Enter and view: Grove Surgery, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Grove Surgery on Tuesday 11th July 2017, to discover 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. HW representatives talked to the staff and observed the premises during their visit.

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 representatives also checked the surgery website to find out whether it is accessible for people with communication impairments, however, Grove surgery did not have a website at the time of the visit.

The representatives reported that the outside of the premise provided easy access and clear legible signs for patients.

The observations made inside the surgery were :

The waiting area was hazard free, with clearly signed fire exits, a flashing fire alarm, toilets signed with pictures and the staff communicating with the patients in a professional and friendly way. The noticeboards were generally easy to read. There was no information about the surgery feedback policy.

The HW reps spoke to the manager who explained the system involved in identifying the patients’ needs and the training received by the staff to support these needs. The surgery had 24 patients with learning disability. The surgery did not have a communications book, but the manager is interested in obtaining this book. The surgery provided interpreters, large prints in documents, hearing loop and lip-reading services when needed.

HW reported that one of staff spoken to was unaware what the Accessible Information Standard. The staff had not received any specific training for visual impairment, hearing impairment and learning disabilities.

Once a patient is flagged on the computer the staff will see to it that the patient’s needs are met, either through an interpreter or a large print, while someone with a learning disability would be supported to complete the registration form if necessary. They will also take their time to explain anything necessary to the person.

Representatives only spoke to one patient. He said that he registered a while ago, so he was unsure whether staff asked about his communication needs.

The report recommends the surgery should have an accessible website, and a communication handbook should be available in the reception to help the staff to communicate more effectively with patients who have communication impairments. Staff should reduce reliance on carers, family and friends to relay information to the patient. Visual impairment and deaf awareness training should be provided for all staff members as an annual roll on programme. The complaints/compliments procedure should be available on the noticeboard and it should also be available in a variety of formats such as large print, and the noticeboards should be brought down to eye level for wheelchair users.

The provider responded to the recommendation outlining plans for further training of its staff and the communication handbook has been ordered.