Enter and view: Roding Lane Surgery, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to Roding Lane Surgery, on 7th September 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. This surgery was going to merge with Clayhall Clinic soon.
The surgery did not have a website. Reporting on the outside of the surgery, there is a large sign saying ‘Surgery’ and three parking spaces available in the front of the surgery, with a ramp which is not highlighted.
Inside the premise there was no evident trip hazards, the receptionist sits facing the patients, and the noticeboard is not cluttered. A complaints procedure was on the notice board, and sign of hearing loop in reception. There is an electronic screen available, but not properly installed, and there was no poster informing people about AIS . There surgery did not have fire alarms.
Speaking to the manager, HW reps found out that patients are asked about their communication needs when they first register at the surgery. If staff find out about an existing patient’s communication needs, then it will be noted on the database. There is a portable hearing loop available in the surgery, and the staff are trained in using it. Staff have not been provided with training on how to support patients with communication needs, Deaf awareness , communication and easy read training. There is no communications book available.
The representatives spoke to three patients during the visit. None of the patients had any communication needs so they were unable to provide any more information.
Some of the recommendations made by HW in the report were: to create an accessible website; place a communications handbook in the reception area; AIS and other training should be provided for all staff; patients should have access to communication support such as a BSL interpreter so their communication needs may be met. Also, highlighting the edge of the ramp outside the surgery
The provider responded ‘We have formulated one response and action plan for both Roding Lane Surgery and Clayhall Clinic, as we have successfully merged as 'Clayhall Group Practice' from 02/10/2017.