Accessible information – your views
NHS England’s main aim is to improve people’s health.
We want to make sure that people can understand the information they are given about their health and care. We also want everyone to be able to get involved in decisions that affect them.
We know that some people need information in a different format, or help to communicate or explain what they think.
We are going to write a new guidebook for NHS and social care organisations across England, such as your doctor, hospital or council. The guidebook will be an ‘Information Standard’ which is a set of rules which organisations must follow.
The guidebook will tell organisations how they should make sure that patients, service users and carers can understand the information they are given. This includes making sure that people get information in different formats if they need it, for example inlarge print, Braille or Easy Words and Pictures.
The guidebook will also tell organisations how they should make sure that people get any support with communication that they need, for example through having a British Sign Language (BSL) interpreter or an advocate with them.
We would like to know what you think before we write this guidebook.
If you use health and social care services now, we would also like to know if you get information in a format you can understand, and if you get support with communication if you need it. This will help us to see if our guidebook makes things better.
You can find out more information about this work and about other ways to have your say on our website
If you have a question about this work you can email us at r telephone 0113 8251324.
Thank you for helping us with this work.
Survey
This survey is for patients, service users and carers. There are different surveys for health and social care professionals and organisations, for voluntary organisations and providers of information or communication support.
There are three parts to this survey.
Part 1asks questions about your experiences of using NHS and social care services. We want to know if you understand the information you are given and if you get support with communication if you need it. NHS services include your doctor, dentist or hospital. Social care services include a care home or day centre, or support from a social worker.
Part 2asks questions about how organisations should find out about people’s information and communication support needs, and how they should make sure they meet their needs.
Part 3 asks questions about things like your age and religion. This will help us to make sure that we have asked lots of different people for their views. You do not have to answer these questions if you do not want to.
Part 1 – your experiences
- Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said?For example, if you are d/Deaf, blind, have some hearing or visual loss or have a learning disability. Please tick 1 box.
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Always
Most of the time
Sometimes
Not very often
No, neverGo to part 2
Prefer not to sayGo to part 2
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- Do you usually get the communication support you need when you use NHS services? For example, if you need a British Sign Language interpreter or communication support at your appointment. Please tick 1 box.
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Always
Most of the time
Sometimes
Not very often
No, never
I do not need any communication support
I do not use NHS services
Prefer not to say
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- Do you usually get information in a format you can understand when you use NHS services? For example, information in Easy Read, Braille or audio. Please tick 1 box.
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Always
Most of the time
Sometimes
Not very often
No, never
I do not need information in a specific format
I do not use NHS services
Prefer not to say
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- Do you think there is any information you are missing out on when you use NHS services? Please tick 1 box.
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Almost all information
Most of the information
Some information
Not very much information
No, I get all the information I need
I do not need information
I do not know
I do not use NHS services
Prefer not to say
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- Do you usually get the communication support you need when you use social care services? For example, if you need a British Sign Language interpreter or a communication support worker at your appointment. Please tick 1 box.
Always
Most of the time
Sometimes
Not very often
No, never
I do not need any communication support
I do not use social care services
Prefer not to say
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- Do you usually get information in a format you can understand when you use social care services? For example, information in Easy Read, Braille or audio. Please tick 1 box.
Always
Most of the time
Sometimes
Not very often
No, never
I do not need information in a specific format
I do not use social care services
Prefer not to say
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- Do you think there is any information you are missing out on when you use social care services? Please tick 1 box.
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Almost all information
Most of the information
Some information
Not very much information
No, I get the information I need
I do not need information
I do not know
I do not use social care services
Prefer not to say
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- If health and social care organisations always gave you information in a format you could understand and if you always got the support you needed to communicate, what difference would this make to you?
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- If you have any other comments you would like to make about your experiences of getting the support you need from health and social care organisations, please tell us here.
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Part 2 – getting the right information and communication support
We would like you to tell us how you think health and social care organisations should find out about people’s information and communication support needs.
- We think that your doctor, care worker or a receptionist at a hospital should ask everyone if they need any support. We want to write a question for them to ask, so that everyone is asked the same. What do you think about the question below?
“Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said?”
Is this a good question? Please tick 1 box.
It is a very good question, do not change it
It is good question, but it could be better
It is an ok question, but it could be better
It is not a good question, it should be changed
It is really not a good question and should not be used
Not sure
Prefer not to say
Please explain your answer……………………………………………………………
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- How do you think we should ask people about their information and communication support needs?Please tick as many boxes as you like.
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Face-to-face
Letter
Online form (on a website)
Telephone
Text (SMS)
Prefer not to say
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In another way, please tell us…………………………………………………
No preference / I do not mind
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- It can take time for organisations to get information in different formats or to find communication support workers. Sometimes things can be planned in advance, for example if you have an appointment in a few days’ time or if you live in a care home and always use the same support. Sometimes, you need treatment or support in an emergency and there is no warning, or it might be late at night.
What should organisations do to make sure that you can get communication support and information in the right format quickly?
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- Is there anything else that we shouldthink about when finding out about people’sinformation or communication support needs?
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- Is there anything else that we should thinkabout when recording or sharinginformation about people’s information or communication support needs?
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Part 3 – diversity monitoring questions
We are asking these questions because we want to make sure that we have asked lots of different people for their views. You do not have to answer these questions if you do not want to.
- What was your age at your last birthday?
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__ __years
Prefer not to say
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- Are your day-to-day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months? This includes any issues or problems related to old age.
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Yes, limited a lot
Yes, limited a little
No
Prefer not to say
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- If you answered ‘yes’ to question 16, please tick 1 of the boxes below:
Vision (e.g. due to blindness or partial sight)
Hearing (e.g. due to deafness or partial hearing)
Mobility, such as difficulty walking short distances, climbing stairs, lifting and carrying objects
Learning or concentrating or remembering
Mental Health
Stamina or breathing difficulty
Social or behavioural issues (e.g. due to neuro diverse conditions such as Autism, Attention Deficit Disorder or Asperger’s Syndrome)
Other impairment
Prefer not to say
Not applicable
- What is your ethnic group?
Choose 1 section from A to E, and then tick 1 box to indicate your ethnic group.
A: White
Welsh / English / Scottish / Northern Irish / British
Irish
Gypsy or Irish Traveller
Any other White background
B: Mixed
White and Black Caribbean
White and Black African
White and Asian
Any other mixed background
C: Asian or Asian British
Indian
Pakistani
Bangladeshi
Chinese
Any other Asian background
D: Black or Black British
Caribbean
African
Any other Black background
E: Other ethnic group
Arab
Any other, please write in………………………………………………
Prefer not to say
- What is your sex?
Male
Female
Intersex
Prefer not to say
- Have you gone through any part of a process, or do you intend to (including thoughts or actions) to change from the physical sexual appearance you had at birth to the gender you now identify with?This could include changing your name, your appearance and the way you dress, taking hormones or having gender confirming surgery.
Yes
No
Prefer not to say
- What is your religion?Please tick 1 box.
No religion
Christian (including Church of England, Catholic, Protestant and all other Christian denominations)
Buddhist
Hindu
Jewish
Muslim
Sikh
Any other religion, please write in
Prefer not to say
- Which of the following options best describes your sexual orientation?
Heterosexual / straight
Lesbian / gay woman
Gay man
Bisexual
Other
Prefer not to say
- Do you look after, or give any help or support to family members, friends, neighbours or others because of either long-term physical or mental ill-health / disability, or problems related to old age?
Yes
No
Prefer not to say
Thank you for answering our questions.
Please return your survey by email to or post to Sarah Marsay, Public Voice Team (Accessible Information), NHS England, 5E01, Quarry House, Quarry Hill, Leeds, LS2 7UE.
Please return your completed survey by Friday 21 February 2014.
If you have any questions or would like some support, please email us at or telephone 0113 8251324.
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