Disability Information UKPlain-language information, rights and support

NHS accessible information and communication support

How the Accessible Information Standard works in England, and how to ask NHS and social care services for information in formats you can understand, plus how to book BSL and other interpreters.

Sample content. This prototype article summarises official UK sources listed at the end of the page. It is information, not legal or medical advice, and what you are entitled to depends on your circumstances.

Jurisdiction
UK-wide
Date last checked
12 January 2026
Date last updated
12 January 2026
Next review due
12 July 2026
Article version
1.0
Review status
Review status: Published and checked

Overview

In England, the Accessible Information Standard (AIS) is a legal requirement (under NHS regulations) for NHS and adult social care organisations to identify, record, flag, share and meet the information and communication support needs of patients, service users and, where appropriate, their carers or parents with a disability, impairment or sensory loss.

This can include providing letters in large print, braille, easy read or audio format, or arranging a British Sign Language (BSL) interpreter, deafblind manual interpreter, or advocate for appointments.

Scotland, Wales and Northern Ireland do not use the AIS by name, but have their own duties and guidance on accessible communication, including the BSL (Scotland) Act 2015 and Wales's 'once for Wales' accessible information work, alongside broader equality duties that apply UK-wide.

You can ask any NHS service, GP practice, hospital, dentist or optician to record your communication needs on your patient record so that this is remembered for future contact.

Common barriers people describe

  • Many patients are not asked about their communication needs, or needs recorded at one service are not passed on to another.
  • Booking a BSL interpreter can take time, so late requests are sometimes turned down or result in a delayed appointment.
  • Easy read or translated materials are not always available for less common conditions or newer services.
  • Some staff are unaware of the Accessible Information Standard or unsure how to arrange alternative formats.

Practical support

  • Tell your GP practice, hospital and any other NHS or social care service how you prefer to receive information (for example, easy read, large print, braille, email, or via a specific interpreter) and ask them to add this to your record.
  • When booking a hospital appointment, ask specifically for a BSL interpreter, deafblind interpreter or other communication support to be arranged in advance, ideally giving as much notice as possible.
  • Charities such as RNIB, RNID and Mencap can advise on accessible formats and what to do if a service does not meet your needs.
  • If you support someone else, you can ask services to record your own communication needs as their carer or family member too.

Your rights

  • In England, NHS and publicly-funded adult social care providers are required to comply with the Accessible Information Standard as a condition of their registration and contracts.
  • Under the Equality Act 2010, service providers across Great Britain also have a duty to make reasonable adjustments, which can include providing information in accessible formats and arranging interpreters.
  • In Scotland, the BSL (Scotland) Act 2015 requires public bodies to promote and facilitate the use of BSL, including through a National Plan.
  • You can complain to the service directly, and then to the relevant ombudsman (such as the Parliamentary and Health Service Ombudsman in England) if your communication needs are repeatedly not met.

Possible benefits and financial support

These are things you may want to check. Nothing here is a decision, and entitlement always depends on your circumstances.

    Workplace adjustments to consider

      Education adjustments to consider

        Getting healthcare that works for you

        • Ask for your communication needs to be added as a 'flag' on your NHS record so that different departments and future appointments take them into account.
        • If you use a hospital passport (see the separate article on appointments, prescriptions and hospital passports), include your communication needs there too.

        Related rights topics

        Sources

        Every fact on this page comes from the sources below. Follow the links for the full, official version.

        Update history

        • Version 1.0 — 12 January 2026

          First published sample article on the Accessible Information Standard and accessible NHS communication.

          Approved by: Editorial reviewer (sample)

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