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How do our GP practices make their services accessible?

08/05/2018

The Accessible Information Standards were introduced in July 2016. They were designed by NHS England to make services more accessible for people with communication needs associated with disabilities and sensory impairment. However, they were introduced with little support from NHS England and no additional resources. We expected our local providers to be struggling to fully implement the standards.

Volunteer mystery shoppers recently visited all the GP practices in the borough to get a sense of how easy it is for them to meet these standards. We wanted to identify any issues that might be easily remedied, as well as existing good practice that might be shared.

  • Our mystery shoppers posed as potential new patients to see whether there were questions about their information and communication needs on each practice's registration form.
  • 6 of the 29 registration forms asked about communication needs associated with disabilities and sensory impairment.
  • Highbury Grange Medical Centre included a simple and clear form on accessible information and communication needs that was given out with the registration form.

The full report is included below.

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How do GP practices make their services accessible to patients with a communication support need.

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