Enter and view: Queen Mary Surgery

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Summary of report content

Healthwatch Redbridge conducted an Enter and View visit at the Queen Mary Surgery in September 2017 as part of the local Healthwatch programme of Enter and View visits to GP Practices in Redbridge to evaluate whether providers are adequately supporting people with communication impairments to use services.

Enter and View representatives made observations, spoke with the Receptionist and engaged with 2 patients during the visit.

Observations focused around whether providers met their obligations under the Accessible Information Standard (AIS). Volunteers looked at website accessibility, building accessibility, parking, facilities, provision of information and alternative formats, hearing loops and procedures to support the communication of patients with a hearing or vision impairment.

A total of 9 recommendations were made suggesting ways to enhance the service to meet obligations set out under legislation as above. However, the provider did not respond to this report or its recommendations.

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General details

Local Healthwatch
Healthwatch Redbridge
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Administration (records, letters, results)
Triage and admissions
Booking appointments
Building, Decor and Facilities, including health and safety
Parking and transport
Communication with patients; treatment explanation; verbal advice
Complaints
Remote appointments and digital services
Health inequality
Written information, guidance and publicity
Staffing - levels and training
Caring, kindness, respect and dignity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Name of service provider
Queen Mary Surgery

Details of people who shared their views

Number of people who shared their views
3
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Types of disabilities
Sensory impairment
Learning disability or difficulties
Mental health condition
Physical or mobility impairment
Long term condition
Types of long term conditions
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability
Does this report feature carers?
No
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