Enter and view: Rydal Group Practice, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to Rydal Group Practice, on 1st 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.

The HW reps found the surgery website to be somewhat accessible.

Reporting on the outside of the surgery, it was not very well sign posted. There were three accessible parking spaces right in front of the surgery. There is no ramp/lift but people with wheelchair can access the surgery through the side door.

At the entrance of the premise there was a trip hazard (uneven pavement). The glass screen on one side of the reception can create a glare making it more difficult for a Deaf person to lip read. The noticeboards were not cluttered. The complaints/compliments procedure is not available on the noticeboard (it is at reception desk). There was clear signage to the toilet and a hearing loop sign in reception. There was a TV screen to inform patients of when it is their turn and the patient’s name, doctor name and room number is also called out. There is no fire alarm with red flashing lights.

The practice manager and deputy practice manager were not available during the visit. The representative was only able to speak to one member of staff (receptionist). She was unaware of AIS. Staff were not trained on how to support patients with visual, hearing impairments and learning disabilities. Patients’ needs are not identified at registration. The surgery is unable to access BSL interpreters and does not have a communications book.

The representatives spoke to two 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 make the website more accessible; place a communications handbook in the reception area; staff should reduce reliance on carers, family and friends to relay information to the individual. AIS and other training should be provided for all staff; fire alarms should include flashing lights. The complaints policy and AIS information poster should be available.

The Rydal group responded to all the recommendations explaining some actions and outlining the changes they plan to make for others.