Economic benefits of Accessible Information Standard and its impact on quality of life
Gemma supports her Deaf parents by attending appointments with them and by helping them understand health information.
In a video interview, she identifies simple improvements that would reduce missing appointments, avoid repeating conversations, lower long-term treatment costs, and significantly improve the quality of life for Deaf patients and their families.
Background
The Accessible Information Standard (AIS) was introduced by the government in 2016, and a refreshed version was published in June 2025. The standard is to ensure that people with disabilities or sensory loss receive information in a way they can understand.
NHS England issued a national call for evidence on how meeting the AIS can benefit the system and help decision-makers identify ways to improve equitable access to health and social care for disabled people.
Gemma is a participant in our “How does it feel for me?” video series, which captures people’s journeys through various health and care services over time. Gemma’s story shows how AIS compliance and non-compliance affect people’s wellbeing and the ability to navigate health and care services.
Recommendations
Gemma’s experience highlights the significant economic and wellbeing consequences of unmet Accessible Information Standard (AIS) needs.
Unmet AIS requirements led to missed appointments, duplicated GP consultations, and delayed treatment for her mum, resulting in avoidable NHS costs.
Inaccessible appointment systems forced Gemma to take time off work, make calls during breaks, and manage her parents’ healthcare administration outside normal working hours.
The lack of AIS support had a substantial negative impact on Gemma’s wellbeing.
Overall, the evidence demonstrates that AIS compliance is critical not only for equitable access, but also for preventing avoidable system costs and improving health and wellbeing outcomes.
What next?
This video has been submitted to NHS England to support efforts to influence key decision-makers, including the Health Minister, to make the AIS self-assessment component compulsory.
By publishing the video, we aim to raise awareness locally, regionally, and nationally about the impact of unmet AIS needs and to inspire services to embed AIS within their practice.
Author: Tatum Yip
Published: 19 February 2026