Enter and view: The Shrubberies Medical Centre
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Healthwatch Redbridge did an announced Enter and View visit to The Shrubberies Medical Centre, on 4th September 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 HW reps found the surgery website to be somewhat accessible.
Reporting on the outside of the surgery, signage to the premises is clear from one direction but not from the other side. There are two accessible parking bays in front of the surgery. A ramp is available. There is no handrail.
At the entrance of the premise there was no trip hazard. No glass screen separating staff from patients makes it easy for patients to lip read. There were no signs to the consulting rooms. The doctor’s name is not available on the door and there was no electronic screen informing patients it’s their turn. There was no poster about AIS. The fire exits were clearly signed in pictures and words. Staff were unsure whether the fire alarm has flashing red light, or not.
Speaking to the reception manager, HW were told that patients are asked about their communication needs when they first register at the surgery, this is flagged when they come for their appointments. Staff are trained in using the hearing loop and in deaf awareness and communication. There is a communication book and the surgery can access BSL interpreters using Big Word.
The representatives spoke to three 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 make the website more accessible; highlight the edge of the ramp; add a sign outside the surgery; reduce reliance on family and carers for communication; AIS training should be provided to all staff ; fire alarms should include flashing lights, and install an electronic screen.
The service provider responded to the recommendations explaining the electronic screen has been installed and explained how they have incorporated some of the other changes or already have them in place.