Enter and view: Fencepiece Road Medical Centre, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Fencepiece Road Medical Centre on 27th July 2017, to check if the Accessible Information Standards have 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 challenges someone with an impairment might face when using the facilities in the surgery. HW volunteers checked the surgery website and didn’t find it very accessible. HW reps found the signage to the surgery easy to read and accessible parking is available. Inside the premises, they found it to be generally accessible with a hearing loop sign displayed in reception. Staff were interacting with patients in a friendly way making it easy for deaf patients to lip read. The notice boards were not cluttered but there was no poster telling patients about AIS. The screen displays the patient’s name. Fire exit signs were not installed yet. The practice manager informed HW reps that patients are not asked about their communication needs when they first register at the surgery but only after their initial appointment with the practice nurse that they will be flagged in the system. There is nothing in place for existing patients. The surgery has a hearing loop however the manager did not know about this. Speaking to the manager and doctor, HW learnt that the surgery is unable to provide access to BSL interpreters, Signalong and Makaton. There is no communications book available in the surgery and the manager was uncertain about what they would do if the next of kin/carer required information in an accessible format. Much training was needed for the staff. HW reps spoke to 5 patients during the visit. 4 had not been asked about their communication needs. One patient reported that reception staff are unable to help him effectively according to his communication needs, but the clinicians are able to. HW recommended that the website be made more accessible, a communication book be placed in reception, staff should receive training in AIS and better information and signage for a complaints policy and AIS made. It was also recommended that the surgery needs to put a procedure in place to identify communication needs of existing patients. Fencepiece Medical Centre thanked HW for the recommendations made and responded to some of the suggestions made.

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General details

Report title 
Enter and view: Fencepiece Road Medical Centre, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 27 July, 2017
Date evidence capture began 
Thursday, 27 July, 2017
Date evidence capture finished 
Thursday, 27 July, 2017
Type of report 
Enter and view
Key themes 
Complaints procedure
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

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? 

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.