Assistance Dogs Policy
Last Updated: Monday, 20 April 2026The Equality Act makes it unlawful for disabled people to be treated less favourably than people to whom the disabilities do not apply although it does recognise limited circumstances in which there may be ‘justification’ for treating a disabled person less favourably.
The practice recognises that Assistance Dogs are not pets and are legally permitted to accompany their owners. Access will only be restricted in exceptional circumstances following a risk assessment.
Under Section 29 of the Equality Act, the Practice is legally obliged to make all reasonable adjustments to ensure that disabled people have equal access to our services. Assistance Dogs are a vital element of support for many individuals with disabilities.
Oversight of this policy and its implementation is provided by the Practice Manager, supported by the Infection Control Lead and Lead GP Partner. Compliance and any issues are reviewed at Practice meetings.
Staff will receive awareness training on supporting patients with Assistance Dogs as part of equality and infection control training.
This policy aims to:
Minimise the restrictions of access to Assistance Dogs.
Reduce the potential for distress to owners of and the Assistance Dogs themselves. Inform staff and other Patients on the requirements for Assistance Dogs.
Minimise the time Assistance Dogs and their owners must be separated.
Ainsdale Medical Centre is committed to providing services that are equally accessible and responsive to all sections of the community.
This policy is intended to facilitate the best interests of Assistance Dog users, the Assistance Dogs themselves and our staff.
All Practice Staff should have a clear understanding of the Assistance Dog Policy and be aware of the different types of support provided by Assistance Dogs, as well as the support needs of patients when a patient or visitor has been separated from the Assistance Dog. It is important that staff recognise the Assistance Dog is a working dog and should try to minimise distractions.
Definition of an Assistance Dog
An Assistance Dog is one which has been specifically trained to assist a person with a specific disability, and which has been qualified by one of the organisations registered as a member of Assistance Dogs (UK):
Guide Dogs for the Blind Association
Hearing Dogs for Deaf People
Dogs for the Disabled
Canine Partners
Support Dogs (not always officially registered)
Recognised Assistance Dogs UK organisations
Types of Assistance Dogs:
Guide Dogs assist people who are blind or are visually impaired. They usually wear a white working harness with yellow reflectors and tags on their collar.
Hearing Dogs assist people who are deaf or are hearing impaired.
A Hearing Dog communicates by touching its owner, then indicating the source of the sound. The dog will alert its owner to a variety of sounds, including the doorbell, smoke alarm, baby alarm, and alarm clock.
Practice Staff should be aware that Hearing Dogs may jump up onto their companion if telephones or alarms sound.
Typical standards of behaviour of Assistance Dogs
Assistance Dogs are highly trained, certified animals and distinguishable from pets in the following ways:
Wearing a special harness and collar tag.
Are carefully taught how to be well behaved in public places.
Will sit or lie quietly on the floor next to its owner.
Are trained to go to the toilet on command.
Assistance Dogs are exempt from usual hygiene rules by the Institute of Environmental Health Officers, and their owners are given a card to carry with them which explains this.
Hygiene and Cleanliness Guidance
When an Assistance Dog is/has been on the Practice Premises, particular attention will be given to hygiene and cleanliness.
Infection control measures will be applied proportionately and in line with standard precautions.
Hand Hygiene
All staff must ensure proper handwashing with soap and water, or use alcohol hand gel, prior to and after any contact with an Assistance Dog. This will ensure the safety of all Patients and the Assistance Dog.
All Patients that come into contact with or handle an Assistance Dog will be encouraged to wash their hands with soap and water.
All Assistance Dog owners should wash their hands with soap and water after handling their Assistance Dog and before coming into contact with patients.
General Cleanliness
All areas of the Practice where an Assistance Dog has been are to be reported to the Practice Cleaning Staff, who will ensure it is thoroughly cleaned with general-purpose detergent.
Any equipment that has come into contact with the Assistance Dog should be cleaned with general-purpose detergent or alcohol impregnated wipes, where the use of general-purpose detergent is inappropriate.
If necessary, all animal body fluids should be treated as human waste. Personal Protective Equipment should be worn, and all surfaces should be cleaned with a 10,000 ppm HazTab solution.
General Guidance
The Practice will not routinely request proof of certification, in line with Equality Act guidance, but may seek clarification where appropriate to ensure safety.
The Practice will place an alert of the patient record so measures below are followed if a face-to-face appointment is booked.
Any incidents, concerns, or complaints relating to Assistance Dogs must be reported via the Practice Significant Event process. Incidents are reviewed, and learning is shared with staff.
Risk assessment approach
A risk assessment will be undertaken where necessary to balance the needs of the Assistance Dog user with those of other patients (e.g. allergies, phobias, immunocompromised patients).
Face-to-face appointment:
Where there are conflicting needs (e.g. severe allergies), the Practice will make reasonable adjustments for all patients, such as room allocation, appointment timing, or alternative arrangements.
Patients are asked not to arrive early for their appointment, and the Clinician will do their best to see them on time.
The Assistance Dog is to remain with the Patient at all times, even if the Patient requires tests or treatment. During consultations and examinations, actual physical contact with an Assistance Dog by Practice Clinical Staff will be avoided if possible.
When it is known that an Assistance Dog will be accompanying a Patient for a consultation, the Practice will notify the clinician by adding a comment to the appointment and tasking them to ensure they are comfortable with a dog in their consulting room.
Should the only available clinician have a reasonable reason to decline treatment due to their own medical conditions or beliefs, the Practice will make reasonable measures to provide an alternative appointment, this may be on another day.
Should an incident involving an Assistance Dog occur, the Practice will create a ‘Significant Event’ record.
Assistance Dog Owner’s Responsibilities
It is the owner’s responsibility to ensure that the Assistance Dog’s toileting and feeding requirements are met.
Members of staff are not responsible for the care of Assistance Dogs.
Practice Reception staff will advise the owner on arrival at the Practice that in the event an Assistance Dog fouls anywhere on Practice Premises, it is the owner’s responsibility to report this and to clean/remove this from the Practice.
The owner should ensure the dog is fit and well, and care regimes follow guidance provided by Assistance Dogs UK.
The owner should follow the Practice infection control policy, including the use of hand gel provided for all Patients and visitors.
Other Pets
No other pets should be brought onto the practice premises without prior agreement with the practice, as this may pose a risk to other patients, staff, or visitors. Agreement would need to be sought prior to each potential visit, with notice to allow the surgery to contact staff and patients who are also due at the practice. If the agreement has been sorted and sanctioned by the practice, the owner is responsible for their animal’s behaviour and should ensure it is properly controlled. Staff can request that the animal is removed at any point if it is causing distress, disruption or harm to a patient, staff member or visitor, which may mean that the patient/owner needs to be prepared that this may mean missing or cutting short their appointment.
The practice will ensure safe and accessible services are maintained in line with its Business Continuity Plan.