Enter and view: Aldersbrook Medical Centre, Redbridge

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Summary of report content

Healthwatch Redbridge (HWR) conducted Enter & View visits to all 46 GP practices across Redbridge as part of their work programme during July to October 2017. Following a series of workshops on the Accessible Information Standard (AIS), the visit was an opportunity to discover if the standard had been implemented and gave patients accessibility to information. The team prior to the visit also reviewed website accessibility. Recommendations: To make the website more accessible, patients should be able to: • Change the colour of the background to make sufficient contrast between text and background. • Navigate the whole website without a mouse, many rely on the keyboard. • Use the sitemap button for people with communication impairments to find information on the website. • Access website information via screen readers and translation software (such as Browesaloud®5) especially for people with visual impairments. • A Communications Handbook with basic images of common British Sign Language (BSL) and Makaton symbols should be available in the reception enabling staff to communicate more effectively with patients who have communication impairments. • Staff should receive training on the AIS, visual impairment and deaf awareness and provision of information in an accessible format for patients with learning difficulties. The surgery: • To have a complaints/compliments procedure displayed on noticeboard in a variety of formats • Hearing loop sign in Reception area and staff trained on its use • An electronic screen to inform patients when it is time for their appointment with audio information. • Display a poster about the Accessible Information Standard on the noticeboard • Should consider ‘highlighting the edge of the ramp to ensure that people with visual impairments are able to see it.

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General details

Report title 
Enter and view: Aldersbrook Medical Centre, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Wednesday, 6 September, 2017
Date evidence capture began 
Wednesday, 6 September, 2017
Date evidence capture finished 
Wednesday, 6 September, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Car parking access
Communication between staff and patients
Complaints procedure
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.