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Accessibility statement for European Health Insurance Card Online and Identity Provider (EHIC)

This accessibility statement applies to European Health Insurance Card Online and European Health Insurance Card Identity Provider (EHIC).

This website is run by the NHS Business Services Authority. We want as many people as possible to be able to use this website.

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible, as:

  • navigation does not follow appearance order when using Tab or Shift tab keys
  • skip links including ‘Skip to main content’ have not been implemented on any EHIC page
  • all images do not include alternative text to describe the image
  • no use of timeout warnings have been used across all pages
  • some EHIC pages block mouse operations for example the right click function
  • most EHIC pages share common page titles and, in most scenarios, they are not elaborative for screen reader users
  • most EHIC pages have issues navigating to error messages
  • all EHIC pages headers, located at the top of the page, contain empty or duplicated links
  • all EHIC pages have buttons with low contrast
  • most EHIC pages have low contrast for error messages
  • it may not be possible to navigate the website using speech recognition software
  • it may not be possible to navigate the website using a screen reader
  • it may not be possible to navigate the website using a keyboard
  • it is not possible to zoom in up to 300% without the text spilling off the screen
  • it is not possible to adjust the screen size without content appearing off-screen
  • it is not possible to adjust colours, contrast and fonts

How to request content in an accessible format

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, you can contact us by:

Email: nhsbsa.accessibility@nhs.net

Phone: 0191 203 5318

Find out about call charges

We’ll consider your request and get back to you in 5 working days.

These contact details are only for accessibility queries. This inbox is not for technical queries or IT problems. If you have a query that is not about accessibility, go to the ‘Contact us’ section of this document.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems that aren’t listed on this page or think we’re not meeting accessibility requirements, you can contact us by:

Email: nhsbsa.accessibility@nhs.net

Phone: 0191 203 5318

Find out about call charges

These contact details are only for accessibility queries. This inbox is not for technical queries or IT problems. If you have a query that is not about accessibility, go to the ‘Contact us’ section of this document.

We also provide a text relay service for people who are D/deaf, hearing impaired or have a speech impediment. Call us on 18001 0191 203 5318.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’).

If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contact us

For all queries not accessibility related, you can contact us by:

Email:  nhsbsa.ehicapplicationsohs@nhs.net

Technical information about this website’s accessibility

NHS Business Services Authority is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is not compliant with the Web Content Accessibility Guidelines version 2.1 AA standard. The non-compliances are listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

The content listed below is non-compliant with the accessibility regulations because of the reasons stated under the following ‘Disproportionate burden’ section.

Disproportionate burden

Navigation and accessing information

Focus order of pages are not in sequence with appearance order, so people using keyboard navigation cannot access this information in order. This fails WCAG 2.1 success criterion 2.4.3 (focus order).

Skip links including ‘Skip to main content’ have not been implemented on any EHIC pages, so people using keyboard screen readers will not be able to skip the repeated content. This fails WCAG 2.1 success criterion 2.4.1 (bypass blocks).

All images do not include alternative text to describe the contents of the image, so people using screen readers will not have access to this information. This fails WCAG 2.1 success criterion 1.1 (text alternatives).

There is no use of timeout warnings across all pages, so people will not be aware of a timeout and may lose access to information. This fails WCAG 2.1 success criterion 2.2.6 (timeouts).

Some EHIC pages cannot be navigated with just a mouse, so people using only a mouse to navigate may not have access to information or progress the service. This fails WCAG 2.1 success criterion 2.5.2 (pointer cancellation).

Most EHIC pages share common page titles, so people using screen readers may not understand the page contents. This fails WCAG 2.1 success criterion 2.4.2 (page titled).

Most EHIC pages have issues navigating to error messages, so people may not be aware of any errors. This fails WCAG 2.1 success criterion 3.3.1 (error identification).

All EHIC pages have buttons with low contrast, so people may not be able to change the colour and contrast of the page contents. This fails WCAG 2.1 success criterion 1.4.3 (contrast, minimum).

All EHIC error messages have low contrast, so people may not be able to change the colour and contrast of the page contents. This fails WCAG 2.1 success criterion 1.4.3 (contrast, minimum).

It may not be possible to navigate the website using a keyboard. This fails WCAG 2.1 success criterion 2.1.1 (keyboard).

Interactive tools and transactions

All EHIC pages header space contain empty or redundant links, so people will not have access to this information. This fails WCAG 2.1 success criterion 2.4.9 (link purpose, link only).

It may not be possible to navigate the website using speech recognition software. This fails WCAG 2.1 success criterion 4.1 (compatibility).

It may not be possible to navigate the website using a screen reader. This fails WCAG 2.1 success criterion 2.1.1 (keyboard).

It is not possible to zoom in up to 300% without the text spilling off the screen. This fails WCAG 2.1 success criterion 1.4.19 (reflow).

It is not possible to adjust the screen size without content appearing off-screen. This fails WCAG 2.1 success criterion 1.3.4 (orientation).

It is not possible to adjust colours, contrast and fonts. This fails WCAG 2.1 success criterion 1.4.3 (contrast, minimum).

We’ve assessed the cost of fixing the issues with navigation and accessing information, and with interactive tools and transactions. We believe that doing so now would be a disproportionate burden within the meaning of the accessibility regulations.

We are currently building a new EHIC portal which will meet accessibility standards.

Content that’s not within the scope of the accessibility regulations

PDFs and other documents

Not applicable.

Live video

Not applicable.

What we’re doing to improve accessibility

We are currently building a new European Health Insurance Card online service which will be compliant to WCAG 2.1 ‘AA’ standard.

Our accessibility compliance statement will be reviewed every six months. Every new released website will be designed, built and tested to meet ‘AA’ standards by default.

Preparation of this accessibility statement

This statement was prepared on 4 September 2020. It was last reviewed on 9 September 2020.

This website was last tested on 7 August 2020. The test was carried out by the NHSBSA test team.

We tested all of the website screens to meet ‘AA’ WCAG 2.1 standards, using manual and automated tests.

We run each webpage through automated Wave, Lighthouse and Axe accessibility tools then manually test with screen readers (NVDA or Voice Over) and standards checklists.

These checklists contain standards that have been compiled using WCAG, NHS service manual and GDS guidance.