Pictorial Communications Handbook
The Pictorial Communication Handbook was developed with the aim
to overcome communication barriers with patients with learning
disabilities and patients with language barriers or communications
problems who were using Patient Transport Services.
The Pictorial Communication Handbook has enabled North West
Ambulance Service (NWAS) to enhance the patient experience for
patients with learning disabilities. It has allowed NWAS to
overcome fears which were preventing use of services and enhance
the health and safety of patients. It was developed with the full
involvement of patients and patient groups.
A working group was formed to develop and produce this handbook,
led by Caroline Stubbs, Care Assistant, Stockport Patient Centre
and the following key stakeholders:
- Human Resources Advisor
- PTS Care Assistant
- PTS Clinical Practice Trainers
- PTS Supervisor - NWAS Merseyside
- Assistant Divisional Managers - NWAS Merseyside/Manchester
- Person Centred Planning Co-ordinator - Salford City
Council
- Lead Total Communications Coordinator - Salford City
Council
- Quality Assurance Officer - Salford City Council
HOW WE GOT THERE.............

A draft handbook was shared with Learning Disability groups and
users before being developed in a pilot form for trial within the
service. The trial was run within an area of NWAS.
The final Pictorial Communication Book was then produced and its
implementation, supported by training, has now been carried out
across the North West.
Detailed training from Salford was given to in-house NWAS
trainers who then delivered appropriate training to all Patient
Transport Service staff to give them an overview of total
communications and enable them to use the book flexibly and
appropriately.
The book is not designed to be used from cover to cover but to
be dipped into and the appropriate messages, tailored to the
individual needs of patients. It provides a toolkit to support the
individualised care and communication needs of patients.
The pilot proved to be a great success, and as a result, 1000
copies of the handbook were issued to Patient Transport vehicles to
further support patients with language difficulties in their
communication thus enabling them to be transported safely with
dignity and respect.
The handbook made it to the final three for the Adopt, Adapt and
Improve category at the 2009 Health and Social Care Awards. The
awards, run by the NHS Institute, recognise the excellent work
being done by NHS, social care and voluntary organisations.
Unfortunately the handbook didn't win, but it was a great
achievement of the team to be nominated.
Due to the success of the hand book, the group has now produced a
version of the handbook for the Paramedic Emergency Service and
issued to all emergency vehicles.