Enter and view: Southdene Surgery, Redbridge
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Healthwatch Redbridge did an announced Enter and View visit to Southdene Surgery, on 5th September, 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.
On the outside of the surgery, HW reps found there was clear signage to the premise, and there was one accessible parking space, along with a ramp which was quite narrow and not highlighted.
There were no trip hazards inside the surgery. Signage directing patients to the consulting room were large and easy to read. Representatives observed the staff members directly facing the patients and speaking clearly. Posters on the wall were spaced out adequately, but no poster for hearing loop or AIS. A TV screen informed patients when it is their turn, and would also go off as a fire alarm.
HW representatives spoke to one receptionist and were told she was not familiar with AIS and has not received training in supporting patients with communication needs. There wass a portable hearing loop in the surgery. There is no communication handbook and no flashing lights on the alarm.
HW reps spoke to one patient, who did not have any communication needs so was not able to provide any feedback.
HW Redbridge made a few recommendations including; to make the website more accessible; place a communications handbook at reception and train staff on AIS and visual and deaf awareness. 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. A hearing loop sign should be displayed as should posters about AIS. The edge of the ramp should be highlighted to make it easier to see in the dark.
The service provider responded that they will be incorporating these recommendations and have already installed the posters, complaints policy and the staff have undertaken the training recommended.