Enter and view: Hainault Surgery, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Hainault Surgery, on 1st August 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 did not have a website.

The sign in front of the surgery is easy to read, but doesn’t specify the name of the surgery. There is one accessible parking space which does not belong to the surgery.

The initial interaction with the HW representative suggested that the reception staff member does not know how to support a Deaf person effectively. No trip hazards or sharp edges were identified but there was not enough signage to toilets. The noticeboards were somewhat cluttered, and an outdated complaints procedure was difficult to notice because it did not have a heading and was written in regular font size. The fire exit is clearly signed with words and pictures.

The HW reps report on the inter view with the surgery staff: Any needs the patients have are picked up at the initial appointment with the nurse and then entered in the system and flagged when booking appointments. The surgery does not have a hearing loop system. Staff have not been provided with training on how to communicate with patients who have communication impairments. The surgery is unable to access BSL interpreters, signalong and Makaton. There is no communications handbook. The practice manager said that the surgery does not currently have any Deaf patients or patients with visual impairments and only about 10 patients with learning disabilities. One staff member said that she can provide information for someone with a hearing impairment due to her experience rather than training.

One of the three patients interviewed by the HW reps said that he has a slight hearing impairment (about 30% hearing loss) and he is supported effectively by the staff.

Recommendations made by HW in the report were: make the website more accessible; place a communications handbook in the reception area; AIS training should be provided for all staff; staff should reduce reliance on carers, family and friends to communicate to the patients; fire alarms should have red flashing lights and the name of the surgery should be on the board outside.

The provider responded very positively to the recommendation ensuring changes will be done in the near future.