Accessibility statement for Patients Know Best software 

This accessibility statement applies to Patients Know Best.  Patients Patients Know Best is a web application accessed by the following domains https://my.patientsknowbest.com/ ,  https  https://eu.patientsknowbest.com/ and https://in.patientsknowbest.com/. The website is run by Patients Know Best.

On the PKB websites users can:

• change colours, contrast levels and fonts

• understand text & images even if you are colourblind

• zoom in up to 300% without the text spilling off the screen

• navigate most of the website using just a keyboard

• navigate most of the website using speech recognition software

• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

• change text into 22 different languages 

• use PKB on any device, for example, narrow-width smartphones to wide desktops

...

How accessible this website is

While our website is largely accessible, some elements may not fully meet WCAG 2.2 AA standards, mostly on legacy forms or pages. PKB is working through all our screens to improve accessibility to comply with the WCAG 2.2 AA standards fully. 

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

...

Medical records include documents or files provided to us by third parties (e.g. healthcare providers) which may not be accessible. These may include scans of records or handwritten letters.

...

Some of our non-text elements are missing proper labelling (1.1.1)

...

Page landmarks are not identified on all of the pages; some of our tables are not associated with their headers and some input elements are not associated with a label or the label doesn’t clearly identify the input’s purpose (1.1.3, 1.3.6)

...

Some page functionality is not available using the keyboard alone (2.1.1)

...

Some pages don’t have a clear descriptive and informative page title (2.4.2)

...

In some cases the purpose of a link cannot be determined from the link text alone and/or it's missing proper labelling (2.4.4)

...

Some components have no clear visual indication of focus (2.4.7)

...

Some icons do not meet the minimum hit area of 24x24px or the same area with enough space around it. This is a new AA requirement.  (2.5.8) 

...

Some form elements that require a specific format don’t provide this information (3.3.1)

...

Any new features added from November 2021 were built to meet all WCAG 2.1 success criteria and any new features added from December 2023 meet all WCAG 2.2 success criteria. We are systematically working through legacy features and pages to meet the 2.2 success criteria.

A full list of failures can be found below https://pkbdev.atlassian.net/wiki/spaces/MAN/pages/edit-v2/4062838951#Non-compliance-with-the-accessibility-regulations.

Feedback and contact information

...

Non-compliance with the accessibility regulations

• Medical records include documents or files provided to us by third parties (e.g. healthcare providers) which may not be accessible. These may include scans of records or handwritten letters.

• A few non-text elements are missing proper labelling. This fails WCAG 2.2 success criterion 1.1.1. We plan to update these components by March 2025.

• Page landmarks are not identified on all of the pages; some of our tables are not associated with their headers and some input elements are not associated with a label or the label doesn’t clearly identify the input’s purpose. This fails WCAG 2.2 success criterion 1.1.3 & 1.3.6. We plan to update these components by March 2025.

• On some pages the information structure cannot be programmatically determined. This can introduce reading and navigation issues. This fails WCAG 2.1 2 success criterion 1.3.1. We plan to update these components by December 2024March 2025.

• On some pages a link to skip navigation is not provided. This fails WCAG 2.1 2 success criterion 2.4.1. We plan to update this component by December 2024March 2025.

• On some pages there are empty headers. People using a screen reader often navigate using heading elements. An empty heading will present no information and may introduce confusion. This fails WCAG 2.1 2 success criterion criteria 1.3.1 and 2.4.6 We plan to update this component by December 2024March 2025.

• Some page functionalities are not available using the keyboard alone, therefore people using a screen reader cannot access this content. This fails WCAG 2.1 2 success criterion 2.1.1. We plan to update these components by December 2024March 2025.

• Some pages don’t have a clear descriptive and informative page title. This fails WCAG 2.1 2 success criterion 2.4.2. We plan to update these pages by December 2024March 2025.

• In some cases the purpose of a link cannot be determined from the link text alone and it’s missing proper labeling. This fails WCAG 2.1 2 success criterion 2.4.4. We plan to update these components by December 2024March 2025.

• Some form labels are not informative This fails WCAG 2.2 success criterion 2.4.6. We plan to update these components by March 2025.

• Some components have no clear visual indication of focus. This fails WCAG 2.1 success criterion 2.4.7. We plan to update these components by December 2024March 2025.

• Some icons do not meet the minimum hit area of 24x24px or the same area with enough space around it. This is a new AA requirement .  ( 2.5.8).   We plan to update these components by December 2024.

• Some form elements that require a specific format don’t provide this information. This fails WCAG 2.2 success criterion 3.3.1. We plan to update these cases by March 2025.

• Some forms are missing instructive fieldsets or legends (Legacy choose privacy) This fails WCAG 2.2 success criterion 3.3.12. We plan to update these cases by December 2024March 2025.

• In some cases error messages don’t get focus and are not announced to screen readers. This fails WCAG 2.1 success criterion 4.1.3. We plan to update these cases by December 2024March 2025.

• Any new features added from November 2021 to meet all WCAG 2.1 success criteria.

• Any new features added from December 2023 to meet all WCAG 2.2 success criteria. 

...

• Some of the interactive forms are missing a label or an aria-label in languages other than englishEnglish

We believe that fixing this issue would be a disproportionate burden within the meaning of the accessibility regulations.

...

Patients Know Best (PKB) displays files sent into records from third parties (e.g. healthcare providers) for users in formats such as PDF & video files. As this content is not produced or controlled by PKB, We do not have the ability to decrypt these documents or change them.

What we’re doing to improve accessibility

We are working through all our screens to improve accessibility to fully comply with the WCAG 2.2 AA standards.  So  So far:

• Our internal UX team has done an accessibility audit of our top 16 most visited pages. The audit includes the findings listed in this statement.

• We have allocated developer resources to work on fixing accessibility issues. 

• Once we have completed fixing the accessibility issues we will ask a third party to complete an official accessibility audit.

• All our frontend front-end developers and product team members have been trained in the latest accessibility standards.

• Our new design guidelines are accessibility compliant.

• Specifications for upcoming features have an accessibility section to ensure all new updates meet the guidelines for WCAG  2.2 AA standards.

Preparation of this accessibility statement

This statement was prepared on 11th November 2020. It was last reviewed on 21st November 2023& updated on 22nd August 2024.

Patients Know Best website was last tested on 21st 29th July 20232024. The test was carried out by the Patients Know Best product team. To test the accessibility, we took a sample of 16 pages that were accessed most frequently by our users.