Inclusive Communication Practices - FOI Response Register

1. Do you track requests for inclusive communication support in your listed authority? This could include (but is not limited to) requests for communication support for meetings (online or in person) and for static resources, e.g. large print, telephone calls, email/digital correspondence, Easy Read, Braille, Moon, Guide-Communicator support, BSL or Deafblind Manual interpretation or translation, Electronic Note Takers, audio descriptions, captions.

We do not centrally collate information about requests for inclusive communication support. Where a need is identified every effort is made for adequate provision. Information about accessibility is on our website: Accessibility of services and information – NHS Shetland, and there is also an accessibility statement for the website itself: Accessibility – NHS Shetland We now use a contractor for the provision of BSL supported health appointments.

2. How many requests for inclusive communication support were made to you in 2020, 2021, 2022, 2023, and 2024? Data in either a year-by-year breakdown, or as a single figure across 2020-2024 would be helpful; whichever is easiest.

This information is not held in Corporate Services. As a department we have been asked twice for large print documents in the last 12 months (related to policy documents as part of the Feedback and Complaints process).

We were also asked during a public Teams meeting in 2024 to provide captions which we were not able to do – and could only refer to the transcript available as part of the Teams software.

How many of those requests for inclusive communication support made to you in 2020, 2021, 2022, 2023, and 2024 were fulfilled? Data in either a year-by-year breakdown, or as a single figure across 2020-2024 would be helpful; whichever is easiest.

Twice (large print documents provided).

The BSL service has been used twice for clinical conversations in the last 12 months.

3. What types of inclusive communication support request were made to you in 2020, 2021, 2022, 2023, and 2024? This could include (but is not limited to) requests for large print, telephone calls, email/digital correspondence, Easy Read, Braille, Moon, Guide-Communicator support, BSL or Deafblind Manual interpretation or translation, Electronic Note Takers, audio descriptions, captions. Data in either a year-by-year breakdown, or as a single figure across 2020-2024 would be helpful; whichever is easiest.

As above, large print documents, captions and BSL.

4. How many complaints did you receive about a lack of inclusive communication in 2020, 2021, 2022, 2023, and 2024? Data in either a year-by-year breakdown, or as a single figure across 2020-2024 would be helpful; whichever is easiest.

No complaints.

5. How many complaints about inclusive communication made in 2020, 2021, 2022, 2023, and 2024 have been resolved? Data in either a year-by-year breakdown, or as a single figure across 2020-2024 would be helpful; whichever is easiest.

N/A

6. Do you offer your staff training on inclusive communication?

A range of eLearning modules and links to relevant national resources are available to all NHS Scotland staff on the national learning portal Turas Learn.

7. If you provide staff with training on inclusive communication, is this training open to all staff or to selected groups?

See Q8.

8. What percentage of your staff accessed inclusive communication training in 2020, 2021, 2022, 2023, and 2024? Data in either a year-by-year breakdown, or as a single figure would be helpful; whichever is easiest.

Deaf Awareness eLearning – 5 people completed (2020, 2021, 2022 x2, 2024)

British Sign Language 2 people (2020, 2023)

SightLoss Awareness 1 person (2020)

Augmentative and Alternative communications: introduction Learning pack – (1 person completed 2024)

Inclusive communication eLearning – 1 person completed (2024)