We’re committed to making reasonable adjustments to help people with disabilities or different needs to access our services in a way that works for them, in line with the 2010 Equality Act.
Please help us to make sure that information about the adjustments you need and the reason for this is clearly flagged on your patient record. Our Reception team can help you with this if you call or email us – it may take a short time for us to check and update your record.
We don’t use a ‘one size fits all’ approach because everyone is different. Please let us know what you need and your preferences, so we can help as best we can. If we get it wrong, let us know so we can try to fix it next time.
Examples of adjustments we can make
- Some people with hearing loss prefer to have someone call us on their behalf to book an appointment for example, while others prefer to use text relay services or to email us instead. Online appointment booking for certain types of appointments is now available, which some people with different needs may find useful.
- We also recognise that people might need different types of appointments. Please let us know if a face-to-face appointment or phone appointment is best for you at the time of booking – although be aware that in some cases a health professional may need to see you to assess you.
- We can arrange British Sign Language (BSL) interpreters to attend your appointment with you, if this is something you’d find useful. We can also arrange interpretation if English isn’t your first language.
- Double appointments can be arranged if needed, as well as appointments at the start or end of the day where available, when the Practice can be less busy.
- You can ask the healthcare professional to write things down, for you to take away. You can also ask them to turn off an overhead light, or open a window.
- We can let you know when the healthcare professional is ready to see you, if you’d prefer to wait somewhere quieter – please ask our Reception team when you check in for your appointment, if you’d like to do this.
Things you can do
- If you’d like to bring written information about your symptoms to your consultation for us to read, please do so.
- You are always welcome to bring someone to your appointment with you, to support you.
- If you find waiting rooms too bright or noisy you could consider bringing noise-cancelling headphones or sunglasses to wear.
Sometimes there are automated processes within the Practice (for example letters being sent out asking you to call us to book an appointment) which may go out to people who can’t call us. Unfortunately, there’s no way we can prevent this with our current IT system. If this ever happens, please just get in touch with us in the way that suits you best.
How to request content in an accessible format
If you need information in a different format then call or email us to let us know:
- the material you need in a different format
- your name, date of birth and how we should contact you
- the format you need, for example, audio CD, a language other than English, braille, BSL or large print, accessible PDF etc