At University College London Hospitals NHS Foundation Trust (UCLH), we are committed to making sure everyone can access and understand information about their care.
The Accessible Information Standard (AIS) is a national NHS standard that ensures people with a disability, impairment or sensory loss receive information in a format they can understand, and communication support where needed.
UCLH follows the NHS Accessible Information Standard by:
1. Identifying your needs
We ask patients, carers and family members whether they have any information or communication needs.
2. Recording your needs
We record your communication needs clearly in your patient record.
3. Flagging your needs
We make sure your communication needs are visible to staff involved in your care.
4. Sharing your needs
With your consent, we share relevant communication needs with other NHS and care providers involved in your treatment.
5. Meeting your needs
We provide information in accessible formats and arrange communication support whenever possible.
6. Reviewing your needs
We review and update your communication needs regularly to make sure we continue to support you appropriately
What support can UCLH provide?
We can provide information and communication support tailored to your needs. This may include:
- British Sign Language (BSL) interpreters
- Hearing loops
- Large print documents
- Braille information
- Easy Read materials
- Support from interpreters or communication professionals
- Email or text message communication
- Written summaries of appointments
- Longer appointments or quieter spaces where appropriate
- AccessAble accessibility guides
If you need information in another format or require communication support, please let us know as early as possible.
How to tell us about your communication needs
- You can tell us about your needs:
- When booking an appointment
- During your appointment
- By contacting the department caring for you
- Through a family member, carer or advocate
Please tell us if your needs change so we can update your records.
Accessible website and digital support
We aim to make the UCLH website accessible and easy to use for everyone. You can find more information on our:
Feedback and contact us
If you have feedback about accessible information or communication support at UCLH, please contact:
Patient Advice and Liaison Service (PALS)
Email: pals@uclh.nhs.uk
Telephone: 020 3447 3042
You can also speak to any member of staff involved in your care.