Enter and view: The Drive Surgery

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Summary of report content

Healthwatch Redbridge conducted an Enter and View visit at The Drive Surgery in October 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. Healthwatch also reviewed the GP website for accessibility. Enter and View representatives made observations and engaged with five patients, as well as the Receptionist and Practice Manager. They found that there were some instances of poor accessibility outside of the premises and on the GP website. However, the GP surgery was able to provide different formats of information to accommodate to differing needs. Staff had been trained in how to support patients with visual and hearing impairments and learning disabilities. A total of seven recommendations were made in the following key areas: Accessibility of the practice website, improvements to accessibility at entrance, staff training and provision of alternative formats. The Drive Surgery responded positively to the report and have actioned, or made plans to action, all the recommendations.

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General details

Report title 
Enter and view: The Drive Surgery
Local Healthwatch 
Healthwatch Redbridge
Date evidence capture began 
Thursday, 12 October, 2017
Date evidence capture finished 
Thursday, 12 October, 2017
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Communication between staff and patients
Health inequalities
Information providing
Interpreters
Quality of care
Quality of staffing
Staff attitudes
Staff training
Support
Healthwatch reference number 
Rep-6719

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced/Unannounced

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
Types of long term conditions 
Blindness or severe visual impairment
Deafness or severe hearing impairment

Details of people who shared their views

Number of people who shared their views 
5
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
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
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.