Enter and view: Grove Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Grove Surgery on Tuesday 11th July 2017, to discover 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. HW representatives talked to the staff and observed the premises during their visit. 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. HW representatives also checked the surgery website to find out whether it is accessible for people with communication impairments, however, Grove surgery did not have a website at the time of the visit. The representatives reported that the outside of the premise provided easy access and clear legible signs for patients. The observations made inside the surgery were : The waiting area was hazard free, with clearly signed fire exits, a flashing fire alarm, toilets signed with pictures and the staff communicating with the patients in a professional and friendly way. The noticeboards were generally easy to read. There was no information about the surgery feedback policy. The HW reps spoke to the manager who explained the system involved in identifying the patients’ needs and the training received by the staff to support these needs. The surgery had 24 patients with learning disability. The surgery did not have a communications book, but the manager is interested in obtaining this book. The surgery provided interpreters, large prints in documents, hearing loop and lip-reading services when needed. HW reported that one of staff spoken to was unaware what the Accessible Information Standard. The staff had not received any specific training for visual impairment, hearing impairment and learning disabilities. Once a patient is flagged on the computer the staff will see to it that the patient’s needs are met, either through an interpreter or a large print, while someone with a learning disability would be supported to complete the registration form if necessary. They will also take their time to explain anything necessary to the person. Representatives only spoke to one patient. He said that he registered a while ago, so he was unsure whether staff asked about his communication needs. The report recommends the surgery should have an accessible website, and a communication handbook should be available in the reception to help the staff to communicate more effectively with patients who have communication impairments. Staff should reduce reliance on carers, family and friends to relay information to the patient. Visual impairment and deaf awareness training should be provided for all staff members as an annual roll on programme. The complaints/compliments procedure should be available on the noticeboard and it should also be available in a variety of formats such as large print, and the noticeboards should be brought down to eye level for wheelchair users. The provider responded to the recommendation outlining plans for further training of its staff and the communication handbook has been ordered.

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General details

Report title 
Enter and view: Grove Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 11 July, 2017
Date evidence capture began 
Tuesday, 11 July, 2017
Date evidence capture finished 
Tuesday, 11 July, 2017
Type of report 
Enter and view
Key themes 
Access
Staff training
Healthwatch reference number 
Rep-1418

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured 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
Mental health services 
Learning disability service

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 
3
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? 
Positive

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.