Enter and view: Chadwell Heath Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Chadwell Heath Surgery on 28th July 2017, to check if the 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 checked the surgery website and found it wasn’t accessible to patients with communication impairments. HW reps found there was sufficient and clear signage to the premise, however, the opening times on the notice board weren’t accurate. There isn’t accessible and sufficient parking available close to the entrance. A ramp is available but the edges are not highlighted. There are no signs of trip hazards inside the premises. Staff weren’t interacting much with patients during their visit. The toilet was fully accessible but no signs to show this. The fire exits were clearly signed, and noticeboards were not cluttered, but the font size of most of the posters was too small for someone with a visual impairment to read them. The complaint/ compliments procedure was not available on the notice board but a sign informing people about hearing loop was. HW spoke to the manager and other staff members who said the system does not flag up patients with a communication impairment, at reception, but they are recorded on the database which alerts the clinicians. Existing patients can also inform staff of their communication needs. Patients are made aware of the hearing loop due to the sign in the reception area. Staff were provided with training on how to communicate effectively with patients. The surgery is unable to support the next of kin/carer with a communication impairment as it is too expensive. The surgery is not able to access BSL interpreters, Signalong or Makaton. The fire alarm does not have flashing lights. HW reps spoke to three patients (2 of which had communication impairments). One patient said that she was not asked about her communication needs whilst another wasn’t sure. They said that staff are aware of their communication needs and reception staff, doctors and nurses are able to support them effectively according to their support needs. HW made a few recommendations including to make the website more accessible, placing a communications handbook at reception, training on AIS for staff. Less reliance on carers, family and friends to relay information to the individual. A complaints/compliments procedure made available in a variety of formats such as large print. Set up an electronic screen with audio info to inform patients when it is time for their appointment. Put together a procedure in place to identify communication needs of existing patients. Staff should contact the database provider because all the GP surgeries that Healthwatch Redbridge visited with the EMIS database have said there is a flagging system to inform staff about the patient’s communication needs.

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General details

Report title 
Enter and view: Chadwell Heath Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Friday, 28 July, 2017
Date evidence capture began 
Friday, 28 July, 2017
Date evidence capture finished 
Friday, 28 July, 2017
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Complaints procedure
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
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 
Learning or understanding or concentrating

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
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.