Healthwatch Tameside: Accessible Information and Communication at GP services in Tameside Report

The Accessible Information Standard (AIS), introduced by NHS England, aims to ensure people with disabilities, sensory loss or communication needs receive information in ways they can understand and are supported to communicate effectively. This report looks at how the standard is understood and applied locally, based on direct engagement with residents who are often seldom heard.

Alongside our general engagement activity, Healthwatch Tameside also delivered a series of focused sessions as part of this research:

• We engaged with residents living with sight loss, including people who are registered blind, completing engagement with Tameside Macular Society.
• People with learning disabilities through sessions with CreateConnect
• Spent time listening to the experiences of attendees at the Parkinson's Café at Hattersley Hub
• Members of Tameside Deaf Club supported by BSL interpreters
• Vision Impairment group and Dementia Carers group at The Together Centre
• Captured the experiences of members at the Wings of Hope group

These conversations provided valuable insight into the real challenges people face when information and communication needs are not met.

What we heard

The report highlights several key findings:

• Many residents were unaware of the Accessible Information Standard and their rights under it
• People often had to repeatedly explain their communication needs to services
• Information is not consistently provided in accessible formats such as large print, Easy Read or BSL-supported communication
• Staff awareness and confidence in applying the standard varies across services
• Communication barriers directly affect people’s ability to access care safely and independently

Recommendations for improvement

The report sets out clear recommendations for providers, commissioners and system leaders to improve:

• Awareness and understanding of the Accessible Information Standard
• Staff training and confidence in meeting communication needs
• Consistent recording and use of communication preferences across services

Alex Leach, Lead Officer for Healthwatch Tameside, said:

“This report gives a voice to residents whose experiences are too often overlooked. Accessible communication is not an optional extra - it is essential to safe, equitable care. The findings highlight where improvements can be made so that people are not disadvantaged simply because of how they communicate or receive information.”