What we’re hearing about accessible information and reasonable adjustments - October 2025
Under the Equality Act 2010 anyone with a disability, impairment or sensory loss has the right to request reasonable adjustments.
The Accessible Information Standard (AIS) sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information about NHS and adult social care services and receive the communication support they need to use those services.
All organisations that provide publicly funded NHS care or adult social care – and commissioners of NHS or social care services - must adhere to this standard.
In the past 6 months 42 Surrey residents have talked to us about requesting and trying to access reasonable adjustments and accessible information. They have shared their experiences via our Helpdesk and/ or at community engagement events. None of these experiences were positive ones although at the end of our report we do reference a video we previously made which highlights the difference made by someone having their requests listened to and acted upon.
“I went to a GP appointment where I asked for a BSL (British Sign Language) interpreter to support me. The doctor advised they could understand me and therefore I don’t need one. My request wasn’t for them, it was for ME. Why am I being told what support I do or don’t need? Isn’t that my decision?”
We recommend that all providers take steps to review whether they're complying with the Accessible Information Standard effectively.
