The Accessible Information Standard, often called the AIS, sets out how NHS and adult social care services in England must identify and meet the communication needs of people with a disability or sensory loss.
For deaf and hard of hearing people, understanding the Accessible Information Standard is key to accessing clear, safe healthcare communication.
What is the Accessible Information Standard?
The Accessible Information Standard is a legal requirement for NHS organisations and publicly funded adult social care providers in England.
It requires services to:
Ask how a person prefers to receive information and communicate
Record those communication needs clearly
Flag them so staff can see them
Share information in accessible formats
Act on those needs consistently
This could include written summaries, remote captioning, lipspeaking, interpreting support, large print, or other formats depending on individual preference.
Why the Accessible Information Standard matters
When communication needs are not identified or met, people may misunderstand diagnoses, treatment options, or follow-up instructions. This affects safety, confidence, and trust in healthcare.
Training helps ensure the Accessible Information Standard works in practice, not just on paper. Additional Deaf Awareness Training can support NHS teams in understanding how communication needs show up in real settings.
Recent reporting has highlighted gaps in training on the Accessible Information Standard. Where staff are not aware of their responsibilities under the AIS, communication needs may not be recorded or acted upon consistently.
Accessible healthcare communication is not optional. It is central to safe and effective care.
The five steps of the Accessible Information Standard
The AIS framework is built around five key actions:
Ask about communication needs
Record those needs clearly
Flag them in records
Share information in accessible formats
Act on those needs every time care is provided
These steps ensure communication preferences are recognised and respected across services.
Examples of reasonable adjustments under the AIS
Adjustments will vary depending on the person. They may include:
Written summaries of appointments
Remote captions for NHS video consultations
Lipspeaking or BSL interpreting support
Easy-read materials
Large print or alternative formats
The key principle is that the format should match the individual’s preference.
Key facts about the Accessible Information Standard
The Accessible Information Standard is a legal requirement in England.
It applies to all NHS organisations and publicly funded adult social care services.
It covers communication support, not just written information.
Services must act on recorded communication needs consistently.
What you can do
If you are deaf or hard of hearing, you can:
Tell healthcare providers how you prefer to receive information
Ask for your communication needs to be recorded under the Accessible Information Standard
Check that adjustments are provided consistently
Raise concerns if communication support is not being met
Understanding the Accessible Information Standard in theory is one thing. Seeing how it applies in practice is another. Below are some of the most common questions people ask about the AIS and how it works within NHS and social care settings.
Frequently Asked Questions about the Accessible Information Standard
The Accessible Information Standard is a legal requirement for NHS and publicly funded adult social care services in England. It requires providers to identify, record, and meet communication needs.
It applies to all NHS organisations and publicly funded adult social care services in England.
Support may include written summaries, remote captioning, lipspeaking, interpreting support, large print, easy-read materials, or other accessible formats depending on individual preference.
No. It is a legal requirement in England and services must follow its five steps: Ask, Record, Flag, Share, and Act.
Ask the provider to record your needs under the Accessible Information Standard and raise a concern if adjustments are not provided consistently.