Enter and view: The Willows Practice, Redbridge

Healthwatch Redbridge did an announced Enter and View visit to The Willows Practice, on 8th August, 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 did not find it to be accessible.

Outside the premise the representatives found the name of the surgery on a standalone board which was obstructed from view by the hedge. There were five accessible car parking spaces outside the surgery, but no ramp.

Inside the surgery staff were sitting facing patients which makes it easier to lip read. There was no trip hazard, and the signs across the surgery were clear and easy to read. The notice board was not cluttered with information adequately spaced out and easily legible. The complaints procedure was available on every noticeboard in the surgery, and a hearing loop sign also posted. The HW reps were happy to see there was a poster informing patients that the surgery is able to offer interpretation services including British Sign Language and the surgery does not accept family members as interpreters. The surgery has an electronic screen.

The manager and staff informed HW that patients ‘communication need are found out through a health questionnaire and then flagged up on the computer system. Staff have been provided with communication training but not visual and hearing impairment and learning disabilities. There was no communications handbook. The staff member was unaware of the Accessible Information Standard. She went on to explain how the needs of the patients are met. The fire alarm has a red flashing light.

HW reps spoke to three patients, none of whom had any communication needs so were 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. Staff should receive training in AIS and visual impairment and deaf awareness. The complaints/compliments procedure should be made available in a variety of formats such as large print. There should be a handrail by the slope outside the surgery.

The service provider responded very positively and reported back with the changes they have incorporated and those they plan to do.