Enter and view: Glebelands Practice, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Glebelands Practice, on 5th September, 2017, to check if 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. HW volunteers reviewed the surgery website and found it to be somewhat accessible but needed improvement. On the outside of the surgery, HW reps found there was clear signage to the premise, and there were two accessible parking spaces, along with a ramp which is highlighted at the edges. There were no trip hazards inside the surgery. There were signs in the surgery informing patients about the direction to the consulting rooms. Posters on the wall were spaced out adequately with one poster asking for feedback from patients. There was a hearing loop sign in reception. There was no electronic screen. There were posters informing patients about AIS. There was no fire alarm, however, fire exists are clearly signed in words and pictures. The stairs inside the surgery were highlighted with a black and yellow tape thereby enabling patients to notice the step. Speaking to the manager and 2 staff members HW were told patients are asked about their communication needs when they first register at the surgery and then they are flagged on the system, when they show up for an appointment. The surgery has a portable hearing loop and the staff are trained in using it. There was no communication handbook and the staff were not trained on how to support patients with communication needs but were aware of AIS. One staff member said that she had received training on how to support people with visual impairments, hearing impairments and learning disabilities. The staff explain how they communicate with patients with communication impairment. They have some information available in braille also. HW reps spoke to five patients none of which had communication needs so were not able to provide any feedback. HW Redbridge made a few recommendations including to make the website more accessible; make the outside signage clearer and larger; place a communications handbook at reception and training on AIS for staff. A complaints/compliments procedure should be 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. The service provider said they will be incorporating these recommendations and have already installed an electronic call system in the waiting room.

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General details

Report title 
Enter and view: Glebelands Practice, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 5 September, 2017
Date evidence capture began 
Tuesday, 5 September, 2017
Date evidence capture finished 
Tuesday, 5 September, 2017
Type of report 
Enter and view
Healthwatch reference number 
Rep-1596

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 people 18 and over
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 
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? 
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.