Quality statement

We expect providers, commissioners and system leaders live up to this statement:

We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs.

What this quality statement means

• People can get information and advice that is accurate, up-to-date and provided in a way that they can understand and which meets their communication needs.
• People who use the service, their family, friends, and carers are provided with information that it is accessible, safe and secure and supports their rights and choices.
• People’s individual needs to have information in an accessible way are identified, recorded, highlighted and shared. These needs are met and reviewed to support their care and treatment in line with the Accessible Information Standard.
• People can expect information to be tailored to individual needs. This includes making reasonable adjustments for disabled people, interpreting and translation for people who don’t speak English as a first language and for d/Deaf people who use British Sign Language. People who have difficulty with reading, writing or using digital services are supported with accessible information.
• People know how to access their health and care records and decide which personal information can be shared with other people, including their family, care staff, school or college.
• Information about people that is collected and shared meets data protection legislation requirements.
• People are provided with clear and transparent information that follows consumer rights best practice, including contracts and charges.
• People receive information in a timely way that meets best practice standards, legal requirements and is tailored to individual need.

I statements

I statements reflect what people have said matters to them.

• I can get information and advice that is accurate, up to date and provided in a way that I can understand.
• I am encouraged and enabled to feedback about my care in ways that work for me and I know how it was acted on.
• I know how to access my health and care records and decide which personal information can be shared with other people, including my family, care staff, school or college.

Subtopics this quality statement covers

• Accessible information standard
• Accessibility, transparency and communication
• GDPR (General Data Protection Regulation)
• Consumer rights (including communication of fees)
• Translation and interpretation