This page has been designed to help workers communicate with people in their preferred format. It is meant as an aid and not as a replacement for conversations with the person - you should always have a discussion with the person about how they would like the information, and you may need to explain the options available.
For the purposes of this webpage, the formats of communication could be:
- Tailored, written information on a specific topic relating to the person's care (eg. SDS)
- Generic leaflets containing relevant info that need to be re-formatted to be accessible
- Emails, including those with attachments
- Verbal
General good practice
- Use Plain English.
- When sending e-mails to a large group, bcc all recipients as screen readers read every word on the page.
- Have a discussion with the person about what their preferred format is - they might not know all the options.
- Use only sans serif font, eg. Arial, Calibri
- Use minimum font size of 12
- Keep sentences short (max 14 words)
- Text should always be left aligned, not justified
Acquired Brain Injury - including Stroke and Aphasia
Options for effective communication:
Verbal and written - Each individual will be affected in different ways, so other than the general good practice tips above there is a lot of helpful information in the links below which should be taken into consideration.
Coping with communication problems after brain injury
Aphasia and communication information | My Stroke Guide
Autism
Written information: Don't assume that an autistic person needs something in an easy read version - ask them how they prefer to receive information. Keep paragraphs short and bulleted, well spaced out and concise. The attached document is a specific toolkit for communicating with autistic people.
Inclusive Communication for autistic people [71KB]
Leaflets / brochures: Keep any colours muted and use matt paper
Phone and verbal: Use literal language, and treat the person with respect.
Prefer to be referred to as autistic people.
Phone: Try to ensure that the person knows who they are speaking to, preferably in advance and, where possible, that that same person maintains the contact.
Blind / visually impaired
Options for effective communication:
Large print - Typical large print is at least font size 14 and a sans serif font such as Arial
Specific coloured paper/contrast - This is general good practice - there is no one colour that suits everyone so we should ask if people have a preference that works best for them.
Non-shiny paper - Use matt paper for any type of communication
Email attachments as non-pdf - Software often can't pick up pdf documents so, where possible, send as Word documents. When sending an email to a large group, it's good practice to put all names in the 'bcc' section so that screen readers don't attempt to read every name.
Audio - Sight Scotland provide a braille transcription service and this should be bought in and paid for by each service. https://sightscotland.org.uk/what-we-do/enterprise/transcription/audio
Braille - Sight Scotland provide a braille transcription service and this should be bought in and paid for by each service. https://sightscotland.org.uk/what-we-do/enterprise/transcription/braille?gclid=EAIaIQobChMI6urGuIrc9wIVSuvtCh0qbgA
Video / visual - Audio describe content - may need specialist input.
Deaf / hearing impaired
Verbal: Speak clearly but without shouting when talking to people who are hard of hearing.
Text message: Many deaf and hearing impaired people use text messaging, so this can be an easy and effective way to arrange meetings or convey very short messages.
BSL: All face to face contact with a Deaf BSL user should be supported by a qualified BSL interpreter. For Council services, this service needs to be bought in and each service needs to pay for this from their own budget. A register of qualified BSL interpreters can be found on the Scottish Register of Language Professionals with the Deaf Community (SRLPDC) via the following link: https://contactscotland-bsl.org/ (see note below for NHSGGC services)
Please note that BSL users often know all the interpreters in the local area, so if discussing private details it's best to check if they know the interpreter and if they're happy for them to be used.
Video/visual BSL: Subtitles can be useful for hearing impaired people and can often be generated automatically on video content.
Contact Scotland BSL - this is a national BSL video interpreting relay service. Using mobile phone or iPad the Deaf person phones an operator who is a BSL interpreter. The operator then phones the person that the Deaf person wants to speak to. Hearing people can also use the service to communicate with a Deaf person. See the following link https://contactscotland-bsl.org/
Note taking: If deaf or hard of hearing people are involved in meetings, it may be useful to include a qualified note taker who can type the content of the conversation as it happens to allow people to follow in real time. Contact the Deaf Agency on www.deafagency.co.uk to explore options and book a note-taker.
Note: If you are a NHSGGC employed member of staff you can find guidance and what services are available via - Clear to All - NHSGGC
Deafblind
Hands-on signing: Communication with someone who is deafblind is done with a manual interpreter. For Council services, this service needs to be bought in and each service needs to pay for this from their own budget. A register of qualified Deafblind Manual Interpreters can be found on the Scottish Register of Language Professionals with the Deaf Community (SRLPDC) via the following link: https://thescottishregister.co.uk/ (see note below for NHSGGC services)
Note: If you are a NHSGGC employed member of staff you can find guidance and what services are available via - Clear to All - NHSGGC
Dementia
Verbal:
1. Be calm and patient.
2. Face the person, speak clearly and slowly.
3. Make sure that you have their attention by gently touching their arm and saying their name.
4. Use short, simple sentences and say exactly what you mean.
5. Try to get one idea across at a time.
6. Allow plenty of time for the person to take in what you say and to reply.
7. Try not to confuse or embarrass the person by correcting them bluntly.
8. Use questions which ask for a simple answer.
9. Don't ask questions which test their memory, eg 'who am I?' or 'what did you do yesterday?'
10. Talk about familiar people, places and ideas.
11. Use the names of the people you are talking about instead of 'he' or 'she'. It will remind the person of who you are talking about.
12. Use facial expressions and hand gestures to make yourself understood.
Different language
Translate into preferred language: Language Line offers telephone, video and face-to-face interpreters. Phone 0845 310 9900 and choose whichever option you require.
For written documents, please use the following link:
www.languageline.com/en-gb/translation-services/document-translation
Dyslexia
Written:
- Use clear and simple language
- Stay away from white backgrounds - use a light-coloured background to help reduce glare, Using a white background can make it difficult for dyslexics to concentrate on what they need to read. Using coloured backgrounds whether it is coloured paper, a coloured screen or printed colour background.
- Use large font sizes, sans serif fonts or specialised dyslexic fonts such as Open Dyslexic or https://www.dyslexiefont.com/
- Spacing of 1.5 between lines can help, as can avoiding underlining and italics or using all capital or uppercase letters for continuous text.
- Offer alternative formats such as audio or video
Learning disability
Easy read: This document is a specific toolkit for communicating with people with a learning disability
Inclusive Communication for people with a learning disability [53KB]
Phone and verbal: Use human language and try and keep the call as short as possible. Try not to use technical language and avoid acronyms. Keep words simple and sentences short, and check understanding at regular intervals.
Prefer to be referred to as someone with a learning disability.
Information for Renfrewshire Council and NHSGGC staff
Council Services: Payment for any of the services noted above needs to come from your own service / departmental cost code and you should use analysis code R4435.000. If the work is relating to health-related NHS services the code is 4896
Health Services: If you are a NHSGGC employed member of staff you can find guidance and what services may be covered under NHSGGC via - Clear to All - NHSGGC
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