Communicating Information Well Policy

In keeping with our policy of communicating information well, the Northern Board is committed to making information as accessible as possible and to promoting meaningful dialogue with local people. In an effort to do this, the policy can be made available in the following formats:

• Large print (size as required)
• Computer disk
• Audio tape, and
• Other languages for those who are not fluent in English.

Requests for formats other than those will also be considered.

For an alternative format, please contact the Board's Patient/Client Information Service on 08457 626428 or for those with hearing difficulties, textphone 028 2566 2618.

This policy can also be found on the Board's website at www.nhssb.n-i.nhs.uk

Contents:
1.0 Policy Statement
2.0 Introduction
3.0 Priority Groups
4.0 Implementation
5.0 Distribution Channels
6.0 Supporting the Policy
7.0 Monitoring and Evaluation

1.0 Northern Health and Social Services Board

Communicating Information Well Policy Statement

The Northern Health and Social Services Board is committed to equality of opportunity and to the principle of making oral and written information as accessible as possible.

The Northern Health and Social Services Board will ensure that consideration is given to providing information in a format appropriate to meeting the differing information needs of local residents, including:

• People with hearing impairments
• People with sight impairments
• People with learning difficulties
• People with literacy difficulties
• People from ethnic minority groups whose first language is not English, and
• Young people

Requests received for information in alternative formats or appropriate language will be dealt with in a timely manner and without any charge.

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2.0 Introduction

The policy affirms the Board's commitment to making information as accessible and equitable as possible and to promoting positive and meaningful dialogue with local people. It supports the spirit of recent legislation; the Northern Ireland Act 1998 and Disability Discrimination Act 1995 and Human Rights legislation.

The policy acknowledges that there are differing levels of literacy, that some people have sensory impairments which require communication in alternative formats and that not everyone is fluent in English as their first language.

It recognises the need for information to be produced in a style and format that is both easy to understand and accessible and promotes alternative formats to ensure information provided is as equitable as possible.

The policy applies to the many ways in which the Board publicises, informs and involves local residents in its work. It covers a wide diversity of communication methods ranging from communicating via the telephone, textphone, internet, minicom, e-mail, public consultation, focus group work, questionnaires, meetings, seminars, conferences, exhibition material, printed material, public launches, press releases, public advertisements and distribution of information.

The Northern Board is committed to maximising available resources to best effect to ensure positive and meaningful communication and involvement in carrying out its commissioning role.

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3.0 Priority Groups

The following people have been identified as having particular communication needs:

• People who are blind or have a sight impairment
• People who are deaf/hard of hearing
• People who are deaf and blind
• People with literacy difficulties
• People with learning difficulties
• People from minority ethnic groups whose first language is not English, and
• Young people.
  

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4.0 Implementation - Making Information Accessible

4.1 House Style Guidelines

In order to ensure that all Board information is as accessible and equitable as possible, all public documents will be produced in the following house style:

• Jargon free language
• Easy to read print eg Arial font (which is the type of print used in this document).
• Minimum print size of 14 pt (as used in this document).
• The use of unjustified right hand margins creates even spacing between words and makes text easier to read (as used in this document).
• Avoid the unnecessary use of capitals in continuous text.
• Short titles of documents or headings can be in upper case
  eg CHILD HEALTH SURVEILLANCE. However upper and lower case is recommended for longer titles or headings
• eg Commitment to Equality and Human Rights. Titles and headings can be in bold.
• Avoid splitting words at the end of a line of text.
• Clear and simple design and layout of information.
• Use of black ink on white or yellow paper.
• Use of non glossy paper, and
• Information to be concise and where appropriate an executive summary will be included.

4.2 In addition, all public documents will include the following information:

• The Board's commitment to Communicating Information Well
  will be clearly stated in all public information.
• The Northern Board's Patient/Client Information Service telephone and textphone numbers.
• The Board's website address.
• The alternative formats available to meet differing information needs together with a contact number will be clearly and prominently displayed at the beginning of all public documents, and
• The availability of the translated document in either printed format or on audio tape will be written in the language offered.

This information will be displayed prominently at the beginning of the document.

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4.3 Formats to be considered

The following formats will be considered and where appropriate will be adopted when producing public information to meet the specific communication needs of groups identified. The Board will continue to consult with relevant groups on the most appropriate formats of communication. Formats to be considered:

• Large print (21 point).
• Computer disk.
• Audio tape (where possible a single tape will be used to incorporate several documents).
• Video with either sign language inserts or subtitles.
• Braille.
• Moon (simpler alternative to Braille).
• Makaton (use of symbols to convey meaning), and

Translation into ethnic minority languages.

A Check List will assist staff in the preparation of public information to meet differing information needs. (See 6.1) The format(s) selected must be approved by the appropriate Director.

4.4 Meeting the Communication Needs of Individuals whose First Language is not English

A Pilot will be set up to consider how best to meet the particular information and communication needs of individuals whose first language is not English. The most recent profile of the ethnic minority population in the Northern Board area shows the Chinese community to be the largest ethnic minority group resident in its area. The Pilot Steering Group will therefore include representatives from the Chinese community and the Board's Equality Steering Group.

This initial work will be extended to focus on the information and communication needs of other ethnic minority groups living in the Northern Board area.

4.5 Event Management Communication Guidelines

The following communication guidelines will be considered during the early planning stages and adopted where appropriate, when organising meetings and events involving members of the public, such as an exhibition, launch, seminar, conference, focus group to ensure that information is provided in an equitable and accessible manner.

Event Management Communication Guidelines:

• All invitations to Board events should meet the Board's Communicating Information Well Policy.
• Invitation to include section requesting details of any special requirements including dietary requirements.
• Invitation to clearly state that the venue is physically accessible.
• Use of a Sign Language Interpreter to be considered.
• Use of a Interpretor/translator to be considered.
• Loop system (method of communication for people with hearing difficulties) to be considered.
• Video conferencing to be considered.
• Exhibition material should reflect the communication needs of the audience eg black ink on white or yellow paper should be used to meet the communication needs of people with visual impairment.
• Information pack - needs of audience to be considered when preparing material.
• Appropriate signage for directives eg fire escape, toilets etc.
• Visual aids eg use of projector and screen. Overheads should be easily read by those at the back of the room.
• Audio aids eg use of microphone should be considered, and
• Teleconferencing to be considered.

4.6 The Board's Public Involvement Policy should also be followed when planning a meeting or event. The policy can be found on the Board's website at www:nhssb.n-i.nhs.uk or by contacting the Board's Patient/Client Information Service on 08457 626428 or textphone 028 2566 2618 for people with a hearing difficulty.

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5.0 Distribution Channels

In addition to informing and targeting local people through the usual list of channels, the Board will continue to review and develop new methods of distribution to ensure that Board information is accessible to all Northern Board residents.

For example:

• Talking Newspapers.
• Belfast Telegraph Deaf/Talkabout column.
• Distributing information through minority ethnic community groups.
• Where appropriate gay/lesbian publications may be considered if specifically targeting this group.
• Including Board information and press releases in newsletters, and publications of local voluntary organisations, support groups and ethnic minority organisations.
• Widening the circulation of Board publications, such as Commission North and the Annual Report, to voluntary organisations, support groups and ethnic minority groups.
• Distribution of Board information to GP surgeries, libraries,
• Post Offices and Citizens Advice Bureaux.
• Northern Health and Social Services Board website, and
• Northern Health Channel video programme which is currently played in waiting areas of many of the GP practices in the Board's area.

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6.0 Supporting the Policy

6.1 Guidance and Information Pack

It is envisaged that the Board's policy will be supported by a Guidance and Information Pack for all Northern Board staff. The pack will include the following documentation:

• Communicating Information Well Policy.
• House Style Guidelines - providing advice on how best to present written information.
• Event Management Guidelines - providing communication advice when organising events.
• Check List - will assist and support staff in ensuring that the information needs of differing groups are considered at an early stage of planning and implemented where appropriate.

6.2 Training Programme

The implementation of the policy will also be supported with a staff training programme aimed at raising awareness of the needs of particular groups of individuals and in promoting a culture throughout the Northern Board that supports the spirit of the Northern Ireland Act 1998, the Disability Discrimination Act 1995 and Human Rights legislation. This programme will be incorporated into the Board's Equality Training Programme.

6.3 Board Accountability

To ensure effective implementation, each Director will be responsible for ensuring that all public information produced by staff within its Department meets the Board's Communicating Information Well Policy.

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7.0 Monitoring and Evaluation

All public information produced by Northern Board staff will be monitored regularly by the Board's Equality Steering Group to ensure that the policy is being implemented.

The policy will be periodically reviewed to assess its appropriateness and effectiveness in light of good practice and other developments.

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