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Accessibility

The Accessible Information Standard aims to make sure that people have access to information that they can understand and any communication support they might need.

All organisations that provide NHS or adult social care must follow the Accessible Information Standard by law.

The standard tells organisations how to make information accessible to patients, service users and their carers, and parents. This includes making sure that people get information in different formats if they need it, such as large print, braille, easy read and via email.

The Accessible Information Standard also tells organisations how to support people’s communication needs, for example by offering support from a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate.  As part of the standard organisations that provide NHS or social care must do five things.

They must:

  • Ask people if they have any information or communication needs, and find out how to meet their needs
  • Record those needs in a set way
  • Highlight a person’s file, so it is clear that they have information or communication needs, and clearly explain how these should be met
  • Share information about a person’s needs with other NHS and adult social care providers, when they have consent or permission to do so
  • Act to make sure that people get information in an accessible way and communication support if they need it.

NHS Norfolk and Waveney CCG will support people to take part in engagement opportunities by making reasonable adjustments wherever possible.  This might include providing easy read information, making sure time is included in engagement planning for preparation and helping with supporter costs.

More information on the Accessible Information Standard can be found on the NHS England website.

BrowseAloud

The NHS Norfolk and Waveney CCG website that you are visiting uses BrowseAloud TM  technology to assist users. The software adds speech, reading, and translation to websites facilitating access and participation for people with dyslexia, low literacy, English as a second language, and those with mild visual impairments.

Online content can be read aloud in multiple languages using the most natural and engaging voice to transform the user’s reading experience. Just click on the icons on the top of our pages. 

Interpreting and Translation services in Norfolk and Waveney – November 2021

Patients whose first language is not English or who have a disability, impairment or sensory loss are informed of the current providers for interpreting and translation services across Norfolk and Waveney from 1 November 2021. These are:

  • DA Languages for spoken languages
  • Language Empire for non-spoken languages

This will include provision of these services for all Primary Care contractor groups: Dentists, GPs, Optometrists and Pharmacies.

The CCG does not directly arrange or fund access to communication support (such as a sign language communicator guide, interpreter or translator) for patients. This support is arranged directly by the provider providing your appointments.

To access communication support at your GP surgery please let your surgery know you would like to access this support when you make your appointment. Your surgery may also ask if they can make a note about your communication needs on your securely held records, to make sure you receive the support you need in the future. Your GP surgery can then make these arrangements on your behalf. There is no cost to the patient or primary care service provider for using these services.

To access communication support for a hospital or community service appointment please let the provider of the service know when you arrange your appointment. The details of who will provide your appointment can usually be found on your appointment or clinic letters. The service provider will then be able to work with you to arrange necessary support on your behalf.

Details of the services to be provided include the following:

Provider
Service

Spoken Languages - DA Languages

Non-Spoken Languages - Language Empire

Interpreting

Multi-lingual

  • Telephone
  • Spoken Video
  • Spoken Face to Face (Simultaneous, Consecutive and Whispering)
  • British Sign Language (BSL)
  • Irish Sign Language (ISL)
  • Foreign Sign Language
  • Deafblind Interpreters
  • Video Relay Interpreting Services
  • Cued Speech/Makaton
  • Deaf Relay (Intralingual language
    modification)
  • Lip speakers

Transcription

  • Medical records
  • Speech-to-text reporting (Palantypist)
  • Electronic and manual note takers

Translation

  • Written
  • Audio/Video recordings to written text
  • EasyRead
  • Pictorial English
  • Audio/Video recordings to written text
  • BSL (Written Text into Video)
  • BSL In-Vision Translations
  • Braille
  • Subtitles
  • EasyRead
  • Pictorial English

 

Availability of services:

 

Spoken

Non-spoken

Face to face

Between 08:00hrs and 18:00hrs Monday to Friday of each week and on Bank Holidays and weekends. (An additional out of hours’ facility shall be made available between 18:00hrs and 08:00hrs which will include access to GP Improved Access services and Extended Hours services, and other NHS commissioned primary care services outside of core services.

Between 08:00hrs and 18:00hrs Monday to Friday of each week and on Bank Holidays and weekends. An additional out of hours’ facility shall be made available between 18:00hrs and 08:00hrs which will include access to GP Improved Access services and Extended Hours services, and other NHS commissioned primary care services outside of core services.

Telephone and video interpretation

24 hours a day, 365 days a year

24 hours a day, 365 days a year

 

These services are for appointments where NHS treatment is provided and should not be used for private appointments.

GP and other health care providers will book translation and interpretation services according to individual patient needs.

These services have been commissioned to support the Accessible Information Standard (2016) which aims to ensure that people who have a disability, impairment or sensory loss are provided with information that they can easily read or understand with support, to enhance communication with services.

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