Part C of our Terms and Conditions.
1. Our commitment
We want everyone to be able to use doctor.uk, whatever device they use and whatever adjustments they need. That matters more for a health service than for most websites, because the people most likely to face barriers online are often the people who most need the service.
We are not a public body, so the public sector accessibility regulations do not apply to us. We work to the same standard anyway, and the Equality Act 2010 requires us to make reasonable adjustments so that disabled people are not put at a substantial disadvantage. We take that seriously rather than minimally.
2. The standard we work to
We aim to meet the Web Content Accessibility Guidelines version 2.2 at level AA. This means, among other things, that you should be able to:
- navigate the whole site, including booking and the health assessment, using a keyboard alone;
- use it with a screen reader such as NVDA, JAWS, VoiceOver or TalkBack;
- zoom to 400% without losing content or having to scroll sideways;
- change colours, contrast and fonts through your browser or operating system;
- read text against a background with sufficient contrast;
- take as long as you need, without being timed out unexpectedly; and
- understand error messages and know how to fix them.
3. How well we currently do
We have not yet had the site independently audited, so we do not claim full compliance. We have built to the standard above and we test as we go. We would rather say that than claim a certification we do not hold.
If you hit something you cannot use, please tell us. It is genuinely useful and we will fix it or find you another way to do what you were trying to do.
4. If you need something in a different format
We can provide our documents — terms, privacy information, treatment information and correspondence — in large print, plain text, easy read, audio or another format. There is no charge and you do not need to explain why.
Contact hello@doctor.uk. We will normally reply within 5 working days and tell you when to expect it.
5. Adjustments to your care
Accessibility is not only about the website. If you need an adjustment to take part in the service, tell us and we will arrange it. For example:
- a longer consultation, or one broken into shorter parts;
- a British Sign Language interpreter, or an interpreter in another language;
- a telephone consultation instead of video, or video instead of telephone;
- written confirmation of what was discussed and agreed;
- a supporter, carer or advocate present, with your consent;
- information sent in a specific format or to a specific address; or
- help completing the health assessment, including by phone with a member of staff.
Tell us when you book, or at any point afterwards. Adjustments are recorded so you do not have to ask again each time.
6. Reporting a problem
If you find something you cannot use, contact hello@doctor.uk and tell us the page and what happened. We will acknowledge within 5 working days, tell you what we can do and by when, and offer another way to do what you were trying to do in the meantime.
If you are not happy with our response, you can complain through our Complaints Policy. You can also contact the Equality Advisory and Support Service, which advises on the Equality Act.
7. How we test
We check accessibility whenever we make significant changes and review the site in full at least once a year. The health assessment is included in that testing, not exempt from it. Automated checks are supplemented by manual keyboard and screen reader testing.