'6 Steps' accessible information campaign launches
Sunday, 31 May 2026
NHS Cheshire and Merseyside is raising awareness of the importance of fully accessible health services for patients across the region with sensory disabilities or other communication needs.
The 6 Steps campaign aims to make both NHS patients and staff aware of the rights that everyone has when accessing NHS services – including those who rely on braille, British Sign Language (BSL), easy read, or language interpretation services.
Supported by GP practices, hospitals and other health services across the Cheshire and Merseyside area, the campaign aims to highlight how the NHS is required to follow 6 steps when providing care to anyone who is D/deaf, blind or visually impaired, has speech or language difficulties, or any other communication needs.
These 6 steps include:
1. Check if you have any communication needs
2. Record those needs on your health records
3. Ensure those needs are easily visible on your health records
4. Share those needs with other health services, if you are being referred
5. Make sure those needs are met as part of all of your care.
6. Regularly review and update information about your needs
All NHS organisations in Cheshire and Merseyside have interpreter and translation arrangements in place to enable local health teams to meet a patient’s communication needs – whether that’s at a GP practice, hospital or from a community health team.
Dr Fiona Lemmens, Executive Clinical Director for NHS Cheshire and Merseyside said:
“Good communication is a basic part of good care. Patients need to understand what is happening and should be able to share what they need, so they can feel safe and involved in their care.
“Everyone has the right to communication support if they need it. This includes things like interpreters or easy read information. We want patients, families and carers to know it’s OK to ask for this support – and if it’s not in place, we want to know so we can make things better.”
Patients, families and carers are being reminded that all patients are entitled to ask their health team for reasonable communication adjustments to be made – in order for them to attend appointments, safely receive treatment, and make informed decisions about each step of their care.
If this doesn’t happen, patients have the right to complain, and can do so at any time. Patients can complain to the organisation providing the care directly, via their own complaints process – usually available on their website. Alternatively, patients can contact the NHS Cheshire and Merseyside Patient Advice Complaint Team at www.cheshireandmerseyside.nhs.uk/contact/complaints.
The campaign also aims to increase awareness among patients with communication difficulties about how they can access the emergency services, including in a health emergency situation when someone’s life may be at risk.
Two of the simplest ways to do this is via the Emergency SMS or the Relay UK assistant services:
● To use Emergency SMS - text the word 'register' to 999 to set up the service on any mobile phone or device
● To use Relay UK - dial ‘18000’ through the Next Generation Text (NGT) app, or from any textphone now to get set up.
If you or a loved one has a communication difficulty, please don’t wait for an emergency situation before considering this – get prepared by setting up your access now, just in case.
If you require any of this information in another language or alternative format please contact: communications@cheshireandmerseyside.nhs.uk
Download the campaign resources
Help to share this important message across Cheshire and Merseyside by sharing our campaign with your networks.