Enter and view: Cranbrook Surgery

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Summary of report content

Healthwatch Redbridge conducted an Enter and View visit at Cranbrook Surgery in September 2017 as part of the local Healthwatch programme of Enter and View visits to GP Practices in Redbridge to evaluate whether providers are adequately supporting people with communication impairments to use services. Enter and View representatives made observations and engaged with two patients and two staff members. Observations focused around whether providers met their obligations under the Accessible Information Standard. Volunteers looked at website accessibility, building accessibility, parking, facilities, provision of information and alternative formats, hearing loops and procedures to support the communication of patients with a hearing or vision impairment. A total of seven recommendations were made suggesting ways to enhance the service to meet obligations set out under legislation as above. In terms of impact, the provider’s response to the report was positive and proactive in addressing all the recommendations made by Healthwatch Redbridge. Cranbrook Surgery have since installed an electronic patient call screen and hearing loop and improved accessibility of information on notice boards, as well as making the complaints procedure available in large print format.

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General details

Report title 
Enter and view: Cranbrook Surgery
Local Healthwatch 
Healthwatch Redbridge
Date evidence capture began 
Thursday, 28 September, 2017
Date evidence capture finished 
Thursday, 28 September, 2017
Type of report 
Enter and view
Key themes 
Access
Administration
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Digitalisation of services
Engagement
Health inequalities
Information providing
Lifestyle and wellbeing
Patient records
Quality of appointment
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff training
Support
Healthwatch reference number 
Rep-6676

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
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
Secondary care services 
Appointments

Details about conditions and diseases

Types of disabilities 
Hearing
Learning or understanding or concentrating
Mobility
Multiple
Vision impairment
Long term condition
Types of long term conditions 
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability

Details of people who shared their views

Number of people who shared their views 
4
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
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 
Receptionists
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Neutral

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)
Tangible impact (not 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.