Reasonable Adjustments

Accessible information and reasonable adjustments

We want everyone to be able to use our services in a way that works for them. This includes people who are disabled, have an impairment, have sensory loss, or need support to communicate.

We have a legal duty under the Equality Act 2010 to make reasonable adjustments. This means we must try to take steps where possible to remove barriers so disabled people are not put at a disadvantage when using our services.

We have created a short video to help explain reasonable adjustments and accessible information in a simple way. The video explains why reasonable adjustments matter, what they can look like in practice, and the six steps we follow: identify, record, flag, share, meet and review.

What accessible information means

Accessible information is information that people can access, read, understand and use. Some people may need information in a different format or may need communication support.

Examples include large print, easy read, Braille, audio, email, text message, British Sign Language support, an interpreter, an advocate, or extra time to understand information.

What reasonable adjustments mean

Reasonable adjustments are changes we can make to remove barriers for people. They help people use our services safely, fairly and comfortably.

A reasonable adjustment can be a change to how we communicate, how an appointment is arranged, how care is provided, or how the environment is managed. This can include accessible information, communication support, longer appointments, quiet waiting areas, or involving a carer or advocate.

Our responsibilities

Accessible information and reasonable adjustments follow the same six basic steps. We must identify what a person needs, record it clearly, flag it so staff can see it, share it safely when needed, meet the need where possible, and review it to make sure it is still right.

Identify what support a person needs.
Record this clearly in their care record.
Flag the need so staff can see it and act on it.
Share the information safely when it is needed for care.
Meet the person’s needs by providing the right support where this is possible to do so.
Review the information to check it is still correct.

Reasonable Adjustment Digital Flag

The Reasonable Adjustment Digital Flag helps health and care staff see when a person needs reasonable adjustments. It can help staff understand what support may be needed before or during care.

The flag may include key adjustments, such as needing easy read information, a longer appointment, a quiet space, support from a carer, or a specific way to communicate. Information should be kept accurate and reviewed when needs change.

How this links to the Equality Act

The Equality Act 2010 protects disabled people from discrimination. Disability is one of the protected characteristics in the Act.

The law says organisations must think ahead and make reasonable adjustments where needed. This is called an anticipatory duty. It means we should not wait until someone has a poor experience before we act.

What you can expect from us

We will ask if you need any support or reasonable adjustments.
We will listen to you, your carer, family member or advocate.
We will record your needs clearly in your care record.
We will make your needs visible to staff who need to know.
We will provide information in a way you can understand.
We will offer communication support or make changes to how care is provided where this is needed and possible.
We will review your needs because they may change over time.

How to tell us what you need

Please tell us if you need information in a different format, communication support, or any reasonable adjustments. You can tell a member of staff, contact the service before your appointment, or ask someone you trust to tell us on your behalf.

You can also tell us if your needs or reasonable adjustments change. We will update your record so staff know how best to support you.