Accessible Communication Policy

Our Accessible Communication Policy for RNID local services was updated in 2026.

• Why this policy is important
• Who is it for
• Roles and responsibilities
• Policy
• Procedure
• How we will let you know about the policy and put it into practice
• Equality and diversity
• Records
• Reference and legislation

Why is this policy important?

RNID is committed to ensuring that people with disabilities and sensory loss using our RNID Near You services across the UK can contact our services in accessible ways, get information that they can access and understand, and receive communication support as needed.

Who is it for?

This policy applies to RNID Near You services across the UK.

Roles and Responsibilities

Director of Community Services

To make sure that the policy and procedures are applied across RNID Near You services.

Service managers

To make sure that the policy and procedures are applied within their areas of responsibility.

Services staff and volunteers

To follow the policy and procedures.

Policy

This policy describes how our RNID Near You services will meet the information and communication support needs of people we support.

We are committed to meeting our responsibilities under the Equality Act 2010, and the Disability Discrimination Act 1996 in Northern Ireland and working in line with the following key guidance:

• NHS England’s Accessible Information Standard
• All Wales Standards for Accessible Communication and Information for People with Sensory Loss
• The Charter of Patient Rights and Responsibilities (NHS Scotland)

Procedure

Our procedures are based on the six essential steps to meet people’s information and communication needs as outlined in the NHS England Accessible Information Standard (AIS). Where country guidance varies or where we have additional requirements, our local procedures will be tailored to those as needed.

All staff and volunteers will be made aware of the importance of accessible information and communication and follow local processes and procedures which align to the following approach.

1. Identification of needs: A consistent approach to identification of information/ communication needs when a person first or next contacts the service.
2. Recording of needs: A consistent and routine recording of information/communication needs as part of a person’s records.
3. Flagging of needs: Ensuring a person’s information and communication needs are recorded in a ‘highly visible’ manner and staff will take appropriate action so the person’s needs are met.
4. Sharing of needs: Including data about individuals’ information and / or communication support needs as part of existing data-sharing processes, and as a routine part of referral processes.
5. Meeting of needs: Ensuring that individuals receive information in an alternative, accessible format and any communication support which they need.
6. Reviewing needs: Undertaking consistent and regular reviews of people’s information and communication needs in the records of people we support.

Where an individual is unable to consent or provide information about their communication needs and the sharing of information, the principles of the Mental Capacity Act and best interest will be applied.

How we will let you know about the policy and put it into practice

This policy and procedure will be made available on the RNID intranet. It will be made available to new staff and volunteers at induction and to existing staff and volunteers via team meetings and email.

Learning and development needs will be assessed via one-to-one management discussions. Training on the procedures will take place as part of training for RNID Near You staff and volunteer roles.

All staff and volunteers have responsibility for making sure they read this policy and understand how it applies to their role and where to get further information.

Equality and diversity

All staff responsible for following this policy and procedure will do so in a way that:

• respects the individuality of each person affected by the policy
• treats everyone who is affected by the policy with respect, regardless of protected characteristics

How we will make sure the policy is working

We will monitor compliance with the standards through our quality assurance processes and local contract requirements. This will include encouraging feedback from people we support. RNID is also committed to using the AIS Self Assessment Framework to assess our performance against the AIS requirements and to develop and implement any actions plans as required.

Any complaints will be managed in line with RNID’s complaints policy and procedures. Complaints can be submitted to us in any format. A formal acknowledgement will be sent within two working days and an investigation outcome provided within 21 days or a progress update will be provided if this timeline is not possible.

Records

All records will be kept in line with the legal requirements and the Control of Records Guidance.

Reference and legislation

• NHS England’s Accessible Information Standard
• All Wales Standards for Accessible Communication and Information for People with Sensory Loss
• The Charter of Patient Rights and Responsibilities (NHS Scotland)

Appendix A – Version control

Record of changes

This policy has been updated following a review of the revised AIS standard and to reflect current organisational structure.

Review period

This policy will be reviewed every three years or earlier if required due to changing legislation, best practice or other factors such as contractual request.