Enter and view: Fullwell Cross Medical Centre, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Fullwell Cross Medical Centre, on 31st July 2017, to check if the Accessible Information Standards has 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 website is somewhat accessible but not very.

HW reps found the signs to the premise are visible and easy to see from a distance. Three accessible parking spaces are available and there is a ramp but it’s not highlighted for easier view.

Inside the surgery, reception staff sit behind a glass screen which can make it difficult for a Deaf person to lip read because of the glare. The mat was not taped down making it a hazard. The noticeboards were not cluttered and the complaints procedure was available. There is a box in reception with feedback for the NHS and several fire exits signs with pictures and words. The hearing loop sign is available in front of every consulting room door and an electronic screen in the waiting area to inform patients of their appointment.

Speaking to the staff, HW reps found while registering, patients’ needs are recorded on the computer system which informs the clinicians when they are flagged. The surgery has both fixed and portable hearing loops and staff are trained in using them. There is no communication handbook. The manager said that staff members have not been provided with deaf awareness training and easy read training. The surgery can access BSL interpreters. Staff would like training on AIS. The staff member said that there is no procedure in place to support a Deaf person in the case of a fire.

Speaking to 3 patients, HW reps found out that 2 patients were not asked about their communication needs. Representatives spoke to one patient with a hearing impairment who was attending an appointment with his interpreter, which was booked by the surgery. He said the surgery supports him effectively according to his communication needs.

Recommendations by HW Redbridge was to improve the website; a communication handbook should be available in the reception; staff should receive training on AIS; appropriate training should be provided for all staff members; complaints/compliments procedure should be available in different formats. The fire alarms should include flashing light as well as alarm sounds, also the ramp outside should be highlighted. No response was received from Fullwell Cross Medical Centre.