Enter and view: Clayhall Clinic, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Clayhall Clinic, on 31st 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. This surgery was going to merge with Roding Lane surgery. The surgery did not have a website. Reporting on the outside of the surgery, HW comments that the sign to the surgery is not clear from the road and accessible parking is available. There was no lighting on the driveway which may cause difficulty in the winter months for patients. Inside the premise there was no glass screen at reception, which made it easier to support a Deaf person effectively. Signage in the surgery is available in a variety of formats including pictures. The noticeboards were cluttered. The posters were not adequately spaced out and some were overlapping. There was a complaints procedure on the notice board, and sign of hearing loop in reception. There was no electronic screen available either and clearly signed fire exit. Speaking to the GP & practice manager, HW reps found out that patients are asked about their communication needs when they first register with the surgery, then flagged up on the data base. Staff are aware of the AIS and trained in using the hearing loop. There is no communication book. Staff have not been given any training on Deaf awareness, communication and easy read training. The reception manager was unsure about availability of information in different formats such as large print or whether the surgery has access to BSL interpreter, signalong and Makaton. The representatives spoke to four patients during the visit. None of the patients had any communication needs so they were unable to provide any more information. Some of the recommendations made by HW in the report were: to create an accessible website; place a communications handbook in the reception area; AIS and other training should be provided for all staff; the surgery should consider getting an electronic screen and making a complaints policy available in all formats. The fire alarms should have red flashing lights besides the noise. Also, highlighting the edge of the ramp outside the surgery The provider responded saying following the merger they have now adapted some changes including making a website which will include the recommendations by HW. Staff have done AIS and other training and an electronic screen and fire alarms with flashing lights have been purchased. ‘We have formulated one response and action plan for both Roding Lane Surgery and Clayhall Clinic, as we have successfully merged as 'Clayhall Group Practice' from 02/10/2017.’

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General details

Report title 
Enter and view: Clayhall Clinic, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 31 August, 2017
Date evidence capture began 
Thursday, 31 August, 2017
Date evidence capture finished 
Thursday, 31 August, 2017
Type of report 
Enter and view
Key themes 
Access
Communication between staff and patients
Complaints procedure
Healthwatch reference number 
Rep-1579

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
Mobility
Multiple
Vision impairment

Details of people who shared their views

Number of people who shared their views 
6
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Doctors
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? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
Tangible Impact (cost related)

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.