Enter and view: VM Surgery

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Summary of report content

In October 2017, Healthwatch Redbridge conducted an announced Enter and View visit at VM Surgery in Ilford, Essex, 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.

Three Enter and View representatives made observations and spoke with the Receptionist during the visit. They were unable to speak with any patients during this visit as there were no people waiting for appointments.

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 10 recommendations were made suggesting ways to enhance the service to meet obligations set out under legislation as above. Palms Medical Centre responded to the report stating only that the surgery has been closed since 1st November 2017.

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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
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
Accessibility and reasonable adjustments
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
VM Surgery

Details of people who shared their views

Number of people who shared their views
1
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
Types of disabilities
Sensory impairment
Learning disability or difficulties
Physical or mobility impairment
Types of long term conditions
Blindness or severe visual impairment
Deafness or severe hearing impairment
Does this report feature carers?
No
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