Is the New Accessible Information Standard making a difference yet?”

Have you ever received a hospital letter in a format you couldn’t read — or had to chase someone to explain medical information in plain English or British Sign Language? You're not alone.

This year, NHS England updated the Accessible Information Standard to make sure everyone gets health and care information in a way they understand. But changing the rules on paper is one thing, making those changes happen in the real world is another.

So how is it going so far?

1. National webinars: What's happened and what's next

Back in the summer, NHS England ran a national webinar about putting the updated Accessible Information Standard in place. Over 1,000 people attended, from NHS and adult social care services across the country. Healthwatch is pleased to see a strong interest in getting this right. They spoke about what needs to happen next, what support is available to organisations, and how the updated Accessible Information Standard will link with future changes in law and NHS regulations.

Since then, NHS England has announced plans for another national webinar to support the rollout of the refreshed standard. It’s expected to provide practical guidance for NHS and social care services, including what the new requirements mean, what support is available, and how to prepare. For example, if a hospital service isn’t sure what they need to do under the new Accessible Information Standard, a national webinar can help clarify what actions they should take — like training staff, using the digital flag system, or checking how they record communication needs.

Healthwatch will continue to call for training, leadership, and accountability across the system, to make sure this doesn’t get lost among other priorities.

2. Moving towards stronger requirements

Right now, organisations are expected to follow the updated Accessible Information Standard, but it isn’t yet a legal requirement. That means services should be taking steps to meet people's communication needs, but they don’t have to fully comply until new legal regulations are brought in. For example, even if a GP surgery knows a patient needs information in large print, they aren't currently required by law to provide it. That means some people may still not get the support they need until these rules become enforceable.

This will take time. We’re urging NHS England and local commissioners to keep up the momentum and treat this as urgent, not optional.

3. Training and awareness materials are being shared

NHS England is building a case for training on the Accessible Information Standard to become compulsory for all NHS staff, so that everyone from reception staff to clinicians knows how to record and meet people’s communication needs. For example, a receptionist trained in the Accessible Information Standard would know to book a British Sign Language interpreter when a d/Deaf patient makes an appointment, rather than expecting them to turn up without communication support.

4. Digital 'flag' system in development

A related system called the Reasonable Adjustments Digital Flag is also being updated and is expected to be re-issued soon, possibly next month. This system plays a key role in making sure people's needs are recognised wherever they go in the health and care system.

By September 2026, all NHS and publicly funded adult social care services will be required to use it.

The flag works by storing details of a person's communication or access needs, for example, needing a British Sign Language interpreter, extra time in appointments, or information in large print. These needs are usually recorded by a GP and then shared digitally across the NHS.

When the person uses another service, like a hospital, clinic, or social care team, staff will see an alert on their system with the information they need to make the right adjustments straight away. 

As one person shared: "It would be such a relief if I didn’t have to explain my needs every time I go somewhere new."

Any updates to a person's needs will automatically be shared across services, so the information stays current.

For example, If a person with a learning disability needs their care information in an easy-read format, their GP can record this once. From then on, any hospital or social care service they use will see this alert and provide information in easy read automatically.

What this matters

These changes aren’t just policy, they affect real people.

"They keep sending me letters I can’t read. I’ve missed appointments because of it."

If a person who’s blind gets a printed letter instead of audio, they may miss their appointment. If a Deaf person isn’t given a British Sign Language interpreter, they might misunderstand care instructions. If someone with a learning disability doesn’t receive easy-read information, they might not be able to give informed consent.

Strengthening the standard, training staff, and sharing people’s needs across services means fewer missed appointments, less stress, and safer care for people who feel pushed to the edges of healthcare.