Closing the gap - January 2026
As part of the Equality Act 2010 anyone with a disability, impairment or sensory loss has the right to request reasonable
adjustments (the changes a service provider must make to remove or reduce the barriers these people might face). 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. In October 2025 we reported on what people were saying to us about reasonable
adjustments and accessible information in various parts of the NHS; here we take a closer look at GP practices across Surrey.
adjustments (the changes a service provider must make to remove or reduce the barriers these people might face). 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. In October 2025 we reported on what people were saying to us about reasonable
adjustments and accessible information in various parts of the NHS; here we take a closer look at GP practices across Surrey.
In light of our findings we’re asking all providers across Surrey to consider the following actions:
- Improve staff awareness and confidence
- Ensure all practice staff, especially reception and admin teams, receive regular training on:
- Reasonable adjustments under the Equality Act 2010The Accessible Information Standard (AIS)Disability, sensory loss, and neurodiversity awareness
- Emphasise that adjustments are a legal right, not a favour, and that patients are not being a “nuisance” by asking.
2. Offer clear, accessible ways to request adjustments
- Provide multiple accessible routes for requesting adjustments (in person, phone, email, online), avoiding reliance on methods that exclude some patients.
- Clearly explain, in accessible formats, what reasonable adjustments are and how patients can request them.
3. Monitor delivery and review regularly
- Check that adjustments are delivered promptly, remain in place, and are reviewed at least annually or when needs change.
- Ensure adjustments are not removed without discussion and agreement with the patient.
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Closing the gap - January 2026.pdf
Closing the gap - January 2026.word
