Enter and view: Albrighton Medical Centre

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Shropshire visited Albrighton Medical Practice on 19/04/2018.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed that the practice has a large team of medical and administrative staff who see a variety of patients including families from RAF Cosford (not personnel), vulnerable groups and people from the travelling community. Appointment availability has been increased during the Prime Ministers Challenge Fund pilot, although a survey of patients found that they would not be prepared to travel to another surgery after 6pm. There are a number of clinics offered to patients with long term conditions, a medical lead for learning disabilities and a social prescriber who manages vulnerable groups. The car park was very small for the size of practice and patients were having to park on a residential street. The building was easily accessible and layout well organised and uncluttered. Following recommendation by the Care Quality Commission in 2016, fire points are now tested every week in rotation and emergency lighting and smoke alarms are checked and maintained regularly. Although the PPG have been made aware of the AIS, they have not been asked to help to put it into practice, or to suggest ways of improving the service to patients with communication needs. PPG reps were not aware of the hearing loop. Healthwatch Shropshire observed two patients being called to their appointment from the doorway with no eye to eye contact, despite one patient having a hearing loss and being accompanied by a carer. There was a page called ‘Accessible Information’ on the practice website and it described clearly what was available for patients with communication needs. It did not include the word ‘communication’ in the title which would make its relevance more obvious to the members of the public.

The recommendations within the report state displaying information for patients about the Accessible Information Standard (AIS) on the notice boards. Involving the PPG in undertaking a survey of awareness of the AIS with patients, to include the communication needs of all patients not just newly registered patients. Providing additional AIS training for staff and PPG group members. Placing a hearing loop sign prominently by reception to encourage patients to ask for the hearing loop if they need it. Contacting patients with hearing loss, e.g. people who attended hearing aid battery exchange, and promote use of the hearing loop. Reviewing the title of the ‘Accessible Information’ section on the practice website to make it more obvious to members of the public that it is about communication needs.