The key to implementing an accessible information standard across complex adaptive health and social care organisations

Abstract

Background:
Digitising health and care is now a strategic priority within the English, National Health Service (NHS). A major component is NHS England's commitment to a new information standard supporting those with special communication needs - ISB 1605 accessible information standard (AIS). The standard aims to ensure that disabled patients, service users and carers with particular information or communication support needs have those needs met by health and social care organisations.
Objective:
To identify key features relevant to implementing locally a national accessible information standard across complex adaptive health and social care organisations.
Method:
Proof of concept study including a literature review, survey and workshop.
Results:
Delivering on each stage of the standard - to ask, record, flag, share and provide - suggests an imperative to the implementation approach. An environment results in which learning processes, end-user and other stakeholder involvement, continuous feedback supported by informatics, and a willingness to foster innovation and diversity is facilitated. Changes in behaviours emerge that include listening, whole-system learning, evaluation and reflection, focused on making informed choices that leads to quality improvement.
Conclusions:
The English Government's vision focuses on access to good information as the basis for genuine decision making for all who need it. Local policies relate to services centered on patients, and increased use of digital health and social care systems focused on improving outcomes by giving individuals greater control to access their health data in a variety of ways to make informed choices. Innovation comes through apps and assistive technologies, building on what works to help people to stay healthy and well. Exploring AIS shows what may well be possible through technology for those with the greatest needs. Older and disabled people not only have most to gain through innovative use of communications technology they also form the largest user group.