Enter and view: Newbury Park Group, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Newbury Group Practice on 13th 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 checked the surgery website and found it to be somewhat accessible.

HW reps found the signage to the surgery easy to read from a distance and accessible parking is available. Observations made inside the premises shows no signs of trip hazards. Staff were interacting with patients in a positive way. Fire exists were clear and easy to see. The notice boards were clear and an accessible information poster was available as was a complaints procedure. The screen displays the patient’s name. A fixed hearing loop is available

HW reps spoke to the practice manager who said the database alerts the staff if the patient needs access support. She explained how the system works so that the patients’ needs are met. The staff are trained well, and they use BSL interpreters and Signalong support. Two other staff members spoken to also seemed happy with their training and knowledge of Accessible Information support. HW spoke to 4 patients.

HW made the recommendations below: To make the website more accessible; to make a Communication Book available in reception; complaints procedure should be available in a variety of ways; posters advertising AIS and hearing loop should be available in reception.

The service provider responded positively to the recommendations and plans to carry out some of them with the help of HW.