Exam Pass Notes

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Inclusion in First Contact

• Equality and inclusion shape how people book, communicate, and feel safe and respected when contacting the practice.
• A route is only fair if the patient can use it; existence alone does not make it accessible.
• Avoid assumptions about someone based on age, disability, language, appearance, culture, identity or past contact with services.

Reasonable Adjustments

• Reasonable adjustments include changes to communication, appointment times, waiting arrangements, reminders and assisted access.
• Record adjustment needs in the correct field so they are available every time the patient contacts the practice.
• If the usual route is unsafe or unusable, escalate so the person can access care another way.

Communication and Respect

• Use plain language and check that the patient understands.
• Use professional interpreters or accessible communication methods when needed.
• Record facts and behaviour, not labels or stereotypes.

Systems and Learning

• Repeated failures to access services may indicate an equality or accessibility barrier that needs addressing.
• Manage discriminatory abuse through local staff safety procedures and incident reporting routes.
• Teams should review access patterns and act on recurring problems to reduce future barriers.