The Accessible Information Standard (AIS) requires all organisations providing NHS or publicly funded adult social care services to identify, record, share and meet the information and communication needs of people with a disability, impairment, or sensory loss. 

This includes ensuring that individuals receive information in formats they can understand, are provided with appropriate communication support, including qualified communication professionals where needed and that organisations maintain systems and processes that enable effective communication.

Following the 2025 update of the Standard, the AIS applies to all NHS and adult social care providers and commissioners, including Integrated Care Boards (ICBs). NHS Birmingham and Solihull ICB is therefore required to take all reasonable and proportionate steps to ensure that the services it strategically commissions comply with the Standard. This includes embedding AIS requirements within commissioning arrangements, contract management, quality and equality assurance processes, and ongoing monitoring.

The ICB will also take care to ensure that its own communications, public-facing information, and correspondence meet the requirements of the Standard. While providers remain responsible for operational delivery, BSol ICB will demonstrate due diligence by offering guidance, setting clear expectations, and seeking assurance, thereby reducing the risk of non-compliance and associated mitigation.

The Accessible Information Standard (AIS) sets out what NHS and adult social care organisations must do to ensure people with information or communication support needs, due to a disability, impairment or sensory loss, can access and understand information and receive the communication support they need.

Under the most recent (2025) update, organisations must apply a consistent six-step process:

 

1. Identify
Ask individuals whether they have any information or communication needs, and what those needs are.

 

2. Record
Record those needs clearly and consistently in the organisation’s records or IT systems.

 

3. Flag
Highlight (flag) these needs so staff can easily see them and act on them.

 

4. Share
Share information about communication needs when people move between services, with their consent, so needs follow the individual.

 

5. Meet
Provide accessible information or communication support (such as large print, easy read, audio, BSL interpreters, alternative contact methods, longer appointments).

 

6. Review
Regularly review people’s needs and update records to ensure support continues to work for them.

Organisations are required to embed the AIS into policies, IT systems, staff training and day-to-day processes.

 

The AIS applies to people with information or communication support needs related to disability, impairment or sensory loss, including carers or family members who have such needs.

 

Accessible information and communication support
The ability to provide information in formats such as large print, Braille, easy read, audio, or digital formats, and to arrange communication support such as BSL interpreters, deafblind interpreters, or communication aids.

 

Alternative contact methods
Contact routes appropriate to a person’s needs, such as email or SMS rather than telephone only systems.

 

Standardised recording and coding
Use of defined data fields and coding (or defined categories where coding is not possible) so that communication needs are properly captured and visible across systems.

Flagging and sharing
Ensuring needs are visible to staff and are shared between services during referrals, handovers, or transfers.

Governance, training, and assurance
Organisations must review policies, update systems, prioritise staff training, assign a senior responsible officer, monitor compliance, and use available tools (e.g. self-assessment frameworks) to assess implementation.

Reviewing needs over time
Because communication needs can change, organisations must regularly review and update recorded needs and ensure the support provided continues to meet them.

Legal and regulatory basis
The AIS forms part of the NHS information standards regime and supports organisations to meet duties under broader legislation such as the Equality Act 2010.

As an integrated care board and strategic commissioner, NHS Birmingham, and Solihull (BSOL) ICB is included within the organisations to which the Accessible Information Standard applies. While the ICB does not directly provide most frontline NHS care, it has clear responsibilities under the updated Standard.

BSol ICB:

  • Has a senior lead responsible for oversight of the Accessible Information Standard within the ICB
  • Requires all commissioned providers (such as hospitals, community services, primary care, and social care providers) to comply with the Standard.
  • Monitors and supports implementation through commissioning, contracts, assurance processes, and system-wide work.
  • Ensures that any communications issued directly by the ICB can be made available in accessible formats and alternative contact methods on request.
  • Ensures that people with information or communication support needs are able to request adjustments such as large print, easy-read materials, audio versions, or interpreter support.

Under the updated (2025) Accessible Information Standard, requirements apply to all NHS organisations including integrated care boards. BSOL ICB must support, require, and oversee implementation across the health system, and ensure its own communications meet the Standard.