Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what steps her Department is taking to ensure (a) blind, (b) partially sighted, (c) deaf and (d) hearing impaired patients receive (i) care and (ii) communications related to their heath in an accessible format; and if she will make an estimate of the cost to the public purse of missed appointments due to (A) inaccessible and (B) missed communications.

Under the Equality Act (2010), health and social care organisations must make reasonable adjustments to ensure that disabled people, including blind, partially sighted, deaf, and hearing impaired patients, are not disadvantaged.  Since 2016, all National Health Service organisations and publicly funded social care providers in England are required to comply with the Accessible Information Standard (AIS).

NHS England is responsible for the AIS, and have completed a review of the AIS to help ensure that the communication needs of people with a disability, impairment, or sensory loss are met in health and care provision. The AIS review included input from individuals with lived experience and voluntary sector organisations for blind, partially sighted, deaf, and hearing impaired patients.

One of the aims of the review was to strengthen assurance of implementation of the AIS, and a self-assessment framework has been developed to support providers of NHS and social care services, to measure their performance against the AIS and develop improvement action plans to address gaps in implementation. The AIS self-assessment framework is designed to enable enhancements around assurance and allows organisations, commissioners, and the Care Quality Commission (CQC) to judge performance and compliance.

NHS England will publish a revised AIS in due course. Following publication, NHS England will continue work to support its implementation with awareness raising, communication and engagement, and updated e-learning modules on the AIS to ensure NHS staff are better aware of the standard, and their roles and responsibilities in implementing it.

NHS England collects data on the total costs of missed appointments, but that data is not broken down sufficiently to enable us to make an estimate of appointments missed due to inaccessible or missed communications.