Accessible Information Standard

At Oviva we believe that everyone deserves to be treated with dignity, respect, and understanding and that starts with how we communicate.

We know that not everyone receives or processes information in the same way. That’s why we follow the Accessible Information Standard (AIS). This is a national NHS requirement that helps us make sure that you can understand the information we give you, and that we understand how best to communicate with you.

We want you to feel confident, informed, and involved in every part of your care.

This page explains what the Accessible Information Standard means for you, what support you can expect from us, and how to let us know what you need.

Because good care starts with good communication and that starts with you.

For more information, please read our FAQs below

The AIS is a national standard for all NHS and adult social care services. It’s about making sure people who have communication needs because of a disability, impairment, or sensory loss can be appropriately supported. This includes:
- Giving you information in a way you can understand.
- Providing communication support if you need it.
- Making our service easy for people living with disabilities to use.
At Oviva, we are committed to making sure you can access and understand the information we provide. We want to remove barriers you might face due to a disability, impairment, or sensory loss.
We aim to identify your needs as early as possible and can be updated throughout your care.
- At referral: Your GP tells us about your needs when they refer you.
- When you start: We will ask about the support you need in our survey or on a phone call.
- Any time: You can always tell your Oviva coach or clinician about your needs
- We record your needs in your notes, this helps our team give you the right support throughout your care.
You can also ask a carer, family member, or support worker to tell us on your behalf.
Yes. A family member, carer, or supporter can join you in your appointments. It is easy for them to join on the app, by video, or on a phone call. We can also help your carer with meal planning and goals.

If someone helps you communicate or understand information, we’re happy to involve them—if that’s what you want. We’ll always ask for your permission first.
We can change our programme to better suit your needs. We can offer:
- Longer Appointments: We can book longer appointments if you need a translator which includes additional time to ensure we meet your needs.
- Different Ways to Communicate: You can choose to use the phone or the app. We also offer video calls.
- Involving Carers: A supporter can be with you during your appointments.
We change how we communicate to help you.
- For Hearing Impairments: We offer video calls for lip-reading or British Sign Language (BSL). We also have chat message care if you prefer and our video Learn content includes written transcripts
- For Visual Impairments: The Oviva app works with text readers and voice assistants. There is also a range of podcast and audio content available within the app.
Conditions like autism, ADHD, or dyslexia can change how you process information. As a result, we can adapt our support for you, including:
- Communication: Provide care and support according to your preference. For example, we can provide video, phone or app care and can send a written summary after a phone call.
- Structure: We give you step-by-step goals to make your goals clearer.
- App Features: Our ‘Learn’ content uses pictures and guides. You can repeat meals in the app if you like routine. Recipes are clear, with numbered lists and easy to under steps. You can also change font sizes or have text read aloud on your phone.
The majority of our services are remote (provided by phone or app), so you do not need to travel to appointments.
- Food & Meal Prep: We can suggest shortcuts like using pre-chopped vegetables. The app has simple recipes with fewer steps. We can also suggest easier cooking methods.
- Physical Activity: We change our lifestyle advice based on your mobility and preferences.
- Communication: We can use phone or video calls if typing is difficult for you.
If you’d like to read the full details of the Accessible Information Standard, including what NHS organisations are required to do, you can explore the official guidance from NHS England. These documents explain how services must identify, record, flag, share, and meet the communication needs of people with disabilities, sensory loss, or who are neurodivergent.

Official NHS England Guidance
- 🔗 Accessible Information Standard – Full Requirements (DAPB1605):The complete standard, including legal duties and practical steps for implementation.
- 🔗 Implementation Guidance:Advice for NHS and social care organisations on how to apply the standard in practice.
- 🔗 Accessible Versions:Easy Read, British Sign Language (BSL), and other formats to help everyone access the information.
- 🔗 Self-Assessment Framework:A tool for organisations to check how well they are meeting the standard.