Enter and view: Heathcote Primary Care Centre, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to Heathcote Primary Care Centre, on 3rd August 2017, to check if the Accessible Information Standards has 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 faced by someone with an impairment.
The surgery did not have a website.
The sign to the surgery is clear and unobstructed. There are no designated accessible parking spaces and there is a level entrance so no need for ramp.
Inside the premise there was no glass at reception, which made it easier to support a Deaf person effectively. No trip hazards or sharp edges were identified and signage to toilets were in both words and pictures. There was no complaints procedure in the notice board, but plenty of hearing loops signs. No screen available either but clearly signed fire exit.
Speaking to staff HW reps found out that the patients’ communication needs are asked about at registration, hence flagged for the staff to know. Staff have not been trained on Deaf awareness or communication impairment. The surgery can access BSL interpreters on request. There was no communications handbook. The manager said that the surgery does not currently have any patients with communication needs. The fire alarm did not have flashing lights. HW spoke to one patient (registered in 1969) who did not have any communication needs so couldn’t contribute much to the report.
Some of the recommendations made by HW in the report were: to create an accessible website; place a communications handbook in the reception area; AIS training should be provided for all staff; the surgery should consider getting a screen and making a complaints policy available in all formats.
The surgery needs to put a procedure in place to identify communication needs of existing patients. The fire alarms should have red flashing lights.
The provider responded saying they will look into getting a website, get staff training and obtain a communication handbook.