Enter and view: The Broadway Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to The Broadway Surgery, on 30th August 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 surgery website was not that accessible for people with communication needs. The sign to the surgery is clear, but only at one of the two entrances. There are no designated accessible parking spaces, but a bay will be marked out soon. Inside the surgery there was a glass screen separating the receptionist and the patients which can create a glare making lip reading more difficult for Deaf patients. No trip hazards or sharp edges were identified and signage to toilets were in both words and pictures. The representatives observed that staff were very good at supporting patients requiring different services. Noticeboard were cluttered and there was no AIS standards poster. An electronic screen is available as was flashing lights on the fire alarm. Speaking to staff HW reps found out that : the patients’ communication needs are asked about at registration, hence flagged for the staff to know. If existing patients has an impairment later in life the doctor will include it in their notes. There is a portable loop and all staff are trained in using it. Staff have not been trained on Deaf awareness or communication impairment. One staff member said that she has been provided with training on how to support patients with communication impairments. The surgery can access BSL interpreters on request. There was no communications handbook. HW spoke to 4 patients but none had any communication needs. 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; AIS training should be provided for all staff; the surgery should consider getting a screen and making a complaints policy available in all formats. The surgery should consider ‘highlighting the edge of the ramp to ensure that people with visual impairments are able to see it and lighting in the corridor should be brighter so that patients can see clearly. The manger responded to the recommendations and outlined the plans to get them in place.

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General details

Report title 
Enter and view: The Broadway Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Wednesday, 30 August, 2017
Date evidence capture began 
Wednesday, 30 August, 2017
Date evidence capture finished 
Wednesday, 30 August, 2017
Type of report 
Enter and view
Key themes 
Access
Communication between staff and patients
Complaints procedure
Staff training
Healthwatch reference number 
Rep-1577

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Structured interview
Survey
How was the information collected? 
Visit to provider
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

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
Hearing
Learning or understanding or concentrating
Mobility
Vision impairment

Details of people who shared their views

Number of people who shared their views 
7
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
Receptionists
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.