Enter and view: Hainault Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Hainault Surgery, on 1st 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 did not have a website. The sign in front of the surgery is easy to read, but doesn’t specify the name of the surgery. There is one accessible parking space which does not belong to the surgery. The initial interaction with the HW representative suggested that the reception staff member does not know how to support a Deaf person effectively. No trip hazards or sharp edges were identified but there was not enough signage to toilets. The noticeboards were somewhat cluttered, and an outdated complaints procedure was difficult to notice because it did not have a heading and was written in regular font size. The fire exit is clearly signed with words and pictures. The HW reps report on the inter view with the surgery staff: Any needs the patients have are picked up at the initial appointment with the nurse and then entered in the system and flagged when booking appointments. The surgery does not have a hearing loop system. Staff have not been provided with training on how to communicate with patients who have communication impairments. The surgery is unable to access BSL interpreters, signalong and Makaton. There is no communications handbook. The practice manager said that the surgery does not currently have any Deaf patients or patients with visual impairments and only about 10 patients with learning disabilities. One staff member said that she can provide information for someone with a hearing impairment due to her experience rather than training. One of the three patients interviewed by the HW reps said that he has a slight hearing impairment (about 30% hearing loss) and he is supported effectively by the staff. Recommendations made by HW in the report were: make the website more accessible; place a communications handbook in the reception area; AIS training should be provided for all staff; staff should reduce reliance on carers, family and friends to communicate to the patients; fire alarms should have red flashing lights and the name of the surgery should be on the board outside. The provider responded very positively to the recommendation ensuring changes will be done in the near future.

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General details

Report title 
Enter and view: Hainault Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 1 August, 2017
Date evidence capture began 
Tuesday, 1 August, 2017
Date evidence capture finished 
Tuesday, 1 August, 2017
Type of report 
Enter and view
Key themes 
Access
Information providing
Staff training
Healthwatch reference number 
Rep-1492

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 long term conditions 
Blindness or severe visual impairment
Deafness or severe hearing impairment
Learning disability

Details of people who shared their views

Number of people who shared their views 
6
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 
Nurses
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
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.