Enter and view: The Forest Edge Practice, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to Forest Edge Practice, 7th 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 website was not accessible at all for people with communication impairments.
The outside of the surgery has a large standalone board, not clearly visible, with the name of the surgery on it. There are five accessible parking spaces available in all, but no ramp/lift and no handrail but a slight slope leading to the surgery.
Staff in reception are facing patients which makes it easier for a Deaf person to lip read. There are no trip hazards/ sharp edges, and signage across the surgery was clear and easy to read; toilets only had pictures but no words. The noticeboards had adequately spaced out and easily legible information. There was no hearing loop sign in the waiting area. There was an electronic screen with a beep sound to alert the patient.
Speaking to the staff, HW reps found that patients are identified to have communication needs when they have a health check with the nurse and then they are flagged in the system. The surgery is not currently using the hearing loop system; staff have not been provided with training on how to support people with communication needs. The surgery is not able to provide information in formats such as large print, audio and easy read for patients. There is no communications book. One staff member said that she would provide someone with a hearing impairment information in a written format but was unaware of the ways to provide information to someone with a visual impairment and learning disability.
HW reps spoke to 5 patients, 1 of which has a hearing impairment and felt his needs are currently being met.
Recommendations made by HW were: make the website more accessible; place a communications handbook in the reception area; visual impairment and deaf awareness training should be provided for all staff; info in easy read format and a complaints policy should be made available. Highlighting the edge of the ramp and installing a hand rail outside is necessary.
The provider responded to the recommendation positively with some changes already in effect and some to happen soon.