Enter and view: The Broadway Surgery, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to The Broadway Surgery, on 30th 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 that accessible for people with communication needs.

The sign to the surgery is clear, but only at one of the two entrances. There are no designated accessible parking spaces, but a bay will be marked out soon.

Inside the surgery there was a glass screen separating the receptionist and the patients which can create a glare making lip reading more difficult for Deaf patients. No trip hazards or sharp edges were identified and signage to toilets were in both words and pictures. The representatives observed that staff were very good at supporting patients requiring different services. Noticeboard were cluttered and there was no AIS standards poster. An electronic screen is available as was flashing lights on the fire alarm.

Speaking to staff HW reps found out that : the patients’ communication needs are asked about at registration, hence flagged for the staff to know. If existing patients has an impairment later in life the doctor will include it in their notes. There is a portable loop and all staff are trained in using it. Staff have not been trained on Deaf awareness or communication impairment. One staff member said that she has been provided with training on how to support patients with communication impairments. The surgery can access BSL interpreters on request. There was no communications handbook.

HW spoke to 4 patients but none had any communication needs.

Some of the recommendations made by HW in the report were: to make the website more accessible; 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 should consider ‘highlighting the edge of the ramp to ensure that people with visual impairments are able to see it and lighting in the corridor should be brighter so that patients can see clearly.

The manger responded to the recommendations and outlined the plans to get them in place.