Enter and view: Dr Paulz Surgery

Healthwatch Redbridge conducted an Enter and View visit at Dr Paulz Surgery in July 2017 as part of the local Healthwatch programme of Enter and View visits to GP Practices in Redbridge to evaluate whether providers are adequately supporting people with communication impairments to use services.

Enter and View representatives made observations and engaged with the Acting Practice Manager and two other members of staff but were not able to engage with any patients.

Observations focused around whether providers met their obligations under the Accessible Information Standard. Volunteers looked at website accessibility, building accessibility, parking, facilities, provision of information and alternative formats, hearing loops and procedures to support the communication of patients with a hearing or vision impairment.

A total of 14 recommendations were made and seemed to reflect that the provider was not fulfilling a majority of the obligations set out in the legislation to support those with additional communication needs.

The provider’s response to the report, whilst positive, was brief and did not address a majority of the recommendations made. Dr Paulz Surgery have advised that they will look into providing a communications handbook, seek to identify communication needs upon registration and explore the possibility of an electronic patient calling system.