Enter and view: The Elmhurst Practice, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to The Elmhurst Practice, on 8th September 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. The HW reps did not find the website very accessible. Reporting on the outside of the surgery, signage is clear and there is one accessible parking space outside the surgery and the entrance is level to the surgery. Inside the premise there was no evident trip hazards, the receptionist sits facing the patients. Notices were legible and the noticeboards were not cluttered. There was a notice about making a complaint, but not in all accessible formats. A hearing loop sign was available at the reception desk. Two screens were available in the reception area. The fire alarm did not have flashing lights as well as sound, and were clearly signed in pictures and words. Speaking to two staff members both said they were aware of the Accessible Information Standard and have training on how to support patients with visual and hearing impairment and learning disabilities. Patients’ communication needs are flagged up on the computer system. Large print information is available on request. There seemed to be confusion whether there was a communication book or not. HW spoke to one patient who had a hearing impairment and said the surgery staff are able to help him adequately. Some of the recommendations made by HW in the report were: to make the website more accessible; confirm that there is a communication book; install fire alarms with flashing lights. The surgery should have the full complaints/compliments procedure displayed on the noticeboard in a variety of formats. The provider responded saying they will look into the fire alarms, and the communication book, and in producing the posters in a several formats.

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General details

Report title 
Enter and view: The Elmhurst Practice, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Friday, 8 September, 2017
Date evidence capture began 
Friday, 8 September, 2017
Date evidence capture finished 
Friday, 8 September, 2017
Type of report 
Enter and view
Key themes 
Access
Car parking access
Communication between staff and patients
Staff training
Healthwatch reference number 
Rep-1607

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 
3
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All

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? 
No
Is there evidence of impact external to the report? 
No

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.