Enter and view: The Elmhurst Practice, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to The Elmhurst Practice, on 8th 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.
The HW reps did not find the website very accessible. Reporting on the outside of the surgery, signage is clear and there is one accessible parking space outside the surgery and the entrance is level to the surgery.
Inside the premise there was no evident trip hazards, the receptionist sits facing the patients. Notices were legible and the noticeboards were not cluttered. There was a notice about making a complaint, but not in all accessible formats. A hearing loop sign was available at the reception desk. Two screens were available in the reception area. The fire alarm did not have flashing lights as well as sound, and were clearly signed in pictures and words.
Speaking to two staff members both said they were aware of the Accessible Information Standard and have training on how to support patients with visual and hearing impairment and learning disabilities. Patients’ communication needs are flagged up on the computer system. Large print information is available on request. There seemed to be confusion whether there was a communication book or not.
HW spoke to one patient who had a hearing impairment and said the surgery staff are able to help him adequately.
Some of the recommendations made by HW in the report were: to make the website more accessible; confirm that there is a communication book; install fire alarms with flashing lights. The surgery should have the full complaints/compliments procedure displayed on the noticeboard in a variety of formats.
The provider responded saying they will look into the fire alarms, and the communication book, and in producing the posters in a several formats.