Spotlight on accessible communication: your stories, your rights (PHSO, 18 August 2026)

Summary

Accessible communication means information and support that people can understand and use, whether that is British Sign Language (BSL) interpreting, large print, Easy Read formats or other reasonable adjustments. Everyone has the right to clear, accessible communication when using public services, whether that's understanding health information, navigating the benefits system or making decisions about care.

In the UK, at least 1 in 5 people have a long-term illness, impairment or disability, while many more have a temporary disability. When communication falls short, it can exclude people, cause significant distress, and in some cases mean people cannot get the care or support they need.

A Parliamentary and Health Service Ombudsman (PHSO) report looked at some of the accessible communication complaints people have brought to us, to shine a light on their experiences and encourage others to let their voices be heard.

It shares case summaries and guidance to help people complain and help public services understand and learn from the issues raised.