Enter and view: The Fullwell Avenue Surgery

Healthwatch Redbridge did an announced Enter and View visit to The Fullwell Avenue Surgery on 10 August 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, but it did not have the name of the surgery on it. There was no accessible parking space, but a ramp with a handrail was available but the edges were not highlighted.

Inside there was a glass screen separating the receptionist from patients. This can make it more difficult for a Deaf person to lip read. There were no trip hazards. The notice board was cluttered with no complaints policy available to see, besides a leaflet written in regular font. The fire exists were clearly signed and there was a hearing loop sign. There was no electronic screen or a poster informing patients are the AIS.

Speaking to the 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 cannot access BSL interpreters, signalong or Makaton. The surgery does not have a communications handbook. The surgery is able to provide large print information for patients however they cannot provide easy read, braille or audio.

The staff member spoken to said that they have not been provided with training on how to support patients with visual impairments, hearing impairments and learning disabilities, however, 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, both patients did not have any communication needs so they were unable to provide any more information.

HW made a few recommendations: To make an accessible website, placing a communications handbook at reception, training staff on AIS. Also, 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 fire alarms should have flashing lights as well when the alarm sounds. Patients should have access to communication support such as a BSL interpreter, and it would be useful to have the name of the surgery on the board outside.

No response was received from The Fullwell Avenue Surgery.