Transcript 1-item-7-accessible-information-standard-14th

Accessible Information Standard
Interpreting and Translation Standards
Lisa Hilder
October 2015
Summary
On 24th
June 2015
Aim
By 31st July
2016
• The new Accessible Information standard was approved by NHS England
• To make sure that people who have a disability, impairment or sensory
loss get information they can access and understand and any
communication support that they need. Ensuring this information is in a
format they require, i.e. large print, braille, easy read or via email
•All organisations that provide NHS or Adult Social Care services must
follow the standard in full. This includes NHS Trusts & Foundation Trusts,
and GP practices.
•Organisations that commission (pay for and make decisions about) NHS
and adult social care services must also make sure that they support the
standard
Aim of the Standard (why)
• The aim of the Standard is to establish a framework and set a
clear direction such that patients and service users (and where
appropriate carers and parents) who have information or
communication needs relating to a disability, impairment or
sensory loss receive:
• ‘Accessible information’ (‘information which is able to be read or
received and understood by the individual or group for which it is
intended’); and
• ‘Communication support’ (‘support which is needed to enable
effective, accurate dialogue between a professional and a service
user to take place’);
• So that they can access services appropriately and
independently, and make decisions about their health, wellbeing,
care and treatment.
What does the accessible information
standard tell organisations to do?
Organisations that provide NHS or adult social care must do five things:
• Ask people if they have any information or communication needs,
and find out how to meet their needs
• Record those needs clearly and in a set way
• Highlight or flag the person’s file or notes so it is clear that they
have information or communication needs and how to meet those
needs
• Share information about people’s information and communication
needs with other providers of NHS and adult social care, when they
have consent or permission to do so
• Take steps to ensure that people receive information which they can
access and understand, and receive communication support if they
need it
Timescales (when)
Organisations may begin to follow the Standard
immediately following publication of the Information
Standards Notice (ISN). Organisations must comply
by 31 July 2016.
The standard does not apply directly to CCGs
however there are requirements placed upon us to
assist and support our providers to comply
An example of practice which will be
required
Conversation supported by a British Sign Language interpreter
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Receptionist: Do you have any information or communication support needs?
Patient: Yes, I am Deaf. I need a British Sign Language interpreter at my
appointments.
Receptionist: Ok, I will record that in your notes. Do you need any other support
from us? Do you need us to send you information in a particular format or
contact you in a particular way?
Patient: I cannot use a telephone. I need you to contact me via email or text
message instead.
Receptionist: Ok, I will record that in your notes too. Do you need any other
support, or is there anything else you think we should know?
Patient: I will need a longer appointment because the conversation will be
three-way because of needing an interpreter.
Receptionist: Ok.
More Information
•
There is more information about the accessible information standard, including
the Specification and Implementation Guidance, on the NHS England website at
www.england.nhs.uk/accessibleinfo
•
More information, including more information in alternative formats, will be
published on the NHS England website during summer and autumn 2015.
Charities including Action on Hearing Loss, CHANGE, Sense, and the Royal
National Institute of Blind people (RNIB) will also be publishing information
•
The ‘Information Standards Notice’ which is the formal document which tells
organisations that they must follow the standard is published on the Health and
Social Care Information Centre website at
www.hscic.gov.uk/isce/publication/scci1605
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For more information please email NHS England at
[email protected] or call 01138 253002. Or you can write to
Accessible Information Standard, NHS England, 7E56, Quarry House, Quarry
Hill, Leeds, LS2 7UE
JULY 16 – ARE YOU READY?
ASK
• REMEMBER identify
communication/information
needs at patient registration
or upon an existing patient’s
next contact with the
Practice
• Raise awareness amongst
your staff – it’s known that a
lot of staff lack confidence
when trying to support
individuals with
communication needs
• Identify staff groups that will
be doing the “asking”
• Provide training where
required including how to
record identified needs
clearly and unambiguously
ASK
• Review your letters and
documentation – are they in
a suitable font ie Calibri or
Arial? (Don’t use Times New
Roman). Can they be
converted into easy read?
What arrangements do you
have in place for translation
into braille or other
languages?
• Patients should be able to
identify their needs to you
face to face or in a written
format – what arrangements
have you got in place to
enable them to do this? If a
patient elects the face to face
option you have to offer
them a private room for the
conversation to take place in
RECORD
• All recording needs to be
clear and unambiguous
• Methods of recording need
to be standardised across
electronic and paper
records/systems
• The patient, carer or parents
should be asked to view and
verify the accuracy of the
recorded information
• Some patients may need
multiple support options. If
deaf an individual may have
a hearing aid but could also
lip read. Contact from the
Practice would need to be by
letter, e-mail or text rather
than phone
JULY 16 – ARE YOU READY?
ALERT, FLAG OR HIGHLIGHT
• Make sure that recorded needs
are highly visible and seen
immediately a record is accessed
• High visibility can be achieved by
placing a need on the front cover,
title, or front page of a document
whether it’s a paper or
electronic record
• Place a flag or alert banner on
each page of an electronic record
• On a paper record consider using
bold fonts and different colours
to draw attention
• A regular review needs to be
carried out to ensure the
information is up to date. Put in
a prompt system to remind staff
to check and amend information
when the patient visits
SHARE
• Obtain consent to share a
patient’s
communication/information
needs as part of their shared and
integrated records
• Include details of any known
communication/ information
need when referring the patient
within and between other
organisations ie secondary care
• Sharing
communication/information
needs should be routine when
providing referral and handover
information
ACT
• How will you provide a minimum of 2
ways for patients to identify their
needs to you ie written or face to
face?
• What methods will staff use to
contact someone with a known
communication or information need?
• How will you provide information,
correspondence and advice in an
accessible formats
• Do your systems need adjusting to
provide prompts and flags where a
need has been indicated?
• The Implementation Plan provides a
lot of practical information and
examples to help you and can be
accessed at
www.england.nhs.uk/accessibleinfo
This easy read booklet will tell you what people
thought of our ideas and what will happen
next.
Hyper-Acute Stroke Care - Why we need
to change?
When a person has a stroke we know that the first
few hours after the stroke are really important.
If a person gets the right treatment quickly
they have a good chance of getting better.
72
When a person has a stroke the treatment
that should be given during the first 72 hours is
called Hyper-Acute Stroke Care.
2
Ideas for Hyper-Acute Stroke Care
Idea 1
What’s good about this idea?
What’s not good about this idea?
Idea 1: To have 24/7
Hyper-Acute Stroke
Care at Scunthorpe
General Hospital and
Diana Princes Of Wales
Hospital.
This would mean that
anyone who had a
stroke in our local area
would be able to get
treatment at their
nearest hospital.
To be able to do this
we would need skilled
staff at both sites and
lots of new equipment.
This would cost a lot of
money.
It would be hard to get
the right number of
properly trained staff to
keep people safe. If we
do not have the right
staff more people may
die or have a poorer
quality of life.
Because of this we think
that having HyperAcute Stroke Care at
both hospitals will not
work well.
6
Interpreting and Translation Standards
Current consultation by NHSE on guidelines and
standards for Interpreting and translation
Recognition of the contribution to quality healthcare
of clear and accurate information/communication
Why is this being undertaken
• Language barriers in the health care setting can
lead to problems such as denial of services, issues
with medication management, and
underutilisation of preventative services
• It is estimated that around 17% of the general
population have deafness and will have a range of
communication related requirements. The 2011
UK Census indicated that 8% of the population
spoke a main language other than English
8 Principles for High Quality Interpreting
& Translation Services
1.
Access to Service -
2.
Booking of Interpreters - Staff working in primary care provider services should be aware of how to book
Patients must be able to access primary care services in a way that ensures their language
and communication needs do not prevent them receiving the same quality of healthcare as others.
interpreters across all languages including BSL and to book them when needed
3.
Timeliness of Access - Patients requiring an interpreter should not be disadvantaged in terms of the timeliness
of their access.
4.
Personalised Approach - Patients can expect a personalised approach to their language, communication and
access requirements recognising that “one size does not fit all”.
5.
Professionalism and Safeguarding - High ethical standards, a duty of confidentiality and safeguarding
responsibilities are mandatory in primary care and this duty extends to interpreters
6.
Compliments, Comments, Concerns & Complaints - Patients and clinicians should be able to
express their satisfaction with the interpreting service in their first or preferred language and using multiple formats
(written, spoken, signed etc.) as appropriate
7.
Translation of documents - Patients and healthcare professionals should have timely access to appropriately
and effectively communicated documentation that will enable and support their healthcare.
8.
Quality Assurance & Continuous Improvement - The interpreting service should be subject to
systematic monitoring for quality assurance and to support continuous improvement to ensure it remains high quality
and relevant to local needs.
Legislation and regulation
• Section 13G of the NHS Act 2006 (as amended by the Health
and Social Care Act 2012), states that NHS England, in the
exercise of all its functions, must have regard to the need to
reduce inequalities between patients with respect to:
– a) Their ability to access health services and
– b) The outcomes achieved for them by the provision of health services.
• Section 29 Equality Act 2010 requires that all organisations
providing a service to the public are subject to nondiscrimination rules and ensure that they do not treat someone
worse, or do something that has an adverse impact due to them
having particular protected characteristic
• Section 13Q of the NHS Act requires commissioners to involve
service users in a way that meets their communication needs
Any Questions?