Enter and view: The Forest Edge Practice, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Forest Edge Practice, 7th August, 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 surgery website was not accessible at all for people with communication impairments. The outside of the surgery has a large standalone board, not clearly visible, with the name of the surgery on it. There are five accessible parking spaces available in all, but no ramp/lift and no handrail but a slight slope leading to the surgery. Staff in reception are facing patients which makes it easier for a Deaf person to lip read. There are no trip hazards/ sharp edges, and signage across the surgery was clear and easy to read; toilets only had pictures but no words. The noticeboards had adequately spaced out and easily legible information. There was no hearing loop sign in the waiting area. There was an electronic screen with a beep sound to alert the patient. Speaking to the staff, HW reps found that patients are identified to have communication needs when they have a health check with the nurse and then they are flagged in the system. The surgery is not currently using the hearing loop system; staff have not been provided with training on how to support people with communication needs. The surgery is not able to provide information in formats such as large print, audio and easy read for patients. There is no communications book. One staff member said that she would provide someone with a hearing impairment information in a written format but was unaware of the ways to provide information to someone with a visual impairment and learning disability. HW reps spoke to 5 patients, 1 of which has a hearing impairment and felt his needs are currently being met. Recommendations made by HW were: make the website more accessible; place a communications handbook in the reception area; visual impairment and deaf awareness training should be provided for all staff; info in easy read format and a complaints policy should be made available. Highlighting the edge of the ramp and installing a hand rail outside is necessary. The provider responded to the recommendation positively with some changes already in effect and some to happen soon.

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General details

Report title 
Enter and view: The Forest Edge Practice, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Monday, 7 August, 2017
Date evidence capture began 
Monday, 7 August, 2017
Date evidence capture finished 
Monday, 7 August, 2017
Type of report 
Enter and view
Key themes 
Access
Complaints procedure
Healthwatch reference number 
Rep-1506

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
Learning or understanding or concentrating
Mobility
Multiple
Vision impairment

Details of people who shared their views

Number of people who shared their views 
8
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
No
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 
Administrative
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
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact
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.