2.1 Premises
You should review your premises at least once every two years. You should look at the following:
- suitability of location to your catchment area,
- accessibility for those with particular physical or sensory needs or with reading and communication difficulties,
- level of provision such as confidential interview rooms.
You should produce this as an action plan or strategy paper.
As a minimum all agencies providing an advice service on the premises must have the following:
adequate public reception and waiting room,
private interviewing rooms that are sound-proofed and not visible to other users,
private office for follow-up work,
accessible and adequate toilet facilities,
means of occupying children of your users.
The quality and maintenance of your premises play a very important role in ensuring access to your service. Visiting a publicly-available service can be very stressful and intimidating, particularly if you are upset. Your premises should therefore be suitably located, easily accessible and welcoming.
Physical barriers to access can be one of the most difficult factors in reducing overall access to information and advice. It is important that agencies develop disability awareness in all aspects of their work, and this is particularly important in relation to premises. As well as wheelchair access, there are other things that should be considered. For example, careful use of lighting and colour with directional signs can help people with visual impairment. Induction loop systems can help hearing aid users.
The layout of your reception area is important in order to ensure that people feel welcome. For example, the height of reception desks can make wheelchair users feel unwelcome.
The availability of confidential interview space has been set as a minimum standard to ensure that service users receive a confidential and private service. However, office-based advice sessions are not the only way of delivering a service. You may wish to consider other means of confidential service delivery such as home visits or telephone advice.
A private office for follow-up work helps to ensure confidentiality.
You must provide toilets that both staff and service users can access, and one of these should be adapted for people with mobility problems. Disability groups can provide more detailed specifications. However, such toilets should provide wheelchair access, a raised seat, handrails, a wheelchair-level washbasin and a call system in case of emergencies. Ramps and doors with hinges that make entry easier are also important for people with mobility problems.
You should consider the needs of parents and children when planning your premises. Distractions for children, such as the provision of toys and books, may help the parent to access your service.
The involvement of disabled people can help avoid problems.
The adaptations that you make to improve access for your service users can be beneficial in terms of your staff and volunteers as well.
Improving disabled access to premises means that agencies can recruit both disabled staff and disabled volunteers.
Finally, the general aspect of premises is important. Very basic and
cost-effective means of brightening up premises can make the centre a more welcoming place. Painting and decorating, using pictures and plants, and the arrangement of the furniture can all make a difference between a depressing environment and one that feels friendly.
Go to the next page: Standard Two - Developing Your Service to Ensure Accessibility
(c) Scottish Accessible Information Forum, 2007
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