Accessibility
At Sukoon Care, we want everyone to be able to access information about our care and support, communicate with us and be involved in decisions about their care.
We recognise that people may have different communication and accessibility needs. This may include people living with a disability, sensory impairment, dementia, learning disability, difficulties with reading or writing, or people whose preferred language is not English.
We aim to make our website, information and communication as clear and accessible as reasonably possible and will consider individual communication needs when providing our services.
Last updated: August 2026
Making Information Accessible
We understand that providing information is not enough — people need to be able to understand and use it. Where you tell us that you have a particular communication or accessibility need, we will consider reasonable ways of providing information and communicating with you in a way that works for you.
Depending on individual needs, this may include:
• Information in larger or clearer print
• Using plain and straightforward language
• Taking additional time to explain information
• Reading information aloud or discussing it with you
• Providing information electronically where appropriate
• Supporting alternative communication methods where reasonably available
• Involving an interpreter or communication support where appropriate
• Involving a family member, advocate or representative where you want this and it is appropriate
• Taking account of sensory, cognitive or communication needs when planning your care
Your communication needs and preferences can also be recorded within your care plan so that the people supporting you understand how you prefer to communicate.
We want the Sukoon Care website to be as easy as possible for people to navigate, read and understand.
When developing and maintaining our website, we aim to consider accessibility in areas such as:
• Clear and consistent headings and page layouts
• Text that is easy to read and understand
• Appropriate contrast between text and backgrounds
• Meaningful descriptions for important images where appropriate
• Clear wording for buttons and links
• Avoiding unnecessary clutter or overly complicated page layouts
• Making information accessible across different screen sizes and devices
• Organising information so that visitors can find important care and contact information easily
We recognise that accessibility is an ongoing process. As our website develops, we will continue to review its content and design and make reasonable improvements where accessibility issues are identified.
If you experience difficulty accessing any part of our website or cannot access information in the format provided, please contact us. We will do our best to provide the information in another suitable way and would welcome your feedback about the difficulty you experienced.
We do not want a problem with our website to become a barrier to someone finding out about care or getting the support they need.
Accessibility of Our Website
Communication Needs & Your Care
Good care begins with being able to understand one another. At Sukoon Care, we take time to understand how you communicate, how you prefer information to be given to you and whether there is anything that may make communication easier or more difficult.
Your communication needs and preferences form part of your person-centred assessment and care planning. Where relevant, we may record information about:
• Your preferred way of communicating
• Your preferred language
• Hearing or visual impairments
• Whether you use hearing aids, glasses or other communication aids
• Speech or communication difficulties
• How dementia or another condition may affect your communication
• Words, gestures, expressions or behaviours you may use to communicate your needs
• Whether you need information explained slowly, repeated or presented differently
• Whether pictures, written prompts or other communication methods are helpful
• People who know your communication particularly well and who you would like involved
• Anything that may cause distress, confusion or make communication more difficult
We recognise that someone's ability to communicate may change from day to day or at different times of the day. A person living with dementia, Parkinson's, recovering from a stroke or living with another condition may need more time or a different approach on some days.
Our carers should not assume that difficulty communicating means that you cannot understand, make choices or express a preference. They will be expected to give you appropriate time, listen carefully and use the communication approaches identified within your care plan.
Where appropriate, we will also consider the Accessible Information Standard and work with you to identify, record, flag, share and meet communication and information needs relating to a disability, impairment or sensory loss.
Most importantly, we will communicate with you — not simply about you. Your voice should remain at the centre of your care.
Making Our Service Accessible
Accessibility is not limited to our website or written information. We want the way we assess, plan and provide care to take account of each person's individual needs and remove avoidable barriers wherever reasonably possible.
When you first speak with Sukoon Care and during your assessment, we will encourage you to tell us about any accessibility, communication, cultural or other needs that may affect how you access our service or participate in your care.
Where appropriate, we will consider reasonable adjustments such as:
• Arranging assessments and discussions in a way that is accessible to you
• Allowing additional time where you need it
• Communicating in your preferred way wherever reasonably possible
• Providing or explaining information in an alternative format
• Taking account of hearing, sight, speech, mobility or cognitive needs
• Considering the physical accessibility of meetings or appointments we arrange
• Supporting the appropriate use of interpreters or communication assistance
• Enabling a family member, advocate or representative to support you where you wish
• Taking account of religious, cultural and communication needs when planning care
• Reviewing adjustments when your needs or circumstances change
We understand that reasonable adjustments are individual. Something that helps one person may not help another, so we will listen to you rather than make assumptions about what you need.
If you tell us that an adjustment is not working, or your needs have changed, we will review the situation with you and consider what else may help.
Our aim is for accessibility to be part of person-centred care from the beginning not something added only after somebody experiences a barrier.
Accessible Complaints & Feedback
Everyone should be able to tell us about their experience of care, raise a concern or make a complaint. A disability, communication difficulty, sensory impairment, language need or difficulty reading or writing should never prevent someone from being heard.
You do not have to put a complaint in writing. You can speak to us, ask someone you trust to support you, or tell us that you need help to communicate your concerns.
Where appropriate, we will consider reasonable ways of making our complaints and feedback process accessible to you. This may include:
• Giving you additional time to explain what has happened
• Discussing your concern with you rather than requiring a written complaint
• Providing information in a more suitable format
• Supporting alternative ways of communicating
• Considering interpreter or communication support where appropriate
• Allowing a family member, friend, advocate or authorised representative to support you
• Taking account of communication needs associated with dementia, Parkinson's, stroke or other conditions
If you have difficulty communicating verbally, we will not assume that you have nothing to say. We will take reasonable steps to understand how you communicate and support you to express your wishes, feelings and concerns.
Where somebody supports you to make a complaint, we will continue to respect your confidentiality, rights and choices and consider any consent, capacity or legal-authority requirements that apply.
You have the same right to be listened to, taken seriously and treated with respect regardless of how you communicate.
Full information about raising a concern or complaint is available on our Complaints, Concerns & Feedback page.
If You Find Something Inaccessible
We know that accessibility can be different for every person, and there may be barriers that we have not identified ourselves. If you find any part of our website, information or service difficult to access, please tell us.
You can contact Sukoon Care if:
• You cannot access or understand information on our website
• You need information provided or explained in a different way
• A document or communication we have provided is difficult for you to use
• You experience an accessibility barrier when communicating with us
• An adjustment we have made is not meeting your needs
• You have a suggestion that could make our information or services more accessible
We will listen to the difficulty you are experiencing and consider what reasonable steps can be taken to remove or reduce the barrier.
Where an accessibility issue cannot be resolved immediately, we will explain what we can do and consider an alternative way of providing the information or enabling you to communicate with us.
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Sukoon Care contact details
Telephone: 01772 669675
Email: info@sukooncare.co.uk
We also welcome feedback about accessibility from family members, advocates, professionals and others who use or support someone to use our service.
Accessibility is something we will continue to review and improve. If something isn't working for you, we want you to tell us so that we have the opportunity to make it better