The new rules on accessible healthcare information: What you need to know
If you find it hard to read appointment letters, follow spoken instructions, or get information in the format you need, you're not alone. Thousands of people across the country face the same challenges when using NHS or social care services.
This Summer, NHS England updated the Accessible Information Standard - the rules that say people must get information in a way they can understand and communicate in a way that works for them. This includes people who are blind, d/Deaf, have a learning disability, or have other communication needs.
The new version strengthens these rules and gives health and care services clearer responsibilities. It’s a step forward, but there’s still work to do to make sure no one is left out of care because of poor communication.
What has changed?
Changes to the standard include:
- A new and sixth, “review” stage requiring NHS and publicly funded adult social care services to proactively check that patients’ and service users’ needs are up to date in their records and that they are being met. This is in addition to the five stages asking services to identify, record, flag, share, and meet people’s communication needs.
- All health and social care organisations should appoint a senior named role responsible for overseeing the standard is being put into practice.
- Clarifying the role of commissioners, such as Integrated Care Boards (ICBs) and councils, who should ensure that providers in their area follow the standard.
- An expectation on all providers and commissioners to identify an AIS lead responsible for ensuring the standard is met as well as an executive-level role holder with responsibility for the standard in their remit.
- An expectation that all NHS and social care organisations assess how well they are meeting the standard. This can be done through a new NHS provider self-assessment tool and the first assessments should be completed by March 2027.
What should I do if my communications needs are not met?
If you're not getting information in a format that works for you or a loved one, you have rights. Here's what you can do:
- Give feedback or make a formal complaint via the NHS or council complaints processes – read our guide here on making a complaint.
- Share your experience with your local Healthwatch team or the Care Quality Commission, which inspects services, as they could use it to build a picture of problems with certain services and take further action
- Contact a local councillor or your local MP.
You can also contact the following organisations for support you if you have a disability or sensory impairment:
Royal National Institute of Blind People – for people who have a visual impairment.
Royal National Institue for Deaf People – for people who have a hearing impairment.
SignHealth – for deaf people.
Sense – support for people who are deafblind.
Mind - support for people living with mental health problems.
Why this matters to Healthwatch
For years, people across North Yorkshire have told us they struggle to get information in formats they can understand — whether that’s appointment letters in standard print for blind patients, or phone-only booking systems that don’t work for Deaf users.
We welcome the updated standard and the stronger expectations it brings. But we’re concerned that many of the changes — including legal enforceability — may still take time to embed across all providers.
That means thousands of people may still face barriers to communication, putting their safety and access to care at risk.
What the evidence says
Healthwatch England has long campaigned for a stronger AIS. In 2023, they issued Freedom of Information requests to NHS Trusts and found:
Only 35% of NHS hospital trusts were fully compliant with the existing Accessible Information Standard.
They also found that many services were not recording communication needs consistently, leading to people being excluded from making informed decisions about their health.
In response, Healthwatch England worked with NHS England and others to strengthen the guidance. They continue to push for clear timelines, accountability, and funding to support full implementation.
What happens next?
The new Accessible Information Standard is now published, but there’s still a long road ahead to make sure it makes a real difference.
We’ll continue listening to your experiences and using your voice to push for faster, fairer progress.
Healthwatch England and local Healthwatch have been asking for a stronger standard since 2022 — and championing better access to information since Healthwatch started in 2013. Healthwatch England's national evidence, alongside what we've heard from people locally, helped trigger the review. This highlighted that many NHS services still fail to provide healthcare information in accessible formats, blocking patients from care and preventing informed decisions.
The updated standard makes it clear that organisations must have 'due regard' to Accessible Information Standard requirements when delivering services. However, full legal enforcement won't come in until further regulations are introduced. This might not be until 2027.
Healthwatch is disappointed that the standard still isn’t fully mandatory. These changes are supposed to improve access to healthcare for disabled people and those with sensory impairments — people who can't afford to wait years for fair treatment.
That said, there are some positive steps:
- Providers are now expected to train staff, update systems, and embed AIS into how care is delivered.
- Every year, services will now need to check how well they're meeting the standard and make a plan for what they still need to improve. This is called a self-assessment. But the first reports aren’t expected until March 2027.
- The rules that NHS services and care providers have to follow — like contracts and inspections — are starting to include the updated standard. This means services will be expected to show they are meeting people’s communication needs as part of how they’re held to account.
Healthwatch recognise that services and staff are under pressure — but this must be a priority. Accessible information isn’t a luxury. It's a basic right, and a key step towards tackling health inequalities.
Healthwatch will continue listening to your experiences and using your voice to push for faster, fairer progress.
