Enter and view: Clayhall Clinic, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Clayhall Clinic, on 31st 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. This surgery was going to merge with Roding Lane surgery.

The surgery did not have a website. Reporting on the outside of the surgery, HW comments that the sign to the surgery is not clear from the road and accessible parking is available. There was no lighting on the driveway which may cause difficulty in the winter months for patients.

Inside the premise there was no glass screen at reception, which made it easier to support a Deaf person effectively. Signage in the surgery is available in a variety of formats including pictures. The noticeboards were cluttered. The posters were not adequately spaced out and some were overlapping. There was a complaints procedure on the notice board, and sign of hearing loop in reception. There was no electronic screen available either and clearly signed fire exit.

Speaking to the GP & practice manager, HW reps found out that patients are asked about their communication needs when they first register with the surgery, then flagged up on the data base. Staff are aware of the AIS and trained in using the hearing loop. There is no communication book. Staff have not been given any training on Deaf awareness, communication and easy read training.

The reception manager was unsure about availability of information in different formats such as large print or whether the surgery has access to BSL interpreter, signalong and Makaton.

The representatives spoke to four patients during the visit. None of the patients had any communication needs so they were unable to provide any more information.

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 and other training should be provided for all staff; the surgery should consider getting an electronic screen and making a complaints policy available in all formats. The fire alarms should have red flashing lights besides the noise. Also, highlighting the edge of the ramp outside the surgery

The provider responded saying following the merger they have now adapted some changes including making a website which will include the recommendations by HW. Staff have done AIS and other training and an electronic screen and fire alarms with flashing lights have been purchased.

‘We have formulated one response and action plan for both Roding Lane Surgery and Clayhall Clinic, as we have successfully merged as 'Clayhall Group Practice' from 02/10/2017.’