Enter and view: Glebelands Practice, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Glebelands Practice, on 5th September, 2017, to check if 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.

HW volunteers reviewed the surgery website and found it to be somewhat accessible but needed improvement.

On the outside of the surgery, HW reps found there was clear signage to the premise, and there were two accessible parking spaces, along with a ramp which is highlighted at the edges.

There were no trip hazards inside the surgery. There were signs in the surgery informing patients about the direction to the consulting rooms. Posters on the wall were spaced out adequately with one poster asking for feedback from patients. There was a hearing loop sign in reception. There was no electronic screen. There were posters informing patients about AIS. There was no fire alarm, however, fire exists are clearly signed in words and pictures. The stairs inside the surgery were highlighted with a black and yellow tape thereby enabling patients to notice the step.

Speaking to the manager and 2 staff members HW were told patients are asked about their communication needs when they first register at the surgery and then they are flagged on the system, when they show up for an appointment. The surgery has a portable hearing loop and the staff are trained in using it. There was no communication handbook and the staff were not trained on how to support patients with communication needs but were aware of AIS.

One staff member said that she had received training on how to support people with visual impairments, hearing impairments and learning disabilities. The staff explain how they communicate with patients with communication impairment. They have some information available in braille also.

HW reps spoke to five patients none of which had communication needs so were not able to provide any feedback.

HW Redbridge made a few recommendations including to make the website more accessible; make the outside signage clearer and larger; place a communications handbook at reception and training on AIS for staff. A complaints/compliments procedure should be 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.

The service provider said they will be incorporating these recommendations and have already installed an electronic call system in the waiting room.