Enter and view: Castleton Road Surgery, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Castleton Surgery on 3rd July 2017, to check if the Accessible Information Standards have been implemented at the surgery, thereby ensuring that the needs of people with communication impairments and other disabilities are being met. The visit involved observing the external and internal areas of the surgery and speaking to the practice manager and other staff in order to identify any issues or challenges that someone with an impairment might face when using the facilities in the surgery.

HW volunteers (two of which had communication impairments) also checked the surgery website to find out how accessible it is. They found that it wasn’t possible to change the size of the text or the colour of the background on the website. However, the images had text descriptions and one can navigate the entire website without a mouse. The information was written in plain English and there was no audio content.

The representatives reported that the outside of the premise provided clear signage but the surgery’s name cannot be seen from a distance, accessible parking is not sufficient, but patients can be dropped off easily as there is a level entrance to the surgery.

The observations made inside the surgery wer :

The lighting in the corridor was poor and staff were not very receptive or attentive to the patients walking in, signage to the consulting rooms and the toilets was not that clear, the fire exists were not that noticeably signed, and the fire alarms did not have flashing lights.

No complaints policy was found by the representatives and the noticeboard was cluttered and difficult to read. The electronic screen, informing the patients it was their turn, was in bold big font. There was a poster telling people to inform staff about their communication needs and interpreter service.

HWR reps spoke to the receptionist who had a good understanding i=of accessible information. Patients with impairments are flagged by the computer and then the clinician comes out to receive them. Not much training has been provided to the staff.

HW reps spoke to 4 patients but only one of them had communication impairment. None of the patients were asked about their communication needs when registering, and the patient with the visual impairment said that any information that he is unable to understand would be conveyed to his son.

The report made the following recommendations:

To make the website more accessible.

A communication handbook should be made available in reception.

Reduce reliance on carers and family members to communicate with patients.

More training for staff; changing the fire alarms to ones with a flashing light.

An accessible complaints policy made available and signage to the second fire exit .

A procedure needs to be placed to identify communication needs for existing patients.

The service provider has responded in the report explaining the procedure that is in place and that there is no second fire door. The surgery has updated some information and has stated it is not possible to laminate all A3 sized notices.