This document discusses providing reasonable adjustments and ensuring effective communication for patients with disabilities during medical appointments. It begins with a dramatization where a patient, Louise, requests a double appointment to ensure she has enough time to understand her doctor but is initially denied. However, during a second appointment booking, the receptionist sees notes about Louise's needs and approves the double booking. At the appointment, the doctor understands Louise's records and provides explanations of her condition and next steps in a clear, easy to understand manner without jargon. Louise leaves feeling in control of her health care. The document advocates for sharing patient information through tools like Summary Care Records and health passports to facilitate reasonable adjustments and ensure equal treatment for all patients.

1. Letting NHS staff know
you need support

2. Housekeeping
#NHSSupportUs

3. What will be happening
today
Agenda
1
2
3

4. How we can work
together

5. Help everyone understand by
using easy words and no
jargon
Please use a red card to tell
us you don’t understand.

9. Drama

11. Hello, this is Louise Wilson.
I need to make an appointment to see the
doctor.
Please can I have a double appointment
because I need a bit longer to understand
what the doctor is telling me.

12. I’m sorry but I can’t give you
a double appointment.
Who does that woman think she is?
I can’t just go giving out double
appointments.
She should be happy with
the same as everyone else.

13. I’d better not ask
too many questions
because there isn’t time
to check what I am told
if the doctor’s answers
are hard to understand.

14. Now then Louise, what can I do for you?
I’ve been having headaches
for a few days, it’s really bad.

15. You’re just a bit dehydrated,
but I’d also like to get you to
see the nurse for a couple
more tests, just to make sure
we aren’t missing anything.
Well, Louise, I’ve ruled out a
temporomandibular disorder…
…side effects of sleep apnoea…
…excessive neurotransmitter activity…
…photophobic and
phonophobic migraines…
…postural hypertension…
…subarachnoid haemmorage…
…excessive neurotransmitter activity…
This all sounds important,
I just wish I knew what it all meant.

18. Hello, this is Louise Wilson.
I need to make an appointment to see the
doctor.
Please can I have a double appointment
because I need a bit longer to understand
what the doctor is telling me.

19. Certainly, Ms Wilson, I will
book that for you.
It says on my computer that I should
know Louise might need us to do
things a little bit differently.
Her health records say that
a double appointment is a
reasonable adjustment for her.

20. I hope I can understand
what the doctor says –
sometimes they talk so fast!
Good job I’ve got a
double appointment.

21. Now then Louise, what can I do for you?
I’ve been having headaches
for a few days, it’s really bad.

22. I can see from Louise’s records
that it is useful if I am careful not to
give too much information –
I’ll stick to the stuff she needs to know
and not use lots of jargon.
Well, Louise, the good news is that
it is nothing to worry about.
You are a bit dehydrated which means
you don’t have enough water in your body.
You need to drink more water.

23. I can see from Louise’s record that it’s
helpful to write things down to help her
remember.
I’ve written all this down for you too.
I’d also like you to make an appointment to
see our nurse who will do some other
checks like your blood pressure.
I’ve written this down too so you can give it
to the receptionist.
Thanks, I’ll make the
appointment now.

24. I am more in control of my own health.
I am getting the right advice and I know
what to do next.
I have my nurse’s appointment coming up
so if there is anything else that needs to
be done we will find this out.

25. Reasonable
adjustments are
changes to how
things are done so
people are treated
equally in life.

27. Flag
How you
should support
me

28. Summary Care Record
My medicines and
allergies
Extra information about
how to support me
including any carers or
support staff to involve

29. Health passports
and hospital
passports are
another way to share
information.

31. Workshop 1: What should people know aboutyou to
make healthcareaccessible?
Trafford Suite
Workshop 2: What staff need to know about support
for autisticpeople – to make healthcare
accessible
Stretford Suite
Workshop 3: How doctors can help people decide
what information to share.
Warwick Suite

32. Workshop 4: What are your experiences of how
the NHS sharesinformation about you?
Trafford Suite
Workshop 5: Design a campaign!
Stretford Suite
Workshop 6: Summary Care Records – what they
are and how we can get more people
using them
Warwick Suite