Enter and view: Goodmayes Medical Centre, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Goodmayes Medical Centre on 6th 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 issues or challenges that someone with an impairment might face when using the facilities in the surgery. The surgery did not have a website at the time of the visit. On arrival to the surgery the representatives found the staff not easy to communicate with since they were staring at their screens which would have made it difficult to lip read. The representatives identified a few hazards such as the coffee table in the middle of the room and the grey carpet on the stairs which can be difficult to see. The surgery was lacking enough signage and information for fire exits. There was an electronic screen in the reception that beeps and displays the patients name when it was their turn. They had 180 patients with communication impairments. HW reps spoke to the practice manager who informed them the patients are flagged on the system so the clinicians and nurses are aware they need assistance. Staff have not been provided with specific training for deaf awareness, communication and easy read. However, they have received general communication training, which covered these topics briefly. The manager said that information is available in different formats for patients depending on their needs. All four patients said that they were not asked about their communication needs when they registered at the surgery. The report makes the following recommendations: the surgery should consider having a website so that patients can access any necessary information on there. This website should be accessible to people with communication impairments. More training for staff. A Communications Handbook with basic images of common BSL and Makaton symbols should be available in the reception. There should be less reliance on carers, friends and family to rely information to patients. Easy read leaflets etc should be available and less information should be put up on the walls to make it less confusing. The surgery responded saying it is in the process of setting up a website, communication book has been ordered, and it is setting up training for the staff and changing the fire alarm. The surgery is in the process of producing large print posters and leaflets and hope to have them available shortly and the sign outside will be made larger for easier read.

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General details

Report title 
Enter and view: Goodmayes Medical Centre, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 6 July, 2017
Date evidence capture began 
Thursday, 6 July, 2017
Date evidence capture finished 
Thursday, 6 July, 2017
Type of report 
Enter and view
Key themes 
Access
Healthwatch reference number 
Rep-1407

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Unstructured Interview
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 of people who shared their views

Number of people who shared their views 
7
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 
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? 
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.