Accessibility Statement

1. Our accessibility commitment

ExieCare is designed to help people understand NHS correspondence, manage healthcare appointments, and know their patient rights — without needing to navigate complex or unclear information alone. Accessibility is central to that purpose.

We aim to make ExieCare usable by as many people as possible, including people with disabilities, neurodivergent users, older users, and people using assistive technologies such as screen readers.

2. Accessibility standards

We aim to follow the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA where reasonably possible.

As ExieCare is an early-stage product, some areas of the service may not yet fully meet these standards. We will continue improving accessibility as the product evolves.

3. What we are doing to support accessibility

We are working to make ExieCare accessible by focusing on:

• Plain-English AI explanations of NHS letters and hospital correspondence, designed to reduce the burden of interpreting clinical language.
• Clear, structured summaries of appointments — including what to expect and how to prepare — so that information is easy to act on.
• Readable typography, sufficient spacing, and strong colour contrast throughout.
• Keyboard-friendly navigation across all main features.
• Meaningful page headings and a consistent, predictable layout.
• Accessible form labels, validation messages, and error states when uploading documents or interacting with features.
• Responsive layouts that work on mobile, tablet, and desktop devices.
• Support for screen readers and assistive technologies.
• Minimal visual noise and cognitive load, particularly important for healthcare contexts where users may already be stressed or unwell.

4. Neurodivergent-friendly design

NHS and healthcare correspondence is often dense, inconsistent, and difficult to parse — particularly for neurodivergent users, people with anxiety around medical information, or those unfamiliar with clinical terminology.

ExieCare is designed to be calm, structured, and clear. Our AI-powered explanations break down letters into plain language, highlight key dates and actions, and flag relevant NHS rights without overwhelming the user with unnecessary detail.

Features such as appointment preparation notes, the rights checker, and the contextual chat assistant are all designed with reduced cognitive load in mind — giving users one clear step or piece of information at a time.

5. Known limitations

ExieCare is still developing, and some parts of the service may be improved over time. Known or possible limitations include:

• Uploaded documents that are scanned, low resolution, or handwritten may not be processed accurately by our document extraction service, which can limit the quality of the AI-generated explanation.
• AI-generated summaries and explanations are based on the content extracted from your document and may not always capture every detail of the original letter.
• Some third-party interfaces — such as the Stripe checkout for ExieCare Plus or the AWS Cognito sign-in flow — have their own accessibility characteristics that are outside our direct control.
• The chat assistant responds in text and is not currently able to produce audio output or alternative formats directly.
• Newer features may require additional accessibility testing after release.

We will review and address these areas as ExieCare develops.

6. Third-party services

ExieCare uses a number of trusted third-party services to provide core functionality, including AWS Cognito for authentication, Stripe for subscription billing, and Amazon Textract for document processing. These services may present their own interfaces or embedded experiences at certain points in the user journey.

We aim to integrate these providers in an accessible and consistent way, but we do not have full control over the accessibility of their own platforms.

7. NHS letters and uploaded documents

NHS and hospital correspondence can vary widely in format, quality, and layout. While ExieCare uses AI to extract and explain the content of uploaded documents, the accuracy of that explanation depends in part on the quality of the original document.

We recommend uploading clear, readable documents where possible. If a letter is scanned poorly or difficult to read, ExieCare may not be able to produce a complete or fully accurate explanation. In these cases, we encourage users to contact their GP or hospital directly for clarification.

ExieCare is not a substitute for medical advice. AI-generated explanations are intended to help you understand your letter, not to replace guidance from your healthcare provider.

8. Feedback and contact

We welcome feedback about accessibility. If you encounter a barrier while using ExieCare — or if you need information in a different format — please contact us at hello@exiecare.co.uk.

When contacting us, it helps to include the page or feature you were using, a description of what went wrong, and the assistive technology or device involved, if relevant.

9. Ongoing improvement

Accessibility is an ongoing process. We will continue reviewing ExieCare as new features are added — including document upload, the rights checker, appointments, and the AI chat assistant — and as we receive feedback from users.

We may update this Accessibility Statement from time to time to reflect changes to the service, accessibility improvements, or newly identified limitations.