Summary of report contentHealthwatch 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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Enter and view: Cranbrook Surgery
Date of publication
Monday, 1 October, 2018
Date evidence capture began
Thursday, 28 September, 2017
Date evidence capture finished
Thursday, 28 September, 2017
Type of report
Enter and view
Building and facilities
Car parking access
Communication between staff and patients
Digitalisation of services
Lifestyle and wellbeing
Quality of appointment
Quality of staffing
Service delivery organisation and staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Secondary care services
Types of disabilities
Learning or understanding or concentrating
Long term condition
Types of long term conditions
Blindness or severe visual impairment
Deafness or severe hearing impairment
Number of people who shared their views
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?
What was the main sentiment of the people who shared their views?
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?
What type of impact was determined?
Tangible Impact (cost related)
Tangible impact (not cost related)