Many patients with accessible information needs do not routinely receive correspondence in formats they can easily understand. National data highlights the scale of this issue, with a significant proportion of individuals reporting that they rarely or never receive information in alternative formats.

For MFT, the challenge was twofold.

First, to create a standardised and systematic way of recording and meeting patient accessibility requirements across a large and complex organisation.

Second, to raise awareness and embed understanding of AIS requirements across more than 28,000 members of staff.

At the same time, the Trust was implementing a new Electronic Patient Record system, HIVE, designed to unify and standardise systems across the organisation. Accessibility needed to be embedded into this transformation programme from the outset.

We implemented a structured and scalable approach to managing accessible communications, integrating accessibility coding directly into operational workflows.

Working alongside the Trust, AIS codes were aligned within the new HIVE Electronic Patient Record system, ensuring that patient communication needs are recorded consistently and can be automatically applied to outgoing correspondence.

This created a systemic approach to accessibility rather than a manual, case by case process.

Accessible formats including alternative language translations and tailored correspondence options are now triggered automatically based on recorded patient requirements. This reduces administrative burden while improving consistency and compliance.

The initial focus was on outpatient letters, with the framework designed to extend across wider clinical correspondence over time.

Accessibility is now embedded into the Trust’s digital infrastructure, supporting its ambition to remove barriers and improve patient experience.

By automating formatting and translation processes, the solution has reduced manual workload and improved operational efficiency. More importantly, it enables patients to receive information in formats that support understanding, engagement and participation in their own care.

The result is a more consistent, compliant and patient centred communication model.

• Accessibility requirements integrated into HIVE Electronic Patient Record system
• Systematic recording and application of AIS codes
• Automated translation and alternative format workflows
• Initial rollout across outpatient correspondence
• Supporting more than 28,000 staff across the Trust