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Tottenham Hotspur FC makes policy mainstream provision

Following customer experience work with Tottenham Hotspur FC and grassroots engagement for their award winning Hotspur Foundation, the club asked Enabled City to provide easy read consultancy on their safeguarding policy.

“Everyone should feel safe and not be abused by others. Safeguarding means protecting children and adults to be safe from abuse or neglect”. 

Enabled City’s expertise in making policy into mainstream provision comes from working with the NHS, we feel information should be inclusive, fun to access and accessible to those at the national reading age being that of an educated 11 year old (BBC).

Tottenham Hotspur FC Premier League safeguarding

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Safeguarding: making process accessible

Information should be fun, represent our diverse communities and be accessible

Following our Tottenham Hotspur FC fan excellence work and TH Foundation independent travel project we’re making clubs our Word-Bank engagement software and easy-read desktop publishing services to:

  • Help with wider community engagement
  • Make policy and procedure accessible

“Accessible” means that the following people can understand your written and electronic material:

  • People at the national reading age of an educated 11 year old (BBC)
  • People with learning, physical (way-finding maps) and sensory disabilities
  • People speaking English as a second language

Ensuring policy becomes mainstream

Word-Bank is a BBC Innovation Lab awarded literacy tool helping online engagement and “understandability” rather than just readability.
Word-Bank’s platform was recently redeveloped via an NHS England contract, the new system boasts:

  • Effortless integration, you just add a few few lines of code then choose which dictionaries to automatically link back to your website
  • Cross platform working on mobile, tablet, desktop and intranets
  • Enabling clients to control branding
  • Clients being able to contextualise instances of definitions locally
  • Providing clients with custom dictionaries

For an example see Word-Bank added to the FA’s Equality Policy or other articles on Word-Bank.

Easy read design services

Easy Read desktop publishing

Easy Read is where we convert client documents into clear, accessible language and use photographic images to support text with pixel perfect design.

Earlier safeguarding projects include NHS London’s accessible complaints leaflets, produced with health professionals, front line clinicians and people with disabilities.
We make the process simple, following copy being signed off centrally we provided each London Acute Care trust with a locally personalised PDF document to help patients understand that when things go wrong:

  • It’s not their faultSafeguarding with Tottenham Hotspur FC
  • There is a complaints process
  • We’re sorry this happened
  • You will be treated with privacy, respect and dignity and basic human rights
  • Mini case studies of people who had engaged in the process and improved services
  • Local branding, phone numbers, language and walk in support services

Safeguarding related projects with NHS providers

  • Making a Welcome Pack accessible for people who have been sectioned
    • licensing Word-Bank and custom definitions to help their entire websites accessibility.
      The easier to read Welcome Pack will be provided in website format to be easily copy and pasted into their main website.
    • Easy Read leaflets for Community Mental Health Services (CAMHS)
    • Easy Read leaflets for Patient Report Experience Measure (PREM)
    • Easy Read leaflets for Patient Report Outcome Measures (PROM)
    • Easy Read leaflets for Accessible Safeguarding and Complaints, personalised to 7 locations

Greenwich CCGlogo-Greenwich-CCG

  • Engagement videos helping patients understand the Continuing Health Care pathway
  • Personal Health Budgets
    • Easy Read leaflets explaining the PHB process, information was aimed to accessible to family carers who often speak English as a second language and people with learning disabilities
    • Licensing Word-Bank’s automated jargon busting software to improve online engagement with people accessing services and staff

NHS England

    • Consulting on the new accessible information standard being mandated in early 2015.


For a live Word-Bank example see a copy of the Football Association’s Equality Policy.

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Greenwich CCG – Personal Health Budgets

Greenwich CCG commissioned Enabled City to provide easy-to-read patient leaflets that explain the Personal Health Budget process and licensed Word-Bank’s automated jargon busting software to improve online engagement with people accessing services and staff.
The information was aimed to be easily accessible to family carers who often speak English as a second language, and people with learning disabilities.


What is a Personal Health Budget?

A personal health budget is an amount of money that is spent on meeting the healthcare and wellbeing needs of people, generally those with a long term illness or disability. The NHS wants to make it easier for people and for them to get the NHS care that best suits them. Having a personal health budget is one way to achieve this.

Clients with a personal health budget can use it for a range of things to help you meet health and wellbeing goals, logo-PHB-not-allowedfor example therapies, personal care and equipment.

Personal Health Budgets are not allowed to be spent on things like gambling, debt repayment, alcohol or tobacco, or anything unlawful.

Types of Personal Health Budget

Notional budget – No money changes hands. You find out how much money is available and talk to your doctor or care manager about the different ways to spend that money on meeting your needs. They will then arrange the agreed care.

Direct payment – You get the cash to buy the services you and your doctor or care manager decide you need. You have to show what you have spent it on, but you buy and manage services yourself. A personal health budget is not the same as a direct payment.​

Real budget held by a third party – A different organisation or trust holds the money for you, helps you decide what you need and then buys the services you have chosen.

Applying for a Personal Health Budget in Greenwich

NHS Greenwich​ Clinical Commissioning Group offers Personal Health Budgets to anyone receiving NHS continuing healthcare but do not need to be in hospital. For example this may be provided for people with learning disabilities or people who are physically frail.

NHS Greenwich CCG Personal Health Budget leaflets

Go through the Personal Health Budgets leaflets in this order

  1. PHB Information for Patients & Families
  2. PHB Personal Health Budget Process
  3. PHB Direct Payments

Follow this link for easy-to-read leaflets or visit contact Greenwich