Your Care, Your Way recommendations

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Summary of report content

By law, all publicly funded health and social care providers must fully comply with the Accessible Information Standard (AIS). The standard requires services to meet the information and communication needs of people who have a learning disability, a sensory impairment or loss.

New research by Healthwatch England and our partner organisations shows that not all health and care providers are compliant with the standard, with many services overlooking people's needs and failing to provide the right support.

As part of the Your Care, Your Way campaign we have worked with partner organisations and policymakers to develop a set of detailed policy recommendations aimed at ensuring that people who have communication needs are given their healthcare information in the way they need it.

We make recommendations in four areas:

1. Accountability
2. Guidance & commissioning
3. Training & education
4. Information systems

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General details

Report title 
Your Care, Your Way recommendations
Local Healthwatch 
Healthwatch England
Date of publication 
Tuesday, 22 February, 2022
Date evidence capture began 
Monday, 1 April, 2019
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Communication between staff and patients
Health inequalities
Information providing
Service delivery organisation and staffing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Secondary care services 
Inpatient care
Urgent and emergency care services 
Accident & emergency
NHS 111

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Vision impairment
Types of long term conditions 
Alzheimer’s disease or dementia
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Not known
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not applicable

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.