Accessible Information Standard

Albany Surgery is committed to making sure all our patients have access to the same information, in a way they can fully understand, and to supporting patients who have additional communication needs. We strive to make healthcare equally accessible for all our patients, and are working hard to help reduce healthcare inequalities in our patient population.

In addition, all organisations offering NHS care have a legal obligation to follow the Accessible Information Standard (AIS), which came into effect in 2016. The AIS sets out the way NHS organisations should identify, record, flag up and support patients who have additional communication needs.

We must also make sure all our information is made accessible on request.

What this means for you –

If you have additional communication needs you feel we should know about, or haven’t told us about, you should let us know as soon as you can. If you let us know, that information will be recorded in your patient notes and if you need information provided in a different way than we usually offer it, we can make sure this happens.

You can come to the surgery or call us on 01626 334411, or send an email to enquiriesatalbany.L83034@nhs.net, or drop a letter into our letterbox. Please make sure your name and date of birth are included on any email or letter, so the information can go onto the right patient record.

Please note – some letters (such as flu vaccine invites) are sent in bulk to many patients at once, and may not reflect your communication needs. If this happens, you should contact the surgery to ask for the letter in the required format.

Translators and Interpreters

We are able to provide translators for patients who need healthcare information in a language other than English. We can also book a British Sign Language (BSL) interpreter for your appointment if this is needed. In addition, a text-based relay service is available for use by patients who are deaf or hard of hearing.

Please see our Translators and Interpreters page for more information.

Patient letters and written healthcare information

All our patient letters can be provided if a different format if needed.

The following are examples of the ways we can offer you information:

• In another language
• Large print
• Easy-read
• Braille
• Audio leaflet

Please note – this information is available on request, so you will need to ask us for this.