Enter and view: Eastern Avenue Medical Centre, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Eastern Avenue Medical Centre on 25th July 2017, to check if the Accessible Information Standards have 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 surgery does not have a website.

HW reps found the signage on the outside of the premise visible and easy to see from a distance. There are four parking spaces in the front but bot accessible ones. Three is level entrance to the surgery.

The HW reps report the inside of the surgery as being brightly lit, with no trip hazards. The reception area is welcoming, and the receptionist sits facing patients and the computer screen is not directly in front of her making it easy to lip-read. The fire exit is clearly signed with words and pictures. There was no picture on the toilet door, only words. There was a complaints/compliments procedure on the noticeboard. There was no hearing loop sign in the reception area, nor an electronics screen.

Speaking to practice manager and the other staff, HW reps were told that patients are asked about their communication needs when they first register at the surgery. Patients’ needs are recorded on the database, which later flags up to the staff. The surgery can access BSL interpreters through Big Word however they cannot access signalong or Makaton. The surgery does not have a communications handbook.

Two staff members said that they have not been provided with training on how to support patients with visual impairments, hearing impairments and learning disabilities. Both staff members said training would be very useful. They mentioned that people with learning disabilities often come with a family member or carer. • The surgery does not have a communications handbook

Representatives spoke to two patients during the visit none of which had any additional communication support so they were unable to provide any more information.

HW made a few recommendations including to make an accessible website, placing a communications handbook at reception, training on AIS for staff. Less reliance on carers, family and friends to relay information to the individual. A complaints/compliments procedure made available in a variety of formats such as large print. Set up an electronic screen with audio info to inform patients when it is time for their appointment. Put together a procedure in place to identify communication needs of existing patients.

The surgery responded positively to recommendations and is underway in applying them soon.