Enter and view: The Redbridge Surgery, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to The Redbridge Surgery, on 4th October, 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 needs improvements.
On the outside of the surgery, HW reps found there was clear signage to the premise, and there was no accessible parking on the premises but there was parking on the side streets.
There were no trip hazards inside the surgery. Staff were sitting facing patients so its easy to lip read; signs were clear and visible and the noticeboards were not cluttered. Hearing loop sign was there and there was a complaints/compliments procedure available. There was a TV screen that calls out the patients' name and there was no fire alarm.
Speaking to the practice manager, HW representatives were told that patients are asked about the communication needs when they register and entered in the data base and flagged at appointments. There was a hearing loop and staff are trained in using it. The surgery does not use braille but can provide BSL interpreters. There was not communication handbook.
HW reps spoke to one patient, who did not have any communication needs so was not able to provide any feedback.
HW Redbridge reps made a few recommendations including; to make the website more accessible; place a communications handbook at reception. Staff should reduce reliance on carers, family and friends to relay information to the individual. A complaints/compliments procedure should be made available in a variety of formats such as large print.
The service provider responded; “Thank you very much for the recommendations; we will make sure that the communication handbook with the basic images of common BSL and Makaton symbols should be available in the reception to communicate. We will also try to make changes on our website to make it more accessible for patients.”