Organisation: Lawson Road Surgery
Version: 1.0
Review Date: 12 months after approval
1. Purpose
Lawson Road Surgery is committed to ensuring that disabled patients, carers and visitors are not disadvantaged when accessing our services. This policy outlines how we identify, provide, record and act upon reasonable adjustments in line with the Equality Act 2010, the NHS Accessible Information Standard (SCCI1605), the NHS Reasonable Adjustment Digital Flag and the Public Sector Equality Duty.
2. Scope
This policy applies to all patients, carers and visitors accessing any of the practice’s services, including face-to-face appointments, telephone and online services, home visits, and written and digital communication.
3. Definitions
Reasonable Adjustment: A change made to remove or reduce a disadvantage experienced by a disabled person when accessing our services.
Disability: A physical or mental impairment with a substantial and long-term adverse effect on normal daily activities (Equality Act 2010).
Accessible Information Standard (AIS): A legal requirement for NHS organisations to identify, record, flag, share and meet information and communication needs for patients with disability, impairment or sensory loss.
Reasonable Adjustment Digital Flag (RA Flag): A national NHS flag that highlights a patient’s adjustment needs across healthcare settings.
4. Principles
- Person-centred: Adjustments are tailored to the individual.
- Anticipatory: We aim to prevent barriers before they occur.
- Timely: Adjustments are implemented as soon as possible.
- Proportionate: We consider effectiveness, safety and practicality.
- Do once, share well: Needs are recorded clearly so patients do not have to repeat themselves.
- Confidential: All information is handled sensitively and securely.
5. Identifying patient needs
We identify needs during registration, in appointments or telephone conversations, through online or written requests, via carers or advocates (with consent), and through shared clinical records or RA Flag information. Staff will ask whether a patient has communication, access or sensory needs related to a disability.
6. Examples of reasonable adjustments
Communication adjustments:
- Large print, easy read, email or audio formats
- Braille (via external provider)
- Use of plain language and visual aids
- Longer appointment times where helpful
- BSL interpreters, Lipspeakers or Relay UK
- SMS or email instead of phone calls
- Allowing a carer or advocate to speak on the patient’s behalf (with consent)
Access and environmental adjustments:
- Step-free access and support navigating the building
- Assistance with check-in
- Priority seating
- Quiet waiting area or alternative waiting arrangements
- Permission for assistance dogs
- Space for mobility aids or wheelchairs
Appointment and care adjustments:
- Longer or double appointments
- First or last appointments
- Flexible booking options
- Home visits where clinically appropriate
- Adjusted recall/follow-up methods
- Alternatives for completing forms
Digital access adjustments:
- Accessible online forms
- Telephone alternatives when digital access is not possible
- Support with online services
7. Requesting a reasonable adjustment
Patients or carers may request an adjustment via reception, telephone, online forms, email or during an appointment. Straightforward adjustments aim to be put in place within 10 working days, sooner where possible. Urgent needs are prioritised.
8. Decision making
We consider whether an adjustment removes disadvantage, safety implications, practicality, and alternatives. If an adjustment cannot be provided, we will explain why and offer suitable alternatives.
9. Recording and sharing adjustments
We record adjustments in the patient record, add or update the Reasonable Adjustment Digital Flag, ensure visibility to staff, share information with other NHS services where appropriate, and update records when needs change.
Date reviewed February 2026 by Maisie Aldous