NHS Stockport Accessible Communications Toolkit - Stockport PCT

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					 Accessible Communications for
Working with Diverse Communities

         NHS Stockport
      Good Practice Toolkit

            April 2010
    Document Purpose             Best Practice Guidance
                                 Communicating with Diverse Communities: Good Practice Toolkit
    Author                       NHS Stockport
    Version                      Final version
    Circulation Date             April 2010
    Target audience              NHS Stockport staff, in particular:
                                 Communications Team
                                 Website Developer
                                 Public Health Campaigns & Leaflets Staff
                                 Equality and Diversity Leads in each Directorate

                                 As well as information sharing / best practice work with NHS
                                 North West E&D / Comms Leads.
    Description                  This toolkit sets out some guidelines for good practice in equality
                                 and diversity when planning or executing internal or external
                                 communications programmes.
                                 The document outlines communications barriers faced by
                                 different groups of service users; guidelines for communicating
                                 with minority groups; guidelines for PCT publications, emails,
                                 websites, presentations and training; consultations prep;
                                 suggestions and contacts for organising consultation events; as
                                 well as contacts for organising translation and for more
                                 information, including expert groups, voluntary organisations and
                                 community groups developed throughout the PCT‟s community
                                 engagement work.
    Cross-reference              NHS Stockport‟s Single Equality Scheme
                                 NHS Stockport‟s Communications & Engagement Strategy
    Superseded Docs              N/A
    Action Required              Circulation to all departments
    Contact                      Angela Beagrie, Head of Equality, NHS Stockport
                                 7th Floor, Regent House, Heaton Lane, Stockport, SK4 1BS
                                 0161 426 5610 angela.beagrie@nhsstockport.nhs.uk

      NHS Stockport - Accessible Communications Toolkit – April 2010

1       Introduction                                             P4
        Equality & Diversity at NHS Stockport

2       Communicating with different groups:                     P5

2a      Age                                                      P5
2b      Disabled groups                                          P6
2c      Ethnic Minorities                                        P10
2d      Gender                                                   P11
2e      Religion & Belief                                        P12
2f      Sexual Orientation                                       P13

3       Accessible Guidelines                                    P14

3a      Accessible Communications Technology                     P14
3b      Accessible Design for Printed Documents & Publications   P15
3c      Accessible Email Etiquette                               P18
3d      Accessible Website Design                                P19
3e      Accessible PowerPoint Presentations / Training           P21
3f      Consulting with the Community                            P24

4       Resources and Further Information                        P28

4a      Booking Interpretation or Translation                    P28
4b      Equality Contacts                                        P30
        - Age                                                    P31
        - Disability                                             P32
        - Ethnicity                                              P34
        - Gender                                                 P36
        - Trans                                                  P37
        - Religion                                               P38
        - Sexual Orientation                                     P39

NHS Stockport - Accessible Communications Toolkit – April 2010    3
Section 1 – Introduction

Equality & Diversity at NHS Stockport

As a provider of a vital public service, NHS Stockport needs to communicate effectively with
the general public, patients, and many other interest groups throughout the region.

It is important to us that our messages are able to reach all sectors of the community, that we
understand any barriers that may prevent our communications from reaching some people,
and that we make every attempt to overcome them so that our services can be as fair as

Regular consultation with residents from all our local communities has shown that access
issues can arise due to a number of factors, including:

      disability
      language
      ethnic background
      religious belief
      age
      gender
      sexual orientation
      'social exclusion'
      general lack of awareness of information and services

Acknowledging difficulties and inequalities faced by a range of communities, NHS Stockport
is committed to ensuring that our services are adapted to overcome any communications
barriers to make our communications accessible to the whole community.

Ultimately, the success of NHS Stockport‟s communications and engagement strategies will
only be achieved through the hard work and dedication of all our staff. This draft good
practice guidance is intended to be a practical guide to assist staff in achieving this goal. Any
additional views or ideas from staff working with the community would be gratefully
appreciated and seen as a valuable addition to this resource.

Guidelines and recommendations in this toolkit are the result of ongoing work across the
PCT with our local community groups and voluntary sector organisations as well as national
organisations including the RNIB and RNID. We are extremely grateful to them for the time,
patience and effort they continue to invest in cooperation with us.

Angela Beagrie
Head of Equality
NHS Stockport

NHS Stockport - Accessible Communications Toolkit – April 2010                              4
Section 2 – Communicating with Different Groups
2a     Age

The UK in general has an aging population, and Stockport has a population older than most,
with an average age of 39.4 years. The average life expectancy in Stockport is:
     76.8 % for men
     81.3 % for women
    If you live in Bramhall, this goes up to:
     81 % for men (+ 4.2 years)
     83.3 % for women (+ 2 years)
    But if you live in Brinnington this drops to:
     68.9 % for men (- 7.9 years)
     74.2 % for women (- 7.1 years)

Internally, the PCT also has an older age profile - only 31% of NHS Stockport‟s staff are aged
under 40 - 69% are aged 40-65.

Older People
Ageing is a global phenomenon, with 580 million people aged 60 and over. Government
statistics predict that over the next 20 years the number of people over 85 will double.

In 2007, people aged 65 and over outnumbered children for the first time in the UK. But older
people are not a homogenous group and have a wide variety of diverse needs. Like
everyone else, older people do not like being stereotyped.

Older people retain the same rights as all other adults when it treatment or care within health
and social care. Staying in control of the decision making process is important. Remember
that to be consulted is to be valued.

Some Simple Guidelines:
   Use title and surnames as a sign of respect
   Don‟t dismiss health issues as a consequence of age
   Take time to listen
   Use plain English and give clear explanations of medication
   Remember some people may have many types of medication – help make it clear!
   Try to offer a choice of appointments – always ask what time suits!
   Make sure you know how to access transportation assistance
   Think about large print options for leaflets and appointment cards
   Wearing a hearing aid doesn‟t mean you can‟t hear – treat people as individuals!
   Use accessible communications outlets like local radio stations

Younger People
Younger people have a wide variety of diverse needs. Local young people have told the PCT
they want more choice and more information about treatment – particularly on issues of
smoking, drugs, stress, eating disorders, and sexual health.

Having some control of the decision making process is important.

Some Simple Guidelines:
   Don‟t dismiss young people‟s views – no-one knows their needs better than them.
   Use plain English and give clear explanations of medication.

NHS Stockport - Accessible Communications Toolkit – April 2010                             5
Section 2 – Communicating with Different Groups
2b     Communicating with Different Groups: Disabled groups

Disabilities come in many forms (mobility, hearing, sight, learning difficulties, mental health)
and are not always obvious - 95% of disabled people do not use wheelchairs.

Most people want to treat disabled employees, job applicants and customers the same way
as everyone else but aren‟t always sure how to go about it. Disabled people are individuals,
just like everybody else. Don‟t make assumptions about their abilities or their needs. If you
aren‟t sure how something might affect a disabled person, ask them for advice.

General Guidelines:
   Treat people as individuals
   Don‟t make assumptions about needs or abilities
   If you are unsure how to address someone or offer help – just ask
   Remember that there are differing levels of each disability
   Always talk to the patient, not the carer
   It is dehumanising to refer to a person in terms of a condition
   Avoid using the word „disabled‟ as a noun (e.g. „the disabled‟) – it implies a
     homogeneous group, separate from the rest of society
   Do not use any words or phrases which invite pity, or give impressions of dependence
   Always offer different formats for information (Large print, Braille, audio, pictorial)
   Avoid asking personal questions about a person‟s disability: „Were you born like that?‟
   If someone looks as if they need assistance, offer it, but wait for them to accept first
   Above all, put yourself in the disabled person‟s place. Most of the above points are
     just good manners.
   All print campaigns will affect disabled people, so ensure images include them
   Think beyond the obvious image of a wheelchair user – such as deaf people signing to
     each other

Specific Use of Language :
Some of the words and phrases we use offend disabled people, because they suggest that
the disabled person is dependent or helpless. Some words such as „cripple‟ or „retarded‟
have become terms of abuse or are used to make fun of disabled people. Below are some
common words to avoid, with suggested alternatives:

 DO SAY                                     DON’T SAY
 Disabled people / people with disabilities The disabled
 Disabled Person                            Invalid (this can be construed as 'not
 Person who has / person with / person      Victim of / crippled by / suffering from /
 who has experienced                        afflicted by
 Person with a disability                   Handicapped, cripple
 Wheelchair user                            Confined to a wheelchair / wheelchair
 Deaf without speech                        Deaf and dumb / deaf-mute
 People with learning difficulties          Mental handicap / Retarded / Mongol
 Mental health difficulties                 Mental
 A person with epilepsy                     An epileptic
 A person with cerebral palsy               Spastic
 Person who has/with arthritis              Arthritic
 Person of restricted growth                Dwarf / Midget

NHS Stockport - Accessible Communications Toolkit – April 2010                              6
Section 2 – Communicating with Different Groups

Communicating with deaf and hard of hearing people:
There are an estimated 9 million deaf and hard of hearing people in the UK. There are
significant variations in the causes and levels of deafness, so different people choose to
communicate in different ways. This can include the use of hearing aids, lip-reading, and sign
language. As with any disability there are no strict guidelines, but these general
communication tips may be of use:
    Even if someone is wearing a hearing aid, it does not mean that they can hear you
    Public areas should have a hearing loop system to assist people with hearing aids
    If the patient wears a hearing aid and a hearing loop is being used, ensure that the
        hearing aid is switched to the „T‟ position
    Ensure that frontline staff on reception know how to access any portable hearing loops
        for consultations
    When talking to a deaf person, find out (in writing if necessary) if they lip-read
    Make sure you have the listener‟s attention before you start speaking
    Speak clearly but not too slowly and do not exaggerate your lip movements
    Use natural facial expressions and gestures
    Find a suitable place to talk, with good lighting, away from noise and distractions.
    Look directly at the person
    Remember to keep your hands away from your face
    Don‟t keep talking if you turn round to point at something
    Check that the person you are talking to can follow you
    Be patient and take the time to communicate properly
    If you are talking to a deaf person and a hearing person, do not just focus on the
        hearing person
    Do not shout. This is uncomfortable for a hearing aid user and appears aggressive
    If someone does not understand what you have said, do not keep repeating it. Try
        saying it a different way.

If you have a client who needs a sign language interpreter, this can be arranged free of
charge for all medical appointments on 0161 426 5888 (see section 4b).
     Always speak directly to the deaf person, not to the interpreter
     It is impossible for the interpreter to interpret when more than one person is speaking

Communicating with blind or partially sighted people
In the UK, 50,000 people have Braille as their first or preferred language.
     Make Braille versions or written information available
     The fact that someone is blind or partially sighted does not necessarily mean that they
       will need help but it is always best to ask
     When you first meet a blind person, introduce yourself
     A blind or partially sighted person will not be aware of your approach, never grab
       someone before you speak
     Say hello and ask if they need help
     To lead a blind or partially sighted person, offer your arm for them to grip. Keep your
       guiding arm straight with your fingers pointed towards the ground. This allows them to
       be half a step behind you and able to detect any body movements
     Warn them of obstacles such as stairs and inform them of handrails and banisters
     Say when you are going to move away - don‟t leave them talking to an empty space
     When leaving a blind person ensure that they know where they are, the direction they
       are facing and where to go next
     Look at using tactile signs or clearly contrasting images

NHS Stockport - Accessible Communications Toolkit – April 2010                           7
Section 2 – Communicating with Different Groups

      The RNIB can produce documents in Braille or audio format (see section 4b)
      Making your information available in an electronic format can be a cheap and easy
       way to reach a growing number of blind and partially sighted people who use a
       computer with text-to-speech, screen magnification software, or other 'access
       technology' devices. Electronic information includes email and Microsoft Word
       documents which can be sent on floppy disk, CD-ROM, attached to an email or
       downloaded from a website
      For electronic versions of documents, use Word/ Rich Text Format (RTF) as this will
       be the accessible version for many visually impaired people
      Try to avoid PDFs, which don‟t always work with text readers

Making information accessible to deaf-blind people
There are around 23,000 people in the UK who have a severe loss of both sight and hearing.
About 200,000 have less serious dual sensory loss.

Some deaf-blind people have enough hearing to use the telephone if background noise is
kept to a minimum, and the caller speaks clearly and at a pace which suits the individual.

Other deaf blind people use textphones (minicoms) or Typetalk, which is a free national relay
service using operators. To use a textphone, dial 18001 before the number of the person
they would like to speak to. In general:
    Speak to the patient / carers / family to assess the individual‟s needs
    Speak clearly
    Check the person can understand
    Use a room with good lighting
    Use a room with little background noise
    Offer options like text phones or type talk
    Offer information in Braille
    Look at using tactile signs

Communicating with a patient with a learning disability
   If you are talking to an adult, then treat them like an adult.
   If someone has difficulty understanding you, be patient and be prepared to explain
    something more than once
   Concentrate on using simple language
   Avoid jargon
   Print leaflets with large print and line drawings
   Keep text as concise and simple as possible
   Don‟t write whole sentences in capital letters
   Use concepts and terminology consistently throughout a document.
   Avoid using slashed constructions such as „a and/or b‟, instead, use „a or b or both‟
   When writing dates, use 7 August 2006 and not 7th August 2006
   Try to include Pictographic explanations
   Use symbols, i.e. makaton / widget software
   A well-designed, legible sign system can benefit everyone by increasing people's
    awareness of surroundings and helping them to get around. Use contrasting colour
    and characters; tactile options, symbols or pictograms to enhance signs

If you require assistance to communicate with a person with learning difficulties, contact the
Learning Disability Liaison Nurse or the Community Team for People with a Learning
Disability (see Section 4b).

NHS Stockport - Accessible Communications Toolkit – April 2010                            8
Section 2 – Communicating with Different Groups

Communicating with a patient with a speech impairment
   When you are talking to someone with a speech impairment, concentrate on what is
    being said
   Be patient and don‟t try to guess what they want to say
   If you don‟t understand, don‟t pretend you do – just ask them to repeat

Communicating with a patient with a physical disability
   When talking to a wheelchair user, try to ensure that your eyes are at the same level
    as theirs, perhaps by sitting down
   Don‟t lean on the wheelchair – it is part of the user‟s personal space
   If someone looks „different‟, avoid staring. Concentrate on what they are saying, not
    on the way they look
   If someone looks as if they need assistance, offer it, but wait for them to accept before
    you help
   Try to include a range of images in your leaflets / posters / websites, including
    disabled service users
   Try to widen the circulation of NHS communications to include articles in specialised
    disability media

NHS Stockport - Accessible Communications Toolkit – April 2010                         9
Section 2 – Communicating with Different Groups
2c     Communicating with Different Groups: Ethnic Minorities

In 2001 4.3% of Stockport residents were non-white. By 2009 the figure has risen to 6.4%.
Among younger generations, the Black and Minority Ethnic (BME) population is even bigger:
     9.8% of primary school and 6.9% of secondary school children are BME
     8.8% of births in 2006/07 were BME - more than double 2001 (4.3%)

BME groups in the UK have a higher rate of diabetes, smoking, heart attacks, cancer, and
mental health problems, but lower levels of screening and healthcare access, indicating a
clear communication barrier for us to overcome.

Simple Guidelines:
    Treat people as individuals
    Don‟t assume because of how someone looks, dresses, or the colour of their skin that
      they won‟t speak perfect English
    Try to vary the ethnicity of people pictured in publications, so as not to exclude
      minority groups
    Widen your usual circulation lists to include local ethnic groups, websites and

If you are communicating with a patient whose first language is not English, then plain and
simple text can really help:
     Use short sentences and simple punctuation
     Avoid jargon and acronyms
     If someone does not understand what you have said, do not keep repeating it. Try
       saying it a different way
     Where appropriate, develop materials in a range of languages
     Consider translating the title into the main community languages on the front cover
       and put a note of where to get a translation on the back
     Consider booking a foreign language interpreter
     Whilst relatives and friends may be happy to translate, this is not always appropriate
     Patients may not be comfortable sharing personal and sensitive information with
       relatives or friends
     A person‟s dignity should always be maintained
     If you can, brief the interpreter in advance
     During a consultation, speak directly to the patient, not the interpreter
     To avoid confusion, stick to one question / piece of information at a time

It is vitally important that you understand what your patient is saying and that your patient (or
their legal guardian in the case of minors) understands what you have told them, to make
sure nothing is missed and everyone gets the care they need. Over-the-phone interpretation
is available for all medical appointments through The Big Word on 0870 748 8000 (see
section 4b).

Stockport Interpreting Unit (0161 477 9000) provides a translation service for information and
publications (see section 4b).

NHS Stockport - Accessible Communications Toolkit – April 2010                             10
Section 2 – Communicating with Different Groups
2d       Communicating with Different Groups: Gender

NHS Stockport recognises that everyone is different, but believes that everyone should have
an equal chance. Men and women often have very different needs and communicate in
different ways.

   Women on average live 5 years longer than men and are twice as likely to visit a GP
   Women are the key users of health services, whether they are accessing these
    services for themselves or for their children
   Women are the key frontline deliverers of health services

        Men often have difficulty accessing healthcare services because many find it difficult
         to ask for help
        There is a common misconception that Healthcare Services are geared specifically for
         women and children (for example posters depicting women and children and mothers
         in a caring role)
        This perception is reinforced by the physical make-up of NHS Stockport staff - 89.5%
         of whom are female
        Men of working age are often very busy with family and work commitments (10% work
         over 60 hours a week) and are poorer users of services
        Information should be made accessible for men
        Services should be targeted at men so they are in no doubt that specific services are
         available for them

    Approximately 1 in 11,500 people in the world are Trans
    A Transvestite is someone who cross-dresses
    A person who is transgender does not identify as the gender that they were born as
    A transsexual is transitioning or has transitioned to another gender through surgery
    An Intersex person may have both male and female biological characteristics
    (Female To Male) trans men are rarely included in breast screening programmes and
      (Male To Female) trans women are rarely offered prostate screening
    According to the Department of Health, more than 30% of trans people living in the UK
      report having experiences discrimination from professionals when accessing a range
      of health care services

Simple Guidelines:
    Remember to treat people as individuals
    Display images of men as well as women in caring roles
    Vary male and female images on leaflets
    Target literature at specific groups
    Communication intended for men is best to concentrate on factual information
    Aim to deliver information and services to men in the workplace
    Try to include humour in leaflets for men
    Work with women‟s sector organisations to communicate with harder to reach women
    Women are likely to read or take home leaflets distributed at GP surgeries
    Case studies in women‟s magazines with real life stories underline the personal
      impact of health issues

NHS Stockport - Accessible Communications Toolkit – April 2010                           11
Section 2 – Communicating with Different Groups
2e     Communicating with Different Groups: Religion & Belief

The UK now has a more diverse mix of religions and beliefs than ever before.
    The majority of Stockport residents are Christian (75%), which is 4% greater than the
     national average
    14.2% of Stockport residents have no stated religion
    1.7% of Stockport residents are Muslim
    0.6% are Jewish
    0.5% are Hindu

Membership of particular religious communities can impact on health and wellbeing:
   The British Muslim community has the worst reported health
   The Sikh population is the next worst
   Muslim, Sikh and Hindu females are more likely to report ill health than males from
    those religions
   In Christian and Jewish communities, the gender difference is minimal

Most religions/beliefs have special holy days or festivals when they will not be able to attend
appointments / events:
    It is good practice to have a multi-faith calendar and year planner available
    Remember, you wouldn‟t invite someone to a non-urgent appointment on Christmas
      day, so understand that Eid may not be an appropriate time for Muslims – offer choice!

In some religions a long mourning period is required when someone dies:
     Deal with each case individually and try to respect cultural choices

In some religions there are clear issues of modesty:
     Make sure the patient is comfortable and understands the procedure in advance
     Ask if women would prefer a female clinician

Simple Guidelines:
    Treat people as individuals
    Don‟t assume because of how someone looks that this indicates their religion
    Remember that a person‟s faith is a personal matter – rather than asking about a
      service user‟s religion, ask about the suitability of care options and appointment times
      – this is an issue of choice, not a patient‟s personal beliefs
    Don‟t assume because of how someone looks that they won‟t speak perfect English
    Try to vary the ethnicity / cultural attire of people pictured in publications
    Widen your usual circulation lists to include local religious groups & websites

If you are communicating with a patient whose first language is not English, see the guidance
in section 2c above, or interpretation guidance in section 4b.

NHS Stockport - Accessible Communications Toolkit – April 2010                           12
Section 2 – Communicating with Different Groups
2f     Communicating with Different Groups: Sexual Orientation

The Government estimates that 7% of the population is lesbian, gay or bisexual:
    This equates to roughly 19,642 people in Stockport
    As few as 64% of lesbians, compared to 80% of all women, have had a cervical
     screening in the past 3 years
    15% of lesbian and bisexual women over the age of 25 have never had a cervical
     screening, compared to 7% of women in general
    42% of gay men, 43% of lesbians and 49% of bisexual men and women have clinically
     recognised mental health problems compared with 12% and 20% for predominantly
     heterosexual men and women
    25% of lesbian and bisexual women have deliberately harmed themselves in the last
     year, compared to 0.4% of the general population
    55% of gay men and 50% of lesbian women have not come out to their Doctor due to
     fear of homophobia or confidentiality issues

Simple Guidelines:
    Sexuality is only one part of how we define ourselves
    Treat people as individuals
    Don‟t make assumptions
    Try to vary the people pictured in publications, so as not to exclude anyone – e.g. a
      couple doesn‟t always have to be male and female
    Try to use language which is not hetero-specific, like asking a man if you should call
      his wife
    Widen your usual circulation lists to include local LGBT groups, websites and

NHS Stockport - Accessible Communications Toolkit – April 2010                          13
Section 3 – Accessible Guidelines
Accessible Information is about ensuring that the information and advice that we provide to
our service users can be read and understood by all people. It should be responsive to
people‟s needs and requirements where practically possible. Examples of this might include:
    Providing leaflets in large print for people with sight impairments
    Providing leaflets in easy read format (for people with learning disabilities)
    Writing letters to patients in alternative languages
    Having information translated into Braille for blind service users
    Offering the option of audio cassettes or CDs
    Ensuring a BSL signer is present at consultations for people who are deaf

3a     Accessible Communications Technology

Blind and partially sighted people use a wide range of equipment to help them access print
and electronic information. This includes:
     hand-held magnifiers
     Closed Circuit Televisions (CCTVs) which magnify print up to 48 times
     speech software which converts text on a computer screen to speech
     Braille translation software which translates information on a computer screen into
       Braille which is read on a keyboard
     screen enlargement software
     speech software to read text messages on mobile phones
     accessible GPS devices to navigate environments.

   Local radio is a useful way of reaching disabled and older people who can often be at
      home for large parts of the day
   Target groups through organisations where they go – such as community centres,
      local charity organisations, places of worship
   Targeted media: consider advertising and editorial in local, regional and national
      targeted newsletters and magazines (e.g. disability newsletters, Religious
      publications, charity mailing lists like Press for Change‟s trans mailing list).

The Internet
The internet is one of the most significant communication developments since the invention
of braille. For the first time ever, many people with visual impairments have access to the
same information as sighted people and on the same terms, thanks to screen readers.

Although websites are covered by the Disability Discrimination Act, a significant number of
sites do not work for blind people (see guide 3c).

Social networking sites are a useful way of keying into established interested groups to
distribute information.

Audio is widely used for reading as well as personal note-taking:
   Audio files are generally available on CD or as Daisy or MP3 files
   Ensure you provide a clear, well structured recording with good navigation
   Headphones can improve the quality of sound
   Changing the tone and speed of speech in the recording can also make it more
   These features are available on many Daisy Players.

NHS Stockport - Accessible Communications Toolkit – April 2010                             14
Section 3 – Accessible Guidelines
3b     Accessible Design for Printed Documents & Publications

Communications should be appropriate and targeted for specific audiences. However, there
are general guidelines around accessibility issues that should be followed where reasonable
and viable.

Type size
    The size of the type is a fundamental factor in legibility. Use a minimum type size of 12
    To make sure you reach more people with sight problems offer a large print version.
    Large print documents should be 16 to 22 points

The contrast between the background and the text is a vital factor in legibility. The better the
contrast, the more legible the text will be:
    Black text on white background provides best contrast
    Note that the contrast will be affected by the size and weight of the type
    On a black background, white text appears thinner, so use a bigger font

The choice of typeface is also important to legibility:
    The British Dyslexia Association (BDA ) says Fonts should be rounded, allow for
      space between letters, reflect ordinary cursive writing and be „easy on the eye‟
    Look for a font that spaces letters rather than running them closely together
    As a general rule, use Sans Serif fonts such as Arial, Comic Sans, Universe,
      Helvetica, Tahoma, Trebuchet, New Century Schoolbook & Verdana, which are of
      clear and legible
    Avoid simulated handwriting and ornate typefaces as these can be difficult to read
    Use a minimum of size 12pt or 14pt

Type styles
    Where possible italic text should be avoided as it is harder to read
    A word or two in capitals is fine, but avoid the use of capitals for continuous text. Try
      using an alternative emphasis such as bold.

The space between one line of type and the next (known as leading) is important.
    As a general rule, line spacing should be set at 1.5 to 2 times the space between
      words on a line.

Type weight
People with sight problems often prefer bold or semi-bold weights to normal ones.
    Where possible avoid light type weights.

   Readers with sight problems can easily misread 3, 5, 8 and 0.
   If you print documents with numbers in them, choose a typeface in which the numbers
    are clear.

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Section 3 – Accessible Guidelines
Line length
    Lines that are too long or too short tire the eyes.
    Ideally, line length should be between 60-70 letters per line.

Word spacing and alignment
Dyslexic people frequently experience visual discomfort when reading. Some dyslexic people
focus on the spaces rather than the words. This is often described as seeing „rivers‟ moving
down the page.
    Keep to the same amount of space between each word
    Do not condense or stretch lines of type
    Where possible avoid justified text
    Align text to the left as it is easy to find the start and finish of each line and keeps the
       spaces even between words
    Avoid fitting text around images if this means that lines of text start in a different place,
       and are therefore difficult to find
    Set text horizontally - vertically is extremely difficult for a partially sighted reader
    Avoid centred text alignment except for titles
    Don‟t split words between two lines
    Avoid setting text over images, for example photographs

    Make sure the margin between columns clearly separates them
    If space is limited, use a vertical rule

Partially sighted people tend to have handwriting that is larger than average, so allow extra
space on forms. This will also benefit people with conditions that affect the use of their
hands, such as arthritis.

Navigational aids
   It is helpful if recurring features, such as headings and page numbers, are always in
      the same place
   A contents list and rules to separate different sections are also useful
   Leave a space between paragraphs as dividing the text up gives the eye a break and
      makes reading easier

    Where possible avoid glossy paper because glare makes it difficult to read
    Choose uncoated paper that weighs over 90 GSM
    As a general rule, if the text is showing through from the reverse side, then the paper
       is too thin
    Visually impaired readers prefer off white paper to cream
    Try not to use a binding method that may make it difficult to flatten the document.

    Make the page layout clear and unfussy
    Include a contents list
    Put page numbers and headings consistently in the same place on each page
    Make sure folds don‟t obscure the text

NHS Stockport - Accessible Communications Toolkit – April 2010                              16
Section 3 – Accessible Guidelines

      Ensure the document be flattened, so it can be placed under a scanner or screen

To make hand writing more legible, choose a dark felt tip pen and write neatly using thicker

Identify any images with a clear, brief text explanation for blind people using a text reader

Plain English
    Use clear and commonly used language
    Avoid jargon
    Keep text as concise and simple as possible
    Use concepts and terminology consistently throughout a document.
    Avoid using slashed constructions such as „a and/or b‟, instead, use „a or b or both‟.
    When writing dates, use 7 August 2006 and not 7th August 2006.

The RNIB can produce documents in Braille or audio format (see section 4b).

Videos are a very effective way of communicating. To ensure that the video material is
effective and accessible to everyone, certain steps should be taken when planning the
content and producing the video. Key areas to consider are:
     effective use of narration
     option of sign-language or subtitles
     effective use of on-screen text and graphics
     ensuring music and sound effects enhance rather than confuse
     ensuring good overall sound quality
     considering audio description to enhance accessibility for blind people

Spoken word audio on tape or CD has the benefit that everyone is able to use it except those
with very poor hearing. It is also ideal for people with learning difficulties, low literacy levels,
or those who may have problems with their hands:
     In-house production may be appropriate if responding to an individual request
     For larger projects, an agency can produce audio material to professional quality

Making your information available in an electronic format can be a cheap and easy way to
reach a growing number of blind and partially sighted people who use a computer with text-
to-speech or screen magnification software, or other 'access technology' device. Electronic
information includes email and Microsoft Word documents which can be sent on floppy disk,
CD-ROM, attached to an email or downloaded from a website.

A well-designed, legible sign system can benefit everyone by increasing people's awareness
of their surroundings and helping them to get around. Where possible use colour and
characters; tactile, symbols or pictograms to enhance signs.

NHS Stockport - Accessible Communications Toolkit – April 2010                                17
Section 3 – Accessible Guidelines
3c     Accessible Email Etiquette

E mails are an essential tool for communicating and exchanging information.

However, remember that sending an email is not always the best method of communicating
with fellow employees, particularly if:
     The information is negative.
     The information is complex and may need further explanation.
     You need to know something quickly – a 10 second phone call may be all it takes

Simple Guidelines:
    Emails should be written in Arial – minimum font size 12
    To set your email messages to default to this size and font type, go into
      Tools Options Mail Format Fonts and change each one individually to 12
    For accessibility purposes the use of images and/or moving text should also be
      avoided in emails
    Please use the default colours for email messages which should be:
          - black text on a white background for original messages
          - blue text on a white background for replies
      For accessibility purposes no other combination of colours should be used
    Finish emails with an electronic signature in case the recipient would like further
      information: your name, job title, Directorate, contact details, and website.

NHS Stockport - Accessible Communications Toolkit – April 2010                             18
Section 3 – Accessible Guidelines
3d     Accessible Website Design

Simple Guidelines
A fully accessible site should deliver the information users need quickly and effectively:
    give clear links to home page and contact details
    employ a simple layout
    use images, illustrations or symbols to support the text
    use simple, concise content
    use strongly contrasting background and text colours
    use Sans Serif typefaces
    use large, adjustable type size (minimum 12 points)
    avoid writing text in all CAPITAL LETTERS or italics
    use “speech enablement” or specifically available sound files
    when commissioning a website, consider what the site should do and for whom
    write an accessibility policy / specification
    ask expert disabled groups to test run the website for its accessibility and offer
        alternative solutions
    try to avoid the use of Flash and PDFs as they are not accessible to screen readers
        used by disabled service users
    if flash or PDFs are the best way to get your message across to your target audience,
        accompany them with an alternative format for other users
    consider providing low graphics and easy-to-read versions of your site that help
        disabled users who do not have access technologies to help view the website
    ask your website designer to ensure the site complies with W3C‟s Web Content
        Accessibility Guidelines (http://www.w3.org/)

Web Content Accessibility Guidelines

The site should be:

     1. Perceivable

          Provide text alternatives for any non-text content so that it can be changed into
           other forms people need, such as large print, braille, speech, symbols or simpler
          Provide alternatives for time-based media
          Create content that can be presented in different ways (for example simpler layout)
           without losing information or structure.
          Make it easier for users to see and hear content including separating foreground
           from background.

     2. Operable

           Make all functionality available from a keyboard
           Provide users enough time to read and use content
           Do not design content in a way that is known to cause seizures
           Provide ways to help users navigate, find content, and determine where they are

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Section 3 – Accessible Guidelines

   3. Understandable

           Make text content readable and understandable
           Make Web pages appear and operate in predictable ways
           Help users avoid and correct mistakes

   4. Robust

           Maximize compatibility with current and future user agents, including assistive

Helpful Guides:

      The BBC & disability charity Abilitynet have published a website to inform disabled
       people of changes they can make to their operating system to optimize accessibility

      Microsoft publishes information on how disabled users can make Windows more
       accessible www.microsoft.com/enable/

      Apple publishes information on how disabled users can make their computer system
       more accessible www.apple.com/accessibility/

      Information on changes that can be made to Linux can be found at
       http://accessibility.kde.org/ .

NHS Stockport - Accessible Communications Toolkit – April 2010                            20
Section 3 – Accessible Guidelines
3e       Accessible PowerPoint Presentations / Training

1.       Know your audience
        Do any of the people attending your session have any specific needs?
        Did the invitation ask if any special requirements were needed?
        Wheelchair access and adequate space for a wheelchair in the room?
        Signing for the deaf?
        Hearing loop in the training room?
        Descriptions of images in the presentation for the blind?
        Translation into other languages?
        Dietary requirements for any catering?

2.       Housekeeping
        Are there disabled facilities nearby?
        Do you need a code or a pass to get back to the room?
        Where are the fire exits?
        Does anyone need support in case of an emergency?
        Is there an Evac Chair in the vicinity?

3.       Size
        Keep your words large enough for everyone to see
        the recommended minimum font size for powerpoint is 24
        Use a line spacing of at least 1.5
        Font size on handouts should be a minimum 12 points
        For people requesting larger print handouts, use at least font size 16

4.       Stick with simple fonts
        Sans-serif fonts (Arial, Universe, Helvetica, Verdana, Comic Sans, Helios, News
         Gothic) are easier for people with visual disabilities to read
        Try to avoid CAPS - Sentence Text Is Easier To Understand
        Don‟t use Italics as this can be harder to see
        Avoid underlining large volumes of text – bold is clearer

5.       Quality Not Quantity
        Limit the number of words you put on a page
        Use succinct phrases – not sentences
        Avoid paragraphs
        Use bullet points
        Limit each slide to 6 bullet points max
        Remember you are there to give additional explanations
        Any longer text should be put in a handout

6.       Keep your graphics simple
        Too many graphics can be distracting.
        Limit your graphics to 1-3 per page.
        Be prepared to describe any images for people with visual difficulties
        If using charts / graphs, simplify detail and exaggerate key points for increased
        Before your presentation think how you would describe any image of graph / diagram
        Make sure that any special effects have a purpose – simple is best

NHS Stockport - Accessible Communications Toolkit – April 2010                             21
Section 3 – Accessible Guidelines
7.       Layout
        Keep text justification to the left
        Do not centre align text unless in the title or heading of a slide
        Avoid splitting words across two lines
        Don‟t lay text over images
        Don‟t clutter – leave a good amount of blank space on slides

8.       Background, Colour & Contrast
        Choose colour combinations that make your text easy to read
        Use a dark colour text on a light background
        Black or blue on a light yellow background works well
        Using cream paper rather than white for handouts reduces glare and increases
        Never use pink, red , or green paper for handouts – stick to cream, yellow or pastel
        White text on a black background appears thinner – so use a thicker font
        Avoid red text
        Use contrasting brightness (e.g. dark text on a light background)

        Always contrast light colours (top half of the sphere) with dark colours (bottom half of
         the sphere):

        Colours adjacent to each other on the colour sphere should not be used together - to
         a person with a visual impairment they will appear the same:

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Section 3 – Accessible Guidelines

9.       Presentation
        Give people a copy of the slides in advance (for the visually impaired this should be
         printed out 1 slide per page with a text size of at least 16pt and clear colour contrast)
        Remember, this presentation is for your audience to SEE, not for you to read from
        Slides are designed to supplement your presentation - not to BE your presentation
        Explain comments and graphics on your slide
        Put any important information to remember in a handout
        Remember that not everyone in the audience has perfect hearing
        Always remember to ask if any additional requirements are necessary
        Check if the training room has a hearing loop
        Speak clearly and check that people are understanding what you say before moving

10. Scenarios
    Use scenarios that show your audience what it‟s like for minority groups
    Try to involve all groups of society

And Finally – proof read and spell check!

NHS Stockport - Accessible Communications Toolkit – April 2010                                23
Section 3 – Accessible Guidelines
3f     Consulting with the Community

NHS Stockport has a policy to undertake an Equality Impact Assessment on all new or
revised policies / strategies / projects or services. Where information is not known about the
potential impact of work on minority groups, consultation will have to be undertaken.

The PCT‟s Engagement Team and LiNKS can advise you on the contact groups and setting
up consultations:
    Caroline Bennett, Head of Engagement
      Tel: 0161 426 5888
      Email: Caroline.Bennett@nhsstockport.nhs.uk
    Maria Kildunne in LiNKS
      Tel: 0161 477 8479
      Email: maria@pebbleenterprises.co.uk

Additionally, Christine Keenan at SMBC runs the Citizen‟s Panel:
Tel: 0161 474 3030 Email: Consultation@stockport.gov.uk

Always try to make sure you consult with relevant people who will be affected by your policy
or service. Ask yourself:
     Who uses this service
     Are there any groups who are not accessing the service for some reason?
     Have complaints been received from specific groups?
     How will the proposed changes affect different groups?

Before contacting people, make sure you are clear:
    What information is needed
    Set clearly defined questions
    Check whether the PCT has already asked these questions by searching the
      consultation database on the shared drive

Next consider what would be the best method of consultation:
   Views from existing service users can be obtained through service monitoring or
      complaints records
   Technical information (e.g. what width to make door frames in a new clinic for
      wheelchair users) could be sources through consultation with expert groups (such as
      Disability Stockport)
   Younger people may respond better to online questionnaires
   LGBT groups may prefer to speak to someone they trust and not in an open forum
      environment, such as community interviewers
   Views from specific groups (e.g. Muslim women) may be best obtained in focus
   General public views on wider services may best be conducted in an open
      consultation event.

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Section 3 – Accessible Guidelines
If you decide to organise an open consultation event, below are some guidelines to ensure
your meeting is fully accessible:

Venue providers have duties under the DDA and should now be able to provide facilities to
ensure access for disabled people. When planning an event ask the venue provider what
facilities are available for disabled delegates, and if there are any potential issues that need
to be addressed:
     listed buildings may have limited access
     accessibility of toilets, lifts, refreshment areas and other break-out rooms being used
         during the event, and their proximity to the meeting
     Try to ensure that delegates with mobility difficulties can use the same entrance as
         other delegates
     Wheelchairs users should be able to use ramped access routes independently
     The availability of accessible car parking, preferably on site and close to the entrances
         (within 50m) for people with mobility difficulties

Try to pick a time that does not exclude certain groups, for example:
    Avoid religious festivals or prayer times from ALL faith groups
    If you are offering catering, be sensitive to religious practices such as the Muslim
       fasting period of Ramadan
    Don‟t always consult in the evening when people with families have childcare issues
    Don‟t always consult during the day when people can‟t get away from school or work

   Organisers should be aware that additional support arrangements could have cost
     implications and plan the event budget accordingly (e.g. translation).

Factor in a degree of flexibility to your timetable to take into account:
    People with mobility issues may need added time to move between rooms and
    Support workers, such as British Sign Language Interpreters, may require regular
       breaks and changeovers to ensure they do not become fatigued
    Diabetic delegates may require more frequent refreshment breaks

Speakers, facilitators and exhibitors
Provide guidance for speakers, facilitators and exhibitors outlining expectations prior to the
    Submit papers in time to allow for translation into alternative formats
    Make sure speakers are fully informed about needs of participants (such as describing
       images on slides)
    Advise speakers to ensure that the content and meaning of slides is communicated to
       the audience orally, and follow best practice guidelines above for presenting
    encourage speakers to always face the audience to ensure lip readers can understand
       their presentation
    Check requirements of speakers and facilitators, they may themselves need additional
       arrangements to be made (e.g. speak through an interpreter)

NHS Stockport - Accessible Communications Toolkit – April 2010                            25
Section 3 – Accessible Guidelines
   Make all publicity information as clear as possible
   Publicise events in a variety of formats via a range of media (print, web, email forums)
   Use local community groups to target attendees from different groups of society
   Invite a range of people from each community (old-young, male-female …)
   Ask attendees to inform you of any specific needs (dietary, access, interpretation etc)

Registration arrangements
   When producing a registration form, ensure delegates have an opportunity to note
      down any specific individual requirements
   Provide a range of alternative registering options (online, telephone, text phone and

Venue details
Provide specific information about the venue (in alternative formats if appropriate) regarding:
    Details of reserved, accessible parking
    Maps and directions which are clear
    Local transport and access details (e.g. accessible local taxi companies, accessible
      public transport, accessible entrances, reserved parking bays)
    Assistance dog arrangements

Additional support requirements:
Depending on the delegates you attract to an event and any additional requirements they
have, it may be necessary to provide additional support:
    British Sign Language interpreter
    Foreign language interpreters
    Someone to describe images on presentations to blind people
    Hearing loop systems in rooms
    Roving microphones for larger rooms
    Portable ramps for accessing entrances and staging
    Height adjustable lecterns
    Disabled parking and toilet facilities
    Special dietary storage spaces or medical equipment
    Accessible Information and Computer Technologies
    Documents in alternative formats such as large print, Braille, electronic form

Specific support issues
a) Interpreters
     Identify the type of communication support required by participants
     Consult delegate on the best position to place an Interpreter or Communication
       Support Worker (a lip speaker will require suitable lighting)
     Ensure power sockets and a table are provided for Palantypists.
     Place the presentation screen to allow all delegates to view the output.

b) Assistance dogs
    Plan toilet arrangements for assistance dogs for longer events
    Ensure fresh water is available

c) Induction loop and public address systems
     Check availability of induction loop(s) or arrange hire and installation

NHS Stockport - Accessible Communications Toolkit – April 2010                            26
Section 3 – Accessible Guidelines

      Make sure that signs indicate availability of induction loop systems and that someone
       present knows how they work
      Check that induction loops work before the event
      If using other electronic equipment make sure it does not cause interference
      Check the public address system is functioning properly, volume is appropriate and
       that acoustics do not distort sound quality

If you are providing (or asking the venue to provide) signs on the day, ensure it is:
     Clear and printed in dark lettering on light background
     Use large print, sans serif font with initial capitals and lower-case text
     Display signs at a height at which can be read by wheelchair users (1400-1700mm or

   Ensure staff are aware of special requirements and any information packs in
      alternative formats
   Ensure all name badges are printed in minimum size 18 font, preferably in bold type

   Irrespective of the styles of seating you are providing, ensure there is a choice of
      location and sufficient space in gangways and between rows for wheelchair
      navigation, guiding blind delegates etc.
   This should be taken into consideration for all workshops, breakout rooms and
      catering facilities.

First aid and medical support
    Make sure you know how to access first aid support
    If someone has specific medical needs, make sure designated first-aiders know about
       these and take the appropriate actions (e.g. provide storage facilities for prescription
       drugs such as insulin, or provide trained staff who can respond appropriately to
       someone who has an epileptic seizure)

    Check layout is wheelchair navigable
    Ensure adequate room under dining tables to accommodate wheelchairs
    Ensure some seating and tables are made available for participant use if refreshments
      are to be served buffet style
    Ensure refreshments cater for all dietary needs
    Consider religious practices such as Ramadan when Muslims fast
    Check menus are available in alternative formats

Emergency evacuation
   Clarify responsibilities for emergency evacuation with the venue provider.
   Event staff should be fully briefed
   Notify all delegates of their responsibilities in an evacuation

NHS Stockport - Accessible Communications Toolkit – April 2010                             27
Section 4 – Resources & Further Information

4a     Booking Interpretation or Translation

Foreign Language Communications
If you are working with a patient who has limited English Language skills, you should
consider if you need a professional foreign language interpreter:
     NHS Stockport provides a foreign language interpretation service for all medical
       appointments over the phone
     If your patient is a minor and their legal guardian does not understand, you will still
       need to provide interpretation
     Relatives and friends should not be asked to interpret, particularly when discussing
       complex or personal health information
     Interpreters work within a strict professional code of practice. Everything that is
       discussed will be kept confidential
     If your patients refuses professional interpretation it must be made clear that they will
       not be covered by the Trust or Practice‟s insurance
     If possible, brief the interpreter in advance
     During a consultation, speak directly to the patient/carer not the interpreter
     Interpreters will communicate everything that is said - this includes audible asides
     To avoid confusion, stick to one question / piece of information at a time
     Allocate double the time you would normally expect for the procedure
     Interpreters need to have short breaks every 30-40 minutes

For foreign language interpretation, call The Big Word: 0870 748 8000 and you will be put
through to an interpreter within 2 minutes. The service is available for all medical
appointments and covers GP practices, district nurses, community clinics, opticians,
pharmacies and community Dental Services.

Before you phone - think:
    What language is needed?
    Has the patient agreed to a trained interpreter being present?
    Do you have sufficient time for the session?

Stockport Interpreting Unit provide written translation at a charge to each service on 0161
477 9000. They also provide face-to-face foreign language interpretation for engagement
events. This should be booked through the engagement team on 0161 426 5895.

Braille and Audio Translations
Walthew House can translate information into Braille and Audio - 0161 480 2612.

All providers are responsible for resourcing these. Costs are as follows:
     Braille Transcription - £2.50 per A4 sheet (minimum charge £5). Repeat copies would
       be charged only for the Braille paper
     Audio transcription - £5 per A4 sheet. Transcription can be on either CD or Tape
       Cassette. Additional CD‟s and tapes charged at 50p each

British Sign Language
Language Empire provides Sign Language interpreters for all medical appointments. This
can be booked through the PALS team on: 0161 426 5888.

NHS Stockport - Accessible Communications Toolkit – April 2010                             28
Section 4 – Resources & Further Information

Hearing Aids
In busy reception areas, it‟s often difficult to hear what is going on with all the hustle and
bustle of a clinical environment. Hearing loops are used to block out background noise and
help people with hearing aids to understand what is going on. This makes a huge difference
to the quality of service people receive, particularly our older generations, who make up a
large percentage of Stockport‟s population.

NHS Stockport‟s Estates team have installed hearing loops in most clinics. If your patient
uses a hearing aid, make sure the hearing loop is switched on and ask your patient to switch
the hearing aid is switched to the „T‟ position so that they can use the loop.

Communicating with a person with learning difficulties
If you require assistance to communicate with a person with learning difficulties, telephone
the Learning Disability Liaison Nurse on 0161 419 4703 or Community Team for People with
a Learning Disability on 0161 218 1220.

Help available includes:
    Pictographic explanations
    Leaflets with large print and line drawings
    Use of symbols, i.e. makaton / widget software
    Video and audiotapes
    Games and quizzes to assist in health promotion

NHS Stockport - Accessible Communications Toolkit – April 2010                            29
Section 4 – Resources & Further Information

4b     Contacts

General E&D Information

NHS Stockport Head of Equality
Angela Beagrie
Regent House, Heaton lane, Stockport SK4 1BS
T: 0161 426 5610
E: angela.beagrie@nhsstockport.nhs.uk

NHS Stockport Equality Champions

Executive Director: Dr Stephen Watkins
Non-Executive Director: Tony Durrant
Equality & Diversity Steering Group Chair: Richard Popplewell

Staff Network Champions

BME Staff Network: Robina Shah
LGBT Staff Network: Angela Phillips
Disabled Staff Network: Gaynor Mullins

Directorate Equality & Diversity Leads:

Public Health: Ellen Cooper / Catherine Johnson
Human Resources: Surrya Anjum / Adam Pennycook
Training: Judy Haykin
Community Health Stockport: Claire Currie / Sally Andrew
Stockport Managed Care: Anne Pumfrey / Sarah Holberry-Byrom
Primary Care & Commissioning: Elaine Abraham-Lee / Valerie Clements
Estates: Angela Wood
IT: Angela Mercer
Finance: Dan Byrne
Staff Reps: Helen Baillie-Gutteridge / Andy Jones

Greater Manchester Police (Stockport Branch)
Dennis Bishop
Community Engagement Officer
T: 0161 474 3010
E: Dennis.Bishop@gmp.police.uk
W: www.gmp.police.uk/live/nhoodv3.nsf/index-divisions.html?ReadForm&Division=Stockport

The Equality and Human Rights Commission
Arndale House, Arndale Centre, Manchester M4 3EQ
0845 604 6610 - main number
0845 604 6620 - textphone
0845 604 6630 - fax
Website: www.equalityhumanrights.com

NHS Stockport –Accessible Communications Toolkit – April 2010           30
Section 4 – Resources & Further Information


Margaret Brade (Chief Exec)
Age Concern Stockport, Commonweal, 56 Wellington Street, SK1 3AQ
T: 0161 480 1211
F: 0161 480 3735
E: bradem@ageconcernstockport.org.uk
W: www.ageconcernstockport.org.uk

Alzheimer‟s Society
292B London Road, Hazel Grove, Stockport, SK6 4RD
T: 0161 483 4446
W: www.stockportalzheimers.org.uk/

Vince Fraga
Stockport Council Adults & Communities Team Equality Lead
T: 0161 218 1637
E: Vincent.fraga@stockport.gov.uk

Stockport Council Safeguarding Vulnerable Adults team
T: 0845 644 4314

Pat Wood
Signpost Stockport for Carers, Torkington Centre, Torkington Road, Hazel Grove, SK7 4PY
T: 0161 456 2808
E: signpoststockport@tiscali.co.uk / pat@signpostfprcarers.org.uk
W: www.signpostforcarers.org.uk/

Help the Aged
T: 0808 800 6565
W: www.helptheaged.org.uk

Age Concern England
Astral House, 1268 London Road, London, SW16 4ER
T: 0800 00 99 66
W: www.ageconcern.org.uk

Janice Holder
Stockport Services for younger People, Connexions and Town Centre Area Office
64 Chestergate, Stockport, SK1 1NP
T: 0161-475-7700
F: 0161-476-6760
E: Janice.holder@stockport.gov.uk
W: www.connexions-stockport.org.uk

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Section 4 – Resources & Further Information

Hacked Off: a journalist‟s guide to disability

Kieran McMahon (Director)
Disability Stockport, 23 High Street, Stockport, T: 0161 439 4363
E: kieranmcmahon@btinternet.com
Peter Rowe (Physical Disability Expert)
T: 0161 439 4363
E: peterrowe19@yahoo.co.uk
W: www.disabilitystockport.org.uk/

Pure Innovations
Sanderling Building, Bird Hall Lane, Cheadle Heath, Stockport SK3 0RF
T: 0161 474 5900
F: 0161 491 6236
E: enquiries@pureinnovations.co.uk
W: www.pureinnovations.co.uk/

Elaine Mounter
Children & Young People‟s Disability Partnership
c/o 8th Floor, Regent House, Heaton Lane, Stockport, SK4 1BS
T: 0161 426 5514
E: Elaine.Mounter@stockport-pct.nhs.uk
W: www.stockportcypdisp.org.uk/

Kay Kelly (Director of Eyeline Stockport)
Walthew House (blind and deaf services)
112 Shaw Heath, Stockport, SK2 6QS
T: 0161 480 2612
E: admin@walthewhouse.ntlbusiness.com
W: www.walthewhouse.org.uk/

Royal National Institute for the Deaf
T: 0808 808 0123
Textphone: 0808 808 9000 (freephone)
E: informationline@rnid.org.uk
W: www.rnid.org.uk

The Royal National Institute of the Blind
T: 0845 766 9999
W: www.rnib.org.uk

The Well Being Centre
Graylaw House, Chestergate, Stockport, SK1 1NH
T: 0161 474 7713
E: stockport.wellbeing@thebiglifecompany.com
W: www.swellbeing.org.uk

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Section 4 – Resources & Further Information

Stockport Mind
T: 0161 429 0893
E: info@stockportmind.org.uk
W: www.stockportmind.org.uk

Carmel Bailey
Mental Health Supported Living Team
Heathfield House Cale Green Stockport SK2 6RA
T: 0161 249 4326
E: carmel.bailey@nhs.net

T: 08457 67 8000
W: www.sane.org.uk

Young Minds
T: 0800 018 2138 (parents‟ service)
W: www.youngminds.org.uk

NHS Stockport –Accessible Communications Toolkit – April 2010   33
Section 4 – Resources & Further Information

DM Digital (British Pakistani television network)
W: www.dmdigitaltv.co.uk/

Community Health Involvement & Empowerment Forum (CHIEF)
W: www.networks.nhs.uk/

Council of Ethnic Minority Voluntary Sector Organisations (CEMVO)
NW Director: Rushi Munshi
12 Charlotte Street, Manchester M1 4FL
T: 0161 245 3201/3202
F: 0161 245 3333
E: rushi.munshi@cemvo.org.uk
W: www.cemvo.org.uk/northwest/index.asp

Tolu Fiberesima
ACCA – Stockport‟s African & Caribbean Community Association
Well Being Centre, Graylaw House, Chestergate, Stockport SK1 1LZ
M: 07901 848 504
F: 0161 474 7040
E: info@accastockport.org.uk acca_stockport@yahoo.co.uk
W: www.accastockport.org.uk

Rizwana Choudry
Stockport Council Ethnic Diversity Service
3 Bann Street, Edgeley, Stockport, SK3 0EX
T: 0161 477 9000
E: eds.admin@stockport.gov.uk / Rizwana.Choudry@stockport.gov.uk
W: www.stockport.gov.uk/ethnicdiversity

Interpreting Service
T: 0161 477 9000
W: www.stockport.gov.uk/ethnicdiversity

Arun Parmar
Stockport Asylum Seekers‟ Team
Victoria House (Ground Floor), Wellington Street, Stockport SK1 3AD
T: 0161 474 2696
W: www.stockport.gov.uk/atozindex/asylumseekerssupport?a=5441

Nia Kuumba BME group
Dialstone Bungalow, Lisburne Lane, STOCKPORT SK2 7LL
T: 0161 4742170
E: niakumbaa@netscape.net
W: www.mystockport.org.uk/community_groups/nia_kuumba/index.htm

Randi Baden
PPNA (Asian Women‟s Support Group)
T: 0161 474 2170

NHS Stockport –Accessible Communications Toolkit – April 2010         34
Section 4 – Resources & Further Information

Sam Dwyer or Zubeda Hafezi
Asian Heritage Centre
T: 0161 442 8741

Wai Yin Chinese Society
1st Floor, 61 Mosley Street, Manchester, M2 3HZ
T: 0161 237 5908
E: info@waiyin.org.uk

Black Health Agency
T: 0845 450 4247
F: 0845 450 3247
E: info@blackhealthagency.org.uk
W: www.blackhealthagency.org.uk

NHS Stockport –Accessible Communications Toolkit – April 2010   35
Section 4 – Resources & Further Information


- Women

Stockport Women’s Centre
Kithera House, 19-21 Greek Street, Stockport, SK3 8AB
T: 0161 355 4455
E: admin@stockportwomenscentre.co.uk
W: www.stockportwomenscentre.com/

Stockport Women’s Aid
T: 0161 477 4271
E: info@stockportwomensaid.org.uk
W: www.stockportwomensaid.org.uk

The Women’s Resource Centre supports women‟s organisations.

The Source, the magazine for the women‟s voluntary and community sector

Feminist Webs online „women and girls work space‟
E: feministwebs@yahoo.co.uk
W: http://www.feministwebs.com/?page_id=2

The Fawcett Society
1-3 Berry Street, London, EC1V 0AA
T: 020 7253 2598
F: 020 7253 2599
W: www.fawcettsociety.org.uk

- Men

PARIS Closed Gym Sessions for men
Lapwing Centre, Lapwing Lane, Brinnington, Stockport SK5 8LF
T: 0161 406 8299

NHS Stockport –Accessible Communications Toolkit – April 2010             36
Section 4 – Resources & Further Information


Professor Stephen Whittle
Press for Change Trans charity / lobbying group
M: (0)7809 621395
E: stwhittle@pfc.org.uk / letters@pfc.org.uk
W: www.pfc.org.uk/

MORF Social and Support Group for Transguys in Manchester
Tel/text: 0794 824 3289
E: morf@morf.org.uk
W: www.morf.org.uk

Manchester Concord Transgender Social Group
Wednesday evening 7 – 11pm in the upstairs bar of the Rembrandt Hotel in Manchester.
W: www.manchesterconcord.org.uk

The Beaumont Trust
B.M Charity, London WC1 N 3XX
Helpline: 07000 287878
W: www.beaumont-trust.org.uk/

FTM Network
BM Network London WC1N 3XX
Helpline: 0161-432 1915 (Wednesdays 8pm - 10.30pm only)
E: membership@ftm.org.uk
W: www.ftm.org.uk

Gender Trust
PO Box 3192 Brighton BN1 3WR
T: 0845 231 0505
E: info@gendertrust.org.uk
W: www.gendertrust.org.uk

Gender Matters
The Mill House, 5b Bridgnorth Road, Wolverhampton, WV6 8AB
T: 01902 744424
W: www.gender-matters.org.uk

NHS Stockport –Accessible Communications Toolkit – April 2010            37
Section 4 – Resources & Further Information


Stockport’s Inter-Faith Network
Bev Sellen & Liz Young
c/o Policy Unit, Town Hall, Stockport SK1 3XE
T: 0161 474 3127
E: Bev.Sellen@stockport.gov.uk / Elizabeth.young@stockport.gov.uk

Stockport MELA Forum
T: 0161 474 2176

Adam Smith
Cheadle Muslim Association
377 Wilmslow Rd, Heald Green, Cheadle, SK8 3NP
T: 0161 437 1093
E: admin@cmatrust.org
W: www.cmatrust.org

NHS Stockport –Accessible Communications Toolkit – April 2010       38
Section 4 – Resources & Further Information

Sexual Orientation

„Out In Stockport„ LGBT Network with local mailing list
c/o Sue Bell, Stepping Hill Hospital, Hazel Grove, Stockport
T: 0161 419 4784
E: outinstockport@yahoo.com
W: www.outinstockport.wordpress.com

People Like Us Stockport (PLUS) LGBT Social Group
T: 0771 703 8868
E: info@stockportplus.org
W: www.stockporptlus.org

The BASE LGBT Youth Group
c/o Janice Holder
T: 0161-475-7700
E: Janice.holder@stockport.gov.uk
W: www.connexions-stockport.org.uk/services_available/specialist_services.php

Under the Rainbow LGBT radio show at Pure Radio
c/o Alison Steele
T: 0161 474 5728
E: alison.steele@stockport.gov.uk
W: www.pureradio.org.uk/total-access--under-the-rainbow.html

Sian Payne & Darren Knight
Lesbian and Gay Foundation
Princess House, 105-107 Princess Street, Manchester M1 6DD
T: 0161 235 8035
E: sian.payne@lgf.org.uk / darren@lgf.org.uk
W: www.lgf.org.uk

Jane Bailey
LGBT Community Involvement Manager at Age Concern
Age Concern Stockport, Commonweal, 56 Wellington St., SK1 3AQ
T: 0161 480 1211
E: baileyj@ageconcernstockport.org.uk
W: www.ageconcernstockport.org.uk

Lebilicious - Web magazine for Lesbians

LIK:T Young Women's Peer Health http://www.likt.org.uk/magazines.htm

LGYM Manchester Lesbian and Gay Centre
P.O. Box 153, Manchester, M60 1LP
Text: 07900 680725
Answer phone: 0161 273 7838
E: lgbtyouthnorthwest@yahoo.co.uk
W: www.lgym.org.uk

NHS Stockport –Accessible Communications Toolkit – April 2010             39

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