What is the Accessible Information Standard and how can it support individual needs?
Our article below explains what support is available through the AIS and to whom, and what to do if needs are not being met. An Easy Read guide about the Accessible Information Standard (AIS) from Mencap can be found here.
What is the Accessible Information Standard (AIS)?
The AIS is a legal requirement introduced in 2016 which aims to ensure disabled people and people with impairments or sensory loss are given information they can understand, and the communication support they need, to access NHS and publicly funded adult social care services.
It aims to improve people’s health outcomes and experiences of health and social care.
Who is covered by the Accessible Information Standard (AIS)?
The AIS covers conditions that affect an individual’s ability to access, read or understand information or to communicate including those:
- who are blind, Deaf or deafblind
- who have a disability, impairment or sensory loss
- with a mental health condition
- who have multiple or complex needs
- who have a neurodivergent condition
- with dyslexia or dyspraxia
Communication support includes interpretation or translation for people whose first language is British Sign Language (BSL). It does not cover these needs for other spoken languages. Information about language interpreting in other languages for NHS services can be found here.
The AIS also does not include requirements for the accessibility of health and social care websites and apps, which are governed separately by The Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.
A note on needs vs preferences
The AIS requires organisations to meet an individual’s communication needs but does not require them to always provide information in an individual’s preferred format. However, the principles of person-centred care mean they should consider and respond to preferences where possible and practical. Some more useful information can be found on the NHS website.
Who must follow the Accessible Information Standard (AIS)?
By law (section 250 of the Health and Social Care Act 2012), all organisations that provide publicly funded NHS or adult social care services must have regard to the AIS. This includes:
- NHS trusts
- GP practices
- pharmacies
- ambulance services
- private hospitals and organisations providing NHS services, such as dentists
- local authorities
- adult social care and any similar commissioned services
The Equality Act 2010 places a legal duty on all service providers to take steps or make ‘reasonable adjustments’ to prevent placing a disabled person at a disadvantage compared to a person who is not disabled.
How is the Accessible Information Standard (AIS) implemented?
There are many examples of ‘reasonable adjustments’ and ways an individual may be supported with their communication needs in health and social care settings including:
- providing information in alternative formats, such as Braille, large print or Easy Read
- being offered a longer appointment
- using specific contact methods, such as text, telephone, email or letter
- support with communication aids and tools, such as hearing aids
- support from a communication professional, for example, a British Sign Language interpreter
There are six steps, which NHS and Adults Social Care services should complete to implement the standard:
- Ask: find out if people have communication and information needs.
- Record: record those needs in a clear and standardised way in electronic or paper based systems.
- Flag: use alert systems to generate specific formats or to clearly indicate needs to others.
- Share: include recorded data on people’s support needs as part of data sharing, treatment and referral processes.
- Act: take steps to ensure people’s information and communications needs are met.
- Review: regularly review needs and ensure records are up to date.
Who ensures the Accessible Information Standard (AIS) is being followed?
Responsibility for the AIS is primarily held by the commissioners of the services, such as NHS England and Integrated Care Boards (ICBs) – locally this is Sussex ICB.
The Care Quality Commission (CQC), as the health and social care regulator, considers AIS performance as part of its assessments, but does not directly regulate the standard's compliance itself.
In 2025, the NHS published an updated version of the AIS. A self-assessment framework was introduced to help service providers ensure they are meeting the AIS requirements. Providers must annually publish their own performance (on their websites, in accessible formats) against the measures in the AIS self-assessment framework, as well as detailing the actions they have put in place to improve.
What options do I have if my communication needs are not being met?
If you do not receive information about your health and care in a format that suits you, you can:
- Remind service staff that they have a legal duty to provide accessible information under the AIS.
- Raise an informal concern to Practice staff at GPs, dentists, or pharmacies or appropriate Patient Advice and Liaison Service (PALS) in hospitals to help resolve issues.
- Make a formal complaint to the service. If you’re thinking about making a complaint, you are entitled to support from the independent NHS Complaints Advocacy Service, provided locally by the Advocacy People.
- Share your experiences with Healthwatch East Sussex, who will feed back to local services providers, commissioners and decision-makers.
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