Ask about communication needs
Everyone’s needs are different, and they can change over time. Always ask rather than assuming what someone needs.
Check patient records
Before booking an appointment or seeing a patient, check their record for flags about their communication needs.
If there are no flags recorded, be proactive and ask the patient what they need.
Here’s an example of what you could say:
Do you need an interpreter or another type of communication support?
Is there anything else I can do to make it easier for you to communicate?
Some patients may use a physical or digital communication card to tell you what they need. Get familiar with this format so you know what to look for.
Record and share communication needs
When a patient shares their needs, make sure to add this to their record.
This should be linked to a flag or alert that will prompt staff to take action when they book appointments in future.
Use the Reasonable Adjustments Digital Flag to record communication needs, or the equivalent system in your area.
Identifying, recording and sharing communication needs are part of your responsibilities under the Accessible Information Standard (AIS).