National Guidelines on Accessible Health and Social Care ... · PDF fileNational Guidelines on...
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National Guidelines on Accessible Health and Social Care Services people caring for people A guidance document for staff on the provision of accessible services for all
Transcript of National Guidelines on Accessible Health and Social Care ... · PDF fileNational Guidelines on...
National Guidelines onAccessible Health andSocial Care Services
people caring for people
A guidance document for staff on theprovision of accessible services for all
Title: National Guidelines on accessible health and social care services - aguidancedocumentforstaffontheprovisionofaccessible services for all
Document reference number: V.1
Approvaldate: June2014
Revisiondate: June2016
Documentdevelopedby: NationalAdvocacyUnit, HSEinpartnershipwiththeNationalDisabilityUnit, HSEandtheNationalDisabilityAuthority
Contact details: Caoimhe Gleeson NationalSpecialistinAccessibility NationalAdvocacyUnit Email: [email protected]
ISBN: 978-1-906218-80-5 Thisdocumentissubjecttoreviewandmaychangeatanytime
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Contents
Acknowledgements 1 Foreword 2
1. Introduction 4 1.1 Providingresponsivecareforserviceusers 4 1.2 SomekeyfactsaboutdisabilityinIreland 4 1.3 Arangeofsolutions 62. Purpose 7 2.1 Purposeofguidelines 7 2.2 Structureofguidelines 7
3. Scope 9
4. Legislation and related policies, procedure and guidelines 10 4.1 Overviewoflegislationandotherrelatedhealthcarepolicy 10 4.2 TheNationalHealthcareCharter,YouandYourHealthService 10 4.3 FutureHealth,AStrategicFrameworkforReformoftheHealth
Service20122015 11 4.4 IntegratedCareGuidance:Apracticalguidetodischargeand
transferfromhospital 12 4.5 TheEqualStatusActs20002008 12 4.6 Part3,DisabilityAct2005 13 4.7. NationalDisabilityAuthorityCodeofPracticeandGuidance 13 4.8 NationalConsentPolicy 14 4.9 TheNationalEmergencyMedicineProgramme 15 4.10 Other 15
5. GlossaryofTerms/Definitions 16 5.1 Glossary 16 5.2 AppropriateTermstoUse 18 5.3 Abbreviations 19
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6. RolesandResponsibilities 21 6.1 AllStaff 21 6.2 Seniormanagementrole 21 6.3 AccessOfficerrole 23
Part One: Guidelines for all Health and Social Care Settings1. Guideline One:Developingaccessiblehealthandsocialcareservices 26 1.1 Ask,Listen,Learn,Plan,Do 26 1.2 Examplesofpolicies,proceduresorguidelinesforstaff 29
2. Guideline Two:Developingdisabilitycompetence 30 2.1 Buildingcapacityandunderstandingforallstaff 30 2.2 Onlinetrainingresource 31 2.3 Tailoreddisabilitytraining 31 2.4 Professionaleducation,trainingandprofessionalstandards 31
3. Guideline Three:Accessibleservices-generaladvice 32 3.1 Donotassume-ask 32 3.2 Makinganappointment 32 3.3 Showflexibilitywhenschedulingappointments 33 3.4 Missedappointments 34 3.5 Planvisitsforroutinecheck-upsorsurgeryinadvance 34 3.6 Queuingtobeseen 35 3.7 Fillingforms 35 3.8 Informationandnotices 36 3.9 Mobilityaids 36 3.10 Focusontheperson 36 3.11 Concurrenttherapeuticorcareneeds 36 3.12 Maintainconfidentiality 37 3.13 Health Promotion 37 3.14 IntegratedDischargePlanning 38
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4. Guideline Four: Communication 42 4.1 Generalprinciplesofgoodcommunication 42 4.2 Establishhowthepersonpreferstocommunicate 43 4.3 Notifyrelevantstaffofthepreferredmethodofcommunication 43 4.4 Communicatingwiththeperson 43 4.5 Communicatingwithapersonwhoisunabletostandorwhousesawheelchair 45 4.6 Communicatingwithapersonwithspeechdifficulties 45 4.7 Communicatingwithapersonwhohasavisualimpairment 46 4.8 CommunicatingwithapersonwhoishardofhearingorDeaf 48 4.9 Communicatingwithapersonwholipreads 50 4.10 CommunicatinginwritingwithaDeaforhardofhearingperson 51 4.11 CommunicatingwithapersonwhousesIrishSignLanguage 52 4.12 IrishSignlanguageinterpreters 53 4.13 Deafinterpreters 54 4.14 IrishRemoteInterpretingService(IRIS) 54 4.15 DeafPeerAdvocates 54 4.16 Communicatingwithapersonwhoisdeafblind 55 4.17 Communicatingwithapersonwithanintellectualdisability 55 4.18 Othercommunicationchallenges 57 4.19 Communicationboards 59 4.20 Communicationpassports 59 4.21 Lmhsigns 60 4.22 Inductionloops 60 4.23 Communicationaidsaspartofcommunicationstrategy 60 4.24 Provideinformationaboutcommunicationaidsavailable 60
5. Guideline Five:Accessibleinformation 61 5.1 Whyprovideinformationinanaccessibleformat? 61 5.2 Informationaboutaccessibilityofpremisesandservices 61 5.3 Providinginformationindifferentformats 62 5.4 Sometipsonwritteninformation 62 5.5 Largeprint 63
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5.6 Usepicturesandsymbols 63 5.7 EasytoRead 63 5.8 Website 63 5.9 Videoandaudio 64 5.10 Braille 64 5.11 Furtherinformation 65
6. Guideline Six:Accessiblebuildingsandfacilities 67 6.1 Generalinformation 67 6.2 Providinginformationaboutaccessibilityofpremisesandfacilities 68 6.3 PointstoconsiderAchecklistforaccessiblebuildingsandfacilities 68 6.4 Furtherinformation 75
7. Guideline Seven: Consent 77 7.1 Generalprinciplesofconsent 77 7.2 Whatisvalidandgenuineconsent? 77 7.3 Importanceofindividualcircumstances 78 7.4 Informingthepersonbeforegettingconsent 78 7.5 Howandwheninformationshouldbeprovided 79 7.6 Howshouldconsentbedocumented? 80 7.7 Capacitytoconsent 81 7.8 Emergencysituations 82 7.9 Consent,childrenandyoungpeople 82
8. Guideline Eight:Roleoffamilymembersandsupportpersons 83 8.1 Roleoffamilymembersandsupportpersons 83 8.2 Righttoprivacy 84 8.3 Discharge 84 8.4 Carerneeds 84 8.5 Advocacy 84
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PartTwo:Guidelinesforspecificservices9. Guideline Nine: AccessibleGPsurgeries,healthcarecentresandprimarycarecentres 86 9.1 Planservicesforall 86 9.2 Yourpremises 87 9.3 Appointments,openinghours,waitingrooms 89 9.4 Waitingtobeseen 90 9.5 Fillingforms 91 9.6 Examinationandtreatment 91 9.7 Consent 92 9.8 Communicationwithpatientsandserviceusers 92 9.9 Information 95 9.10 Continuityofcare 95 9.11 Homevisits 96 9.12 Familymembersandcarers 96 9.13 Referral and sharing of information 97
10. Guideline Ten:Accessiblehospitalservices,includingout-patientdepartments 98 10.1 Ask,listen,learn,plan,do 98 10.2 Whototalktowhendevelopingthecareplan? 99 10.3 Identifyexistingcareprotocols 100 10.4 Prepareinadvance 100 10.5 Inthehospital 101 10.6 Dischargefromhospital-integrateddischargeplanning 105
11. Guideline Eleven:Accessibleemergencydepartments 106 11.1 Onarrival 106 11.2 Communication 108 11.3 Accessibilityrequirements 109 11.4 Waitingtobeseen 111 11.5 Familyorcarersupport 112 11.6 Assignedstaff 112 11.7 Explainmedicalproceduresclearlyandaccessibly 112 11.8 Integrateddischargeplanningfromtheemergencydepartment 113
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12. Guideline Twelve:Accessiblematernityservices 115 12.1 Introduction 115 12.2 Non-judgmental 116 12.3 Planningforspecificrequirements 116 12.4 Antenatalservices 122 12.5 Givingbirth 123 12.6 Careintheward 124 12.7 Post-natalcareandafterdischarge 125 12.8 Dischargeandfollow-up 126 12.9 Post-nataldepression 127 12.10Goodpracticeguidelinesforwomenwithspecificdisabilities 127
References 133
AdditionalUsefulResources 159
Appendix 1:Accessibilitychecklist 165 Appendix 2: Coreprinciplesofaqualityservice 166 Appendix 3:Disability-thenumbers 168 Appendix 4: MembershipoftheHSEUniversalAccessSteeringCommittee 173
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Acknowledgements
Wewouldliketotakethisopportunitytothankallofthosewhogavetheirtimesogenerouslyindevelopingthisdocument.Wewouldliketoacknowledgeinparticularthehardwork,guidanceandpatienceofthemembersoftheHSEUniversalAccessSteeringCommitteeandallthosewhoseexpertiseandexperiencewascriticaltothedevelopmentofthisdocument.
Thanksalsotoallofthestaffandserviceuserswhomadesubmissionsduringtheconsultationphaseofthisworkandwhoweresignificantstakeholdersinthedevelopmentoftheseguidelines.
Wewouldalsoliketothankinadvanceallthosewhowill,inthecomingmonths,readandimplementtheguidelines.WehopethattheNationalGuidelinesonAccessibleHealthandSocialCareServiceswillbeausefulguideforstaffand,inturn,willmakearealdifferencetotheserviceusersexperienceofhealthandsocial care services in Ireland.
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Foreword
The DisabilityAct2005isapositiveactionmeasure,whichprovidesastatutorybasisformakingpublicservicesaccessible.Itgiveseffecttotheunderlyingprinciplethatmainstreampublicservicesprovidedtothegeneralpublicmustalsoservepeoplewithdisabilitiesasanintegralpartoftheservicetheyprovide.
Thehealthserviceisobligedtoensurethatitsbuildings,itsservices,theinformationitprovides,andhowitcommunicateswithpeople,areallaccessibletopeoplewithdisabilities.TheseGuidelinesofferthepracticalguidancetomakethatareality.
Thisdocument,theNationalGuidelinesonAccessibleHealthandSocialCareServiceshas been writtentogivepracticalguidancetoallhealthandsocialcarestaffabouthowtheycanprovideaccessibleservices.Whiletheseguidelinesrefertospecificdisabilities,ifwetakestepstoroutinelyprovideaccessibleservicesforall,wewillpositivelyinfluencetheexperienceofeverybodywhousesourservices.
TheethosofaccessibilityisreinforcedbyAFutureHealth,AStrategicFrameworkforReformoftheHealthService2012-2015,publishedbytheDepartmentofHealthinNovember2012;bylegislationsuchas the DisabilityAct2005,theEqual Status Acts 2000 2008,bytheNational Healthcare Charter You and Your Health Serviceandthemanyotherhealthandsocialcarepoliciesandprocedures.
Theguidelinesdescribeastandardtowhichwecanaspire.Theydetailwhatobligationsareinstatutetoprovideaccessibleservices.Theyalsoserveasaresourceforhealthandsocialcareprofessionalswhomaybeplanningservicesinthefuture.
Manyofthekeyinitiativesoutlinedintheguidelinestomakeservicesmoreaccessiblearecostneutral.Consideration,compassionandopencommunicationarefree.Timespentidentifyingapersonsneedsisaninvestmentinsafe,effectivecarewhichcanpreventunnecessaryriskstotheindividualandthestaffmember,andnegativefeedback.
Wehopethattheguidancewillhelpallstafftobuildontheirexistingknowledgeandtorecognisethatpeoplewithdisabilitiesareoftenexpertsin
