Accessibility

As a practice we appreciate that our patients may have different needs in terms of accessibility and we work hard to ensure we have processes in place to address this.

We are always open to suggestions and ideas from patients, especially those who have positive experiences with other services and we would love to hear from you if you think there are additional systems we can put in place to support you.

Visually Impaired

Those who are visually impaired may find that they rely more heavily on audio based services.
Service	Benefits	Accessible Via	Availability
Medical records flag where appropriate	Medical records will be flagged to make staff aware that the patient may need alternative options	Practice	During opening hours
Practice Website	Change colours, contrast levels and fonts	Mobile or computer	24/7
	Zoom in up to 300% without the text spilling off the screen
	Navigate most of the website using just a keyboard
	Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
	Navigate most of the website using speech recognition software

Hearing Impaired

Those with hearing impairments may find that the current trend for telephone consultations does not suit them and so require alternative ways of communicating with the practice.
Service	Benefits	Accessible Via	Availability
Medical records flag where appropriate	Medical records will be flagged to make staff aware that the patient may need alternative options	Practice	During opening hours
NHSApp	Access to medical record	App on mobiles or computer	24/7
	Request repeat prescriptions
	Covid pass
SystmOnline	Access to medical record	Mobile or computer	24/7
	Request repeat prescriptions
	Access to test results
	Vaccination history
	Appointment booking for particular appointments – eg flu vaccination
accuRx	Get self-help advice	Mobile or computer	24/7
accuRx	Request an electronic consultation	Mobile or computer	24/7
Email (for non-clinical related requests)	General queries about services at the surgery		9.00am to 5.00pm on working days (up to 3 day turn around)
Appointment URL’s (outgoing)	Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review	Mobile or computer	24/7 (URL link will last for 7 days)
Appointment cancellation texts	Patients can cancel their appointment via text meaning they do not have to phone into the surgery	Mobile	24/7 (must be no less than 2 hours before the appointment time)
Communications Annexe (outgoing)	Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure	Mobile	24/7
Practice website	Up to date information on the practice including opening hours & services	Mobile or computer	24/7
	What’s New section
	Newsletters
	Link through to SystmOnline
	Electronic registrations
Facebook	Educational posts	Mobile or computer	24/7
	Immediate updates on the practice
	Links to other useful groups
Visors	To be used instead of face masks to allow for lip reading	Practice	During opening hours
Face masks with transparent mouth piece	To be used instead of textile face masks to allow for lip reading	Practice	During opening hours

Speakers of other languages
Service	Benefits	Accessible Via	Availability
Translation service (provided by central NHS team)	Ensures patient understands their treatment and any investigations	Translation Team	During opening hours
Information leaflets eg cervical screening	Ensures patient understands their treatment and any investigations	Practice website or in house	24/7 on website or during opening hours for in house

Learning Difficulties

Patients with learning difficulties may find it distressing to come into an unfamiliar setting or may need longer consultation times to allow for a clear dialogue.
Service	Benefits	Accessible Via	Availability
Medical records flag where appropriate	Medical records will be flagged to make staff aware that the patient may need alternative options	Practice	During opening hours
Written information on health / reviews / support	Ensures that patient can review what’s been discussed or agreed in their own time	Practice	During opening hours
	Ensures carers are aware of what’s been discussed or agreed for the patient
	Can be pitched at the appropriate level for the level of learning difficulty a patient may have
Vaccinations	Prioritising for flu vaccinations	Practice	During opening hours
Clinician of choice	Some patient may feel more comfortable with clinicians they are familiar with and where possible we would accommodate this	Practice	During opening hours

Carers

Carers may have restricted times when they are able to leave their dependant. It is important to ensure this is respected and that their own health is not overlooked due to their caring duties.
Service	Benefits	Accessible Via	Availability
Medical records flag where appropriate	Medical records will be flagged to make staff aware that the patient has caring responsibilities	Practice	During opening hours
Vaccinations	Prioritising for flu vaccinations	Practice	During opening hours
SystmOnline	Access to medical record	Mobile or computer	24/7
	Request repeat prescriptions
	Access to test results
	Vaccination history
	Appointment booking for particular appointments – eg flu vaccination
Referral to carers service	Ensures the Carer is treated as a patient as well as their dependant and the appropriate support is in place for them	Practice	During opening hours
accuRx	Get self-help advice	Mobile or computer	24/7
	View video’s on how to manage your condition eg inhaler techniques
	Request an electronic consultation
Email (for non-clinical related requests)	General queries about services at the surgery		9.00am to 5.00pm on working days (up to 3 day turn around)
Appointment URL’s (outgoing)	Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review	Mobile or computer	24/7 (URL link will last for 7 days)
Appointment cancellation texts	Patients can cancel their appointment via text meaning they do not have to phone into the surgery	Mobile	24/7 (must be no less than 2 hours before the appointment time)
Communications Annexe (outgoing)	Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure	Mobile	24/7
Practice website	Designated carers section	Mobile or computer	24/7
	Up to date information on the practice including opening hours & services
	What’s New section
	Newsletters
	Link through to SystmOnline
	Electronic registrations
Facebook	Educational posts	Mobile or computer	24/7
	Immediate updates on the practice
	Links to other useful groups
Livi	Access to a GP via phone call	Mobile	24/7

Veterans

Leaving the armed forces can be a daunting process to undertake. Supporting patients to understand what options they have will help make the transition from military healthcare to civilian healthcare as smooth as possible.
Service	Benefits	Accessible Via	Availability
Medical records flag where appropriate	Medical records will be flagged to make staff aware that the patient may need alternative options	Practice	During opening hours
Named veterans Clinician at the practice	Providing advice, support or signposting	Practice	During opening hours
Practice website	Designated Veterans section providing links and support	Mobile or computer	24/7
	Up to date information on the practice including opening hours & services	Mobile or computer	24/7
	What’s New section
	Newsletters
	Link through to SystmOnline
	Electronic registrations
NHSApp	Access to medical record	App on mobiles or computer	24/7
	Request repeat prescriptions
	Covid pass
SystmOnline	Access to medical record	Mobile or computer	24/7
	Request repeat prescriptions
	Access to test results
	Vaccination history
	Appointment booking for particular appointments – eg flu vaccination
accuRx	Get self-help advice	Mobile or computer	24/7
	View video’s on how to manage your condition eg inhaler techniques
	Request an electronic consultation
Email (for non-clinical related requests)	General queries about services at the surgery		9.00am to 5.00pm on working days (up to 3 day turn around)
Appointment URL’s (outgoing)	Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review	Mobile or computer	24/7 (URL link will last for 7 days)
Appointment cancellation texts	Patients can cancel their appointment via text meaning they do not have to phone into the surgery	Mobile	24/7 (must be no less than 2 hours before the appointment time)
Communications Annexe (outgoing)	Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure	Mobile	24/7
Facebook	Educational posts	Mobile or computer	24/7
	Immediate updates on the practice
	Links to other useful groups
Livi	Access to a GP via phone call	Mobile	24/7

Technology Users

Increasingly new technologies are being developed and promoted by the NHS to improve access to Primary Care. For those who are comfortable with technology, these systems provide more flexibility for patients to access health care and the methods by which they can do this.
Service	Benefits	Accessible Via	Availability
NHSApp	Access to medical record	App on mobiles or computer	24/7
	Request repeat prescriptions
	Covid pass
SystmOnline	Access to medical record	Mobile or computer	24/7
	Request repeat prescriptions
	Access to test results
	Vaccination history
	Appointment booking for particular appointments – eg flu vaccination
accuRx	Get self-help advice	Mobile or computer	24/7
	View video’s on how to manage your condition eg inhaler techniques
	Request an electronic consultation
Email (for non-clinical related requests)	General queries about services at the surgery		9.00am to 5.00pm on working days (up to 3 day turn around)
Appointment URL’s (outgoing)	Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review	Mobile or computer	24/7 (URL link will last for 7 days)
Appointment cancellation texts	Patients can cancel their appointment via text meaning they do not have to phone into the surgery	Mobile	24/7 (must be no less than 2 hours before the appointment time)
Communications Annexe (outgoing)	Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure	Mobile	24/7
Practice website	Up to date information on the practice including opening hours & services	Mobile or computer	24/7
	What’s New section
	Newsletters
	Link through to SystmOnline
	Electronic registrations
Facebook	Educational posts	Mobile or computer	24/7
	Immediate updates on the practice
	Links to other useful groups
Livi	Access to a GP via phone call	Mobile	24/7

Technology Avoiders

Despite the current lean towards technology, there will always be patients who are either unable to or chose not to use technology in their health care. It is important for us to make sure there are still traditional methods of accessing healthcare for these patients.
Service	Benefits	Accessible Via	Availability
Telephone system options	Diversifying the phone system so that we can move patients through the system in the most efficient ways eg a specific option to use for booking flu vaccinations rather than waiting in the call queue	Practice	During opening hours
Paper newsletters	Ensures that patients are aware of what is going on and what is coming up	Practice	During opening hours
Patient Participation Group (PPG)	The PPG are a vital communication channel between patients and the practice. Holding various events they are always happy to speak to other patients as representatives of the surgery	PPG	Variety

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