Accessibility policy

1Purpose and scope

This policy sets out how CogMission makes sure everyone can use our services, including people with disabilities, people living with memory problems or dementia, and the family members and carers who support them.

It covers our clinic appointments, video calls, workshops and events, our website, and everything we send you, including emails, reports and guides.

2Our commitment

Under the Equality Act 2010, we have a duty to make reasonable adjustments, so that disabled people aren’t at a disadvantage when using our services. We plan ahead for this, rather than waiting to be asked. We never charge for an adjustment.

3Appointments and the clinic

Tell us what would help when you book, or at any time. Depending on your needs, we can:

• Offer a longer appointment, or split it into shorter sessions
• Offer a video call instead of a visit to the clinic
• Welcome a family member, carer or friend to join you
• Send a written summary after your appointment
• Give you forms on paper, or go through them with you by phone

We’ll make a note of your needs, with your permission, so you don’t have to explain them each time.

4Supporting people with memory problems

• We send appointment reminders, and can send them to a family member or carer too, if you agree
• We give information one step at a time, and check it’s clear
• With your written permission, we can talk to someone you trust about your care

We respect your right to make your own decisions, and only share information as described in our privacy policy.

5How we communicate

• We write in plain English and explain any medical terms and abbreviations
• Information is available in large print, by email or read out over the phone
• You can always contact us by phone, email or post, whichever suits you best

6Workshops and events

When you book a workshop or event, we’ll ask whether you have any access needs. We’ll share joining instructions in advance, and tell you about access to the venue for in-person events. We’ll provide any handouts in a format that suits you.

7Our website

We aim to meet the WCAG 2.2 standard at level AA. We check new pages before they go live and add descriptions to images. We also review the captions on our videos. Our accessibility statement explains what works well and what still needs fixing.

8Other services we use

We use services such as Practice Better for bookings, YouTube for videos and email providers for newsletters. Where we can, we choose services that are accessible. If any of them doesn’t work for you, you can always book, ask questions or get information from us by phone instead.

9Who is responsible

Our Clinic Directors, Charmaine Shepherd and Jean Dow, are responsible for this policy. Everyone who works with CogMission is made aware of it and of how to support people who need adjustments.

10Feedback and complaints

If we haven’t met your needs, please tell us by calling 0131 235 1238 or emailing info@cogmission.co.uk. We’ll listen, put things right where we can, and learn from it.

If you’re still unhappy, the Equality Advisory and Support Service gives free advice on equality and discrimination across England, Scotland and Wales.

11Reviewing this policy

We’ll review this policy every year, and sooner if the law changes or our services change. Last reviewed: October 2026.