the Accessible Information Standard) mandatory for CQC-registered providers. - c. NHS England Accessible Information Standard – currently DAPB1605: Accessible Information (updated 2025), and associated implementation guidance. - d. Equality Act 2010 (including the duty to make reasonable adjustments). - e. Care Act 2014, including duties around information, advice and prevention. - f. Human Rights Act 1998. - g. Data Protection Act 2018 and UK GDPR, in relation to recording, storing and sharing information about people’s communication needs. - h. CQC guidance on meeting the Accessible Information Standard and the Single Assessment Framework quality statements, including Equity in access and Listening to and involving people. 5.2. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our [Equality, Diversity and Human Rights Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/equality-diversity-and-human-rights-policy-and-procedure) for further details. ## 6. Key Principles of the Accessible Information Standard 6.1. The Accessible Information Standard sets out a consistent approach, commonly described in five core steps (identify, record, flag, share and meet needs). In this policy, we include a sixth explicit step (review) to emphasise the importance of regularly checking that people’s needs continue to be met. We will:- - a. Identify – Ask people, as early as possible and at regular intervals, whether they have any information or communication needs related to a disability, impairment or sensory loss, and what those needs are. - b. Record – Clearly and consistently record those needs, in a standardised way, in the person’s care records and any relevant electronic systems. - c. Flag – Apply a visible alert or “flag” on records and relevant systems so that everyone involved in the person’s care is immediately aware of their needs. - d. Share – Share information about people’s information and communication needs securely and appropriately with other teams or organisations involved in their care, where this is lawful and in the person’s best interests. - e. Meet – Ensure that people receive information in formats they can understand and have access to any communication support they need, at every key point in their care. - f. Review – Regularly review and update people’s recorded needs and the effectiveness of any adjustments, in partnership with the person (and, where appropriate, their family, carer or advocate), especially when there are changes in their health, circumstances or preferences. ## 7. Identifying Communication Needs 7.1. We identify communication needs at the initial assessment stage and throughout the care journey. This includes:- - a. Asking individuals if they have specific communication needs. - b. Recording preferred communication formats (e.g., large print, Braille, Easy Read). - c. Identifying sensory impairments, cognitive conditions, or language barriers. - d. Involving family members and advocates where appropriate to clarify needs. - e. Using formal assessments if communication challenges are complex. 7.2. We ask all people who use our service about their information and communication needs, not only those with an obvious disability, impairment or language barrier. Where someone lacks capacity to communicate this fully, we will seek information from those lawfully able to act on their behalf (for example, attorneys, deputies, family or other representatives) and from existing records, in line with the Mental Capacity Act 2005 and our [Consent to Care and Support Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/consent-to-care-and-support-policy-and-procedure). ## 8. Recording and Flagging Needs 8.1. All identified needs are recorded in service user care plans and electronic records in a clear, consistent and dated manner. These records include:- - a. Preferred communication methods. - b. Required aids or adaptations (e.g., hearing loops, interpreters). - c. Emergency communication plans. - d. Notes on evolving needs and updates during care reviews. - e. The date the need was identified or updated, and who recorded or authorised the change. 8.2. Flags are applied to ensure staff can quickly identify communication needs during interactions. 8.3. Where we use digital care record systems, The Good Place will ensure that information and communication needs are recorded using standardised fields and flags, in line with NHS England guidance on accessible information and reasonable adjustment digital flags. This includes ensuring that flags are clearly visible to all relevant staff, that they are updated promptly when needs change, and that access is controlled in line with data protection requirements. 8.4. We aim to minimise the need for people to repeat information about their communication needs by ensuring that records and flags are accurate, up to date and accessible to all relevant staff involved in their care. ## 9. Meeting Communication Needs 9.1. To meet individual needs, we provide:- - a. Alternative Formats - Large print, Braille, Easy Read, audio, and digital formats. - b. Communication Support - British Sign Language (BSL) interpreters, speech-to-text reporters. - c. Assistive Technologies - Hearing aids, communication apps, screen readers. - d. Language Support - Interpretation and translation services for non-English speakers. 9.2. Staff ensure that:- - a. Information is clear, concise, and jargon-free. - b. Service users can ask questions and clarify information. - c. Support is available during appointments and care planning. - d. Communication plans are reviewed regularly to address changing needs. 9.3. Accessible information and communication support will be provided not only for care and support planning but also for all key information about people’s rights and choices, including how to make a complaint, raise concerns, give feedback or access advocacy. This supports compliance with the CQC fundamental standards and Single Assessment Framework quality statements, including Equity in access and Listening to and involving people. 9.4. We will make reasonable adjustments to meet people’s information and communication needs. Where a specific request cannot be met immediately or in full (for example, due to lack of local specialist provision), we will explain this to the person in an accessible way, agree alternative arrangements wherever possible, record the actions taken and review this regularly. ## 10. Staff Roles and Responsibilities 10.1. All staff are responsible for:- - a. Identifying and respecting communication needs. - b. Using appropriate formats and aids. - c. Reporting unmet needs to the management team. - d. Encouraging service users to express concerns or feedback regarding communication. 10.2. The Nominated Individual and Registered Manager are responsible for providing leadership and oversight to ensure that this policy is implemented in practice, that suitable systems and audits are in place to monitor compliance, and that learning from feedback, incidents, complaints or CQC inspection findings leads to measurable improvements. Care workers are responsible for identifying and addressing communication needs during day-to-day care, and admin staff are responsible for ensuring that all written and digital communication (including appointment letters, care schedules and service information) is produced in accessible formats where required. Team leaders and supervisors must check during supervision and spot checks that staff are following this policy. ## 11. Training and Awareness 11.1. All staff receive training on the Accessible Information Standard and inclusive communication as part of their induction, with updates at least annually and whenever there are significant changes to legislation, the AIS or CQC requirements. Training is proportionate to staff roles and responsibilities and ensures that staff are competent to identify, record, flag, share, meet and review people’s information and communication needs in line with AIS, the CQC fundamental standards and the registered manager’s responsibilities under the Health and Social Care Act 2008. 11.2. Training covers:- - a. Recognising communication needs. - b. Using assistive technologies and alternative formats. - c. Promoting inclusive communication practices. - d. Addressing unconscious bias and cultural sensitivities. - e. Handling sensitive information securely. 11.3. Regular workshops and e-learning modules reinforce learning and build confidence in meeting communication needs. 11.4. Content of training and refreshers will be informed by learning from audits, incidents, complaints, safeguarding concerns and feedback from people who use our service and staff, so that we continuously improve how we meet people’s information and communication needs. ## 12. Monitoring and Quality Assurance 12.1. We ensure policy adherence through:- - a. Regular audits of care records and communication plans. - b. Feedback from service users and families. - c. Staff supervision and performance reviews. - d. Spot checks and observation of care delivery. 12.2. Findings from audits are used to identify gaps, update practices, and inform training needs. 12.3. Monitoring of this policy forms part of our overall governance framework under Regulation 17 (Good governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Evidence from audits, feedback and supervision is used to demonstrate compliance with the CQC Single Assessment Framework quality statements, particularly those relating to equity of access, listening to and involving people, and leadership and culture. 12.4. Monitoring will include both quantitative information (such as audit findings and training completion rates) and qualitative feedback (such as people’s experiences and staff views). We will use this information to provide evidence under the CQC Single Assessment Framework across relevant evidence categories, including People’s experience of health and care services, Feedback from staff and partners, Processes and outcomes. ## 13. Information Sharing and Consent 13.1. Information about communication needs is shared with:- - a. Internal teams providing care. - b. External health and social care providers, with consent. 13.2. We ensure:- - a. Data is shared securely, kept accurate and up to date, and only shared when necessary and proportionate for the purposes identified. - b. Wherever appropriate, service users understand and consent to information sharing, or we rely on another lawful basis where consent is not required or would not be appropriate (for example, vital interests or legal obligation), in line with UK GDPR. - c. Privacy and confidentiality are maintained at all times, and only those who need to know have access to information about a person’s communication needs. 13.3. Information about people’s communication and information needs may include details about disability, impairment or health conditions and is therefore treated as special category personal data. We will only collect, record and share this information where we have a clear lawful basis under the UK GDPR and Data Protection Act 2018, and where it is necessary to provide safe, person-centred care or to meet legal obligations (for example, under the Equality Act 2010 or the Accessible Information Standard). 13.4. People are informed, in an accessible way, about how their information will be used, shared and stored, and about their rights to access, rectify or object to the use of their information, in line with our [Confidentiality and Data Protection (UK GDPR) Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/confidentiality-and-data-protection-uk-gdpr-policy-and-procedure). 13.5. Information about people’s communication needs is retained only for as long as necessary for the purposes of providing care, meeting legal obligations and demonstrating good governance, in line with our records management and retention schedules. ## 14. Addressing Unmet Needs and Complaints 14.1. If communication needs are not met:- - a. The issue is reported to the care coordinator. - b. An assessment is conducted to identify gaps. - c. Solutions are implemented promptly. - d. Staff are provided with refresher training if required. 14.2. Complaints about accessible information are handled under our [Complaints Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/complaints-policy-and-procedure), ensuring a fair and timely resolution. Trends and themes from such complaints are reported through our governance arrangements and used to improve systems, staff training and practice. 14.3. We ensure that people can raise concerns or complaints about communication and accessible information in a range of accessible ways (for example, in writing, verbally, via an advocate or using communication aids). Information about how to complain is provided in formats that meet people’s needs. We use learning from complaints and concerns to improve our arrangements, and this forms part of the evidence we provide to CQC under the Single Assessment Framework, including the quality statement Listening to and involving people. ## 15. Promoting Inclusive Communication 15.1. We promote inclusive communication by:- - a. Displaying posters and leaflets in accessible formats. - b. Providing accessible website content. - c. Engaging with advocacy and community groups. - d. Conducting awareness campaigns for service users and staff. - e. Using feedback to improve communication strategies. 15.2. Our approach to inclusive communication supports our duties under the Equality Act 2010 and ensures that people with protected characteristics, including disabled people and those with sensory loss, cognitive impairment or language barriers, can access our information and services on an equal basis with others. ## 16. Supporting Service Users with Complex Needs 16.1. For service users with complex communication needs, we:- - a. Conduct detailed assessments involving multi-disciplinary teams and relevant external professionals (for example, GPs, community nurses, speech and language therapists, sensory impairment teams and specialist advocacy services), where appropriate. - b. Develop tailored communication plans. - c. Provide specialist support, such as speech and language therapists. - d. Ensure family members and carers are involved in care planning. 16.2. The Good Place is dedicated to ensuring that all service users, regardless of their communication needs, can access information, express themselves, and participate fully in their care. By adhering to the Accessible Information Standard, we promote dignity, choice, and independence while delivering safe, effective, and person-centred care. 16.3. We believe that communication is a fundamental right and that every individual deserves to receive information in a way they can understand. This commitment extends across all aspects of our service delivery. 16.4. All staff must adhere to this policy, ensuring an inclusive and respectful environment for everyone we support. 16.5. Individual communication plans for people with complex needs are clearly recorded, shared with all relevant staff and, where appropriate and lawful, with external professionals involved in their care, so that support is consistent and effective across all settings. ## 17. Relationship to CQC Requirements and the Health and Social Care Act 2008 17.1. This policy forms part of The Good Place’s overall governance framework under the Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. In particular, effective implementation of the Accessible Information Standard contributes to compliance with:- - a. Regulation 9 – Person-centred care: by ensuring that care is based on a thorough understanding of each person’s information and communication needs and preferences, and that reasonable adjustments are made to help people make informed decisions about their care. - b. Regulation 10 – Dignity and respect: by supporting people to communicate in ways that maintain their privacy, autonomy and dignity. - c. Regulation 11 – Need for consent: by ensuring that information about care and treatment is provided in accessible formats, enabling people to give or withhold informed consent. - d. Regulation 17 – Good governance: by requiring systems for identifying, recording, flagging, sharing, meeting and reviewing communication needs, and for monitoring the effectiveness of those systems through audit and feedback. 17.2. The policy also supports us to evidence compliance with the CQC Single Assessment Framework quality statements, including (but not limited to):- - a. Equity in access – people can access care and support when they need it, in a way that works for them, with barriers and communication needs identified and addressed. - b. Listening to and involving people – people can give feedback and are involved in decisions about their care using accessible communication methods. - c. Assessing needs – we assess and review people’s health, care, wellbeing and communication needs with them. - d. Providing information – we provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs. - e. Independence, choice and control – people are supported to understand information so that they can make informed choices and maintain as much control as possible over their care and support. 17.3. Evidence of how we implement this policy (such as audits, examples of accessible information, staff training records and feedback from people who use our service) will be used to demonstrate compliance with these requirements during CQC assessment and inspection.