Enter and view: Fencepiece Road Medical Centre, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Fencepiece Road Medical Centre on 27th 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 challenges someone with an impairment might face when using the facilities in the surgery.

HW volunteers checked the surgery website and didn’t find it very accessible.

HW reps found the signage to the surgery easy to read and accessible parking is available. Inside the premises, they found it to be generally accessible with a hearing loop sign displayed in reception. Staff were interacting with patients in a friendly way making it easy for deaf patients to lip read. The notice boards were not cluttered but there was no poster telling patients about AIS. The screen displays the patient’s name. Fire exit signs were not installed yet.

The practice manager informed HW reps that patients are not asked about their communication needs when they first register at the surgery but only after their initial appointment with the practice nurse that they will be flagged in the system. There is nothing in place for existing patients. The surgery has a hearing loop however the manager did not know about this.

Speaking to the manager and doctor, HW learnt that the surgery is unable to provide access to BSL interpreters, Signalong and Makaton. There is no communications book available in the surgery and the manager was uncertain about what they would do if the next of kin/carer required information in an accessible format. Much training was needed for the staff.

HW reps spoke to 5 patients during the visit. 4 had not been asked about their communication needs. One patient reported that reception staff are unable to help him effectively according to his communication needs, but the clinicians are able to.

HW recommended that the website be made more accessible, a communication book be placed in reception, staff should receive training in AIS and better information and signage for a complaints policy and AIS made. It was also recommended that the surgery needs to put a procedure in place to identify communication needs of existing patients.

Fencepiece Medical Centre thanked HW for the recommendations made and responded to some of the suggestions made.