Jeremy Miles MS, Cabinet Secretary for Health and Social Care
The All-Wales Accessible Communication and Information Standards were launched yesterday and are now being implemented by NHS Wales. In 2023, the Welsh Government reviewed the effectiveness of the All-Wales Standards for Accessible Communication and Information for People with Sensory Loss, and explored the barriers faced by people when accessing healthcare. We collaborated closely and extensively with representatives from all NHS Wales bodies and external partners. As a result of this work, we developed recommendations and actions aimed at removing barriers and ensuring the communication and information needs of patients, service users, parents and carers are consistently met.
The renewed Standards will now also include patients whose main language is not English or Welsh; patients who have language and communication barriers due to disability, dementia, mental health conditions or learning difficulties; patients who have language and communication barriers arising from neurodivergence; patients who have language and communication barriers arising from low literacy; and parents and carers (of patients) who have language or communication barriers.
The Standards are also accompanied by the Standard Operating Procedure (SOP) for commissioning interpretation and translation services in primary and emergency healthcare, and the Accessible Information Standard (AIS) for GP Practices. The SOP is a comprehensive guidance document for NHS staff to ensure that consistent standards are upheld when commissioning interpretation and/or translation services. The AIS directs and defines a specific and consistent approach to identifying, recording, flagging, sharing and meeting the information and communication needs of patients, service users, carers and parents for GP practices. The AIS was issued via a Welsh Health Circular in 2018 and has been integrated into the revised Standards for consistency. Together, the revised Standards and the SOP will help to ensure that “all citizens can receive timely health and care services equitably, regardless of the language or communication format they need” – a key action in A Healthier Wales.
The new Standards directly align with the Duty of Quality that we have in Wales – the purpose of which is to ensure that Welsh Ministers and NHS bodies secure improvements in the quality of services they provide. The duty represents our ambition of achieving ever-higher standards of person-centred health services in Wales.
The implementation of the renewed All-Wales Accessible Communication and Information Standards will be underpinned by a collaborative and trauma-informed approach. This is to ensure that the needs of patients and service users are addressed with consistency and compassion. To further strengthen this collaborative ethos, good practice is being actively shared among key stakeholders and partners. By fostering open channels of communication and encouraging mutual support, NHS Wales aims to set a national benchmark for accessible, equitable healthcare.
Looking ahead, a series of workshops are planned throughout the autumn. These sessions are designed to bring stakeholders together to engage with the Standards, provide feedback, and help shape their practical application. This ongoing dialogue will ensure that the voices of those who use and deliver NHS services inform every step of the process, cementing a shared commitment to accessible communication for all.