Website of the Department of Health

Q: What is "Welcoming Patients with Disabilities"?

A: A distance learning disability training programme designed to cover the do's and don'ts of communicating with disabled people, including key aspects of the Goods, Facilities and Services section of the Disability Discrimination Act (DDA). The programme covers:

Q. Why distance learning?

A: The advantages of this unique disability programme are:

A: The NHS will be sending out details of "Welcoming Patients with Disabilities" in the weekly information mailings you receive

Q: Why should my staff do it?

A: There are two reasons. Firstly, to assist your hospital, community trust, GP or dental surgery to comply with the DDA, and secondly, because research has consistently shown that many disabled people feel staff within the NHS are not fully aware of how best to communicate with them - "Welcoming Patients with Disabilities" provides the key etiquette information - the do's and don'ts - of how to communicate with people across a wide range of disabilities.

Q: How do I know the disability training provides the right sort of information?

A: Because the workbook has been written by experienced and professional disabled trainers - Churchill & Friend, one of the leading disability training companies in the UK.

Q: Can people who are visually impaired or deaf take part in the training?

A: Of course. If any of your staff wish to receive the workbook in alternative media (e.g. braille, audio-tape or large print) please call us on 0870 870 5004. A textphone Interactive Test line is also available for deaf members of staff, please call 0800 018 4595.

Q: How much does it cost?

A: Minimum order £67.50 + VAT for up to five staff per group of enrolments. Thereafter each additional participant will cost £13.50 + VAT.

Q: How do I enrol my staff for this training?

A: Call the order line on 0870 870 5004 for an enrolment pack which will contain either a fax back enrolment form (for under 20 staff) or disk (for 21 plus staff).

Q: How do I pay?

A: On receipt of your enrolment form / disk, an invoice and remittance advice will be sent to you requesting immediate payment by cheque only. Cheques should be made payable to the Grass Roots Group PLC and returned with the remittance advice. Workbooks will only be despatched once payment is received.

Q: How will the workbooks be sent to me?

A: Each member of staff enrolled will receive a workbook personalised with their name, PIN number and expiry date. All workbooks will be sent directly to the contact name of the initial enrolments within 10 working days of receipt of payment.

Q: What is a PIN number?

A: The PIN number is unique to each individual enrolled on the training programme. It is necessary to participate in the interactive test.

Q: How long do I have to complete the workbook?

A: 8 weeks from the date of enrolment. The expiry date will be clearly printed on your workbook.

Q: How am I tested?

A: When you have completed the workbook simply call the freephone interactive test line on 0800 0184585. You will be asked 12 multiple choice questions, chosen at random from subjects covered in the workbook. To pass you need to answer 9 or more correctly.

Q: How many attempts do I get?

A: If you are unsuccessful on your first attempt you will have a second go.

Q: What do I get for passing the test?

A: A personalised certificate.

Q: What if I don't pass after 2 attempts?

A: You can re-enrol onto the programme at a further cost of £13.50 + VAT.

Q: How do I know who has passed the interactive test?

A: After the 8 week expiry date a location report indicating who has passed will be sent to the initial contact of the enrolments. The certificates will also be sent with the report for distribution.

Q: What happens if I want to enrol more staff?

A: You can enrol more staff at any point. How much will it cost?: see above.