Hospital Care & Healthcare Rights (UK) – Complete Disability Guide

Many disabled people, people with long-term health conditions, neurodivergent people, people with learning disabilities, sensory impairments, mental health conditions, and carers experience difficulties accessing 
healthcare. Understanding your rights can help ensure you receive safe, accessible, and 
respectful care.

 

This guide covers:

  • Reasonable adjustments in healthcare
  • Hospital passports
  • Accessible communication
  • Advocacy support
  • Consent and mental capacity
  • Complaints and concerns
  • Carer involvement
  • Hospital admissions
  • Discharge planning
  • Accessible information rights

This guide applies to all genders and is intended for anyone using NHS or healthcare services in the UK.

 

Your Healthcare Rights

Patients have rights under:

  • The NHS Constitution
  • Equality Act 2010
  • Human Rights legislation
  • Mental Capacity Act 2005 (England and Wales)

Information:

You have the right to:

  • Be treated with dignity and respect
  • Access healthcare services
  • Request reasonable adjustments
  • Receive accessible information
  • Be involved in decisions about your care
  • Make complaints if necessary

 

Reasonable Adjustments in Healthcare

Healthcare providers must consider reasonable adjustments for disabled people.

Reasonable adjustments help remove barriers to accessing healthcare.

Examples include:

  • Longer appointments
  • Quiet waiting areas
  • Home visits where appropriate
  • Accessible appointment letters
  • Email communication
  • Text message reminders
  • Wheelchair accessible rooms
  • Communication support
  • British Sign Language interpreters
  • Support workers attending appointments
  • Flexible appointment times

What to Say Examples

I am requesting reasonable adjustments because of my disability or health condition.

Please record my needs and tell me what support is available.

Another Example

I find standard appointments difficult because of my condition.

I would like reasonable adjustments to help me access healthcare safely and effectively.

 

Accessible Communication

Healthcare information should be accessible.

You can ask for:

  • Easy Read documents
  • Large print
  • Braille
  • Audio information
  • Email communication
  • Text messaging
  • British Sign Language interpretation
  • Communication support workers
  • Alternative formats

 

Accessible Information Standard

NHS organisations must identify and meet accessible communication needs.

Information:

What to Say Example

Please record my communication needs under the Accessible Information Standard.

I require information in an accessible format.

 

Hospital Passports

A hospital passport is a document that explains important information about a patient.

It can help healthcare professionals understand needs quickly.

Hospital passports are particularly useful for:

  • Learning disabilities
  • Autism
  • Cognitive impairments
  • Communication difficulties
  • Complex medical needs

Hospital Passports May Include

  • Preferred communication methods
  • Medical conditions
  • Medication information
  • Sensory needs
  • Mobility needs
  • Support requirements
  • Emergency contacts
  • Likes and dislikes
  • Things that cause distress

Example Information

I process information better when instructions are clear and given one step at a time.

I may need additional time to answer questions.

Bright lights and loud environments may increase distress.

Hospital Passport Information

Useful guidance:

  • Hospital Passports (NHS England)

Ask your GP, hospital team, learning disability team, or local NHS service if they use hospital passports.

Advocacy in Healthcare

Advocates can help people understand healthcare decisions and communicate with professionals.

Advocacy may be particularly helpful if you:

  • Feel overwhelmed
  • Struggle with communication
  • Need support during meetings
  • Have concerns about treatment
  • Need help making complaints

What Advocates Can Do

  • Explain your rights
  • Help communicate concerns
  • Attend meetings
  • Support complaints
  • Help understand healthcare decisions

VoiceAbility

Website:

Telephone:

  • 0300 303 1660

POhWER

Website:

Telephone:

  • 0300 456 2370

 

Consent to Treatment

In most situations, healthcare professionals must obtain consent before treatment.

Valid consent generally requires:

  • Information about the treatment
  • Understanding of the information
  • Voluntary decision-making
  • Capacity to make the decision

Information:

 

What to Say If You Need More Information Example

I would like more information before making a decision.

Can you explain the risks, benefits, and alternatives?

Can this information be provided in a format I can understand?

Mental Capacity

Mental capacity refers to the ability to make a particular decision at a particular time.

Having a disability, learning disability, autism, mental health condition, or communication difficulty does not automatically mean someone lacks capacity.

Information:

 

Capacity Assessments

Capacity assessments should be decision-specific.

Professionals should:

  • Support decision-making where possible
  • Consider communication needs
  • Use accessible information
  • Explore reasonable adjustments

Useful Phrase

I would like support to help me understand the information and make my own decision wherever possible.

Carers, Family Members & Supporters

Patients may wish to involve:

  • Partners
  • Family members
  • Friends
  • Advocates
  • Carers

 

Healthcare professionals should consider the patient's wishes regarding involvement.

What to Say Example

I would like this person involved in discussions about my care.

Or:

Please ensure information is also shared with my nominated supporter where appropriate.

Hospital Admissions

Before admission:

  • Take medication lists
  • Bring hospital passport if available
  • Bring communication aids
  • Bring accessibility information
  • Inform staff about adjustments required

Example

I use communication aids and require additional time to process information.

Please ensure this is recorded on my notes.

Discharge Planning

Discharge planning should begin as early as possible.

Consider:

  • Care needs
  • Medication
  • Equipment
  • Transport
  • Home support
  • Follow-up appointments

What to Ask Example

What support will be available when I leave hospital?

Has my care package been reviewed?

What happens if my needs change after discharge?

 

Healthcare Complaints

If you believe your healthcare rights have not been respected, you can make a complaint.

Examples include:

  • Communication failures
  • Accessibility issues
  • Delays
  • Discrimination concerns
  • Poor treatment
  • Failure to provide adjustments

NHS Complaints Information

 

Example Complaint Wording

I believe reasonable adjustments were not provided despite my disability being known.

This affected my ability to access healthcare appropriately.

NHS Complaints Advocacy

Support may be available through:

POhWER

VoiceAbility

Learning Disability & Autism Support

Many NHS organisations have:

  • Learning Disability Nurses
  • Autism Leads
  • Specialist teams

You can ask:

Is there a learning disability nurse or autism specialist who can support me?

 

Mental Health Support

Healthcare experiences can sometimes affect mental wellbeing.

Support:

Mind

Website:

Infoline:

  • 0300 123 3393

 

Accessible Healthcare Checklist

Before appointments:

✓ Tell services about disabilities or health conditions

✓ Request reasonable adjustments

✓ Ask for accessible information

✓ Bring a supporter if helpful

✓ Take a hospital passport if available

✓ Keep medication information available

✓ Ask questions if unsure

✓ Request explanations in plain language

✓ Record important information

✓ Keep copies of letters and care plans

Useful Phrases

Requesting Adjustments

I require reasonable adjustments because of my disability.

Requesting Accessible Information

Please provide information in an accessible format.

Requesting Support

I would like assistance understanding this information before making a decision.

Requesting Advocacy

I would like information about advocacy services available to support me.

Discussing Capacity

Please provide any information in a way that helps me understand and participate in decisions.

 

Key Support Contacts

NHS

  • Website: NHS
  • Non-emergency medical advice: 111
  • Emergency: 999

VoiceAbility

POhWER

Mind

  • Infoline: 0300 123 3393
  • Website: Mind

Citizens Advice

Remember

You have the right to accessible healthcare, reasonable adjustments, clear communication, involvement in decisions, dignity, respect, and support. If barriers exist, ask for adjustments, seek advocacy support, and keep records of requests and decisions. Healthcare services should work with you to remove barriers and make care accessible.

 

 

 

 

 

 

 

 

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