Enter and view: The Fullwell Avenue Surgery

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to The Fullwell Avenue Surgery on 10 August 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 issues or challenges faced by someone with an impairment. The surgery does not have a website. HW reps found the signage on the outside of the premise visible and easy to see from a distance, but it did not have the name of the surgery on it. There was no accessible parking space, but a ramp with a handrail was available but the edges were not highlighted. Inside there was a glass screen separating the receptionist from patients. This can make it more difficult for a Deaf person to lip read. There were no trip hazards. The notice board was cluttered with no complaints policy available to see, besides a leaflet written in regular font. The fire exists were clearly signed and there was a hearing loop sign. There was no electronic screen or a poster informing patients are the AIS. Speaking to the Manager and the other staff, HW reps were told that patients are asked about their communication needs when they first register at the surgery. Patients’ needs are recorded on the database, which later flags up to the staff. The surgery cannot access BSL interpreters, signalong or Makaton. The surgery does not have a communications handbook. The surgery is able to provide large print information for patients however they cannot provide easy read, braille or audio. The staff member spoken to said that they have not been provided with training on how to support patients with visual impairments, hearing impairments and learning disabilities, however, training would be very useful. They mentioned that people with learning disabilities often come with a family member or carer. The surgery does not have a communications handbook Representatives spoke to two patients during the visit, both patients did not have any communication needs so they were unable to provide any more information. HW made a few recommendations: To make an accessible website, placing a communications handbook at reception, training staff on AIS. Also, less reliance on carers, family and friends to relay information to the individual. A complaints/compliments procedure made available in a variety of formats such as large print. Set up an electronic screen with audio info to inform patients when it is time for their appointment. Put together a procedure in place to identify communication needs of existing patients. The fire alarms should have flashing lights as well when the alarm sounds. Patients should have access to communication support such as a BSL interpreter, and it would be useful to have the name of the surgery on the board outside. No response was received from The Fullwell Avenue Surgery.

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General details

Report title 
Enter and view: The Fullwell Avenue Surgery
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 10 August, 2017
Date evidence capture began 
Thursday, 10 August, 2017
Date evidence capture finished 
Thursday, 10 August, 2017
Type of report 
Enter and view
Key themes 
Access
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Health and safety
Interpreters
Support
Healthwatch reference number 
Rep-1518

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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
Vision impairment

Details of people who shared their views

Number of people who shared their views 
4
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
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 
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? 
No
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.