Enter and view: Heathcote Primary Care Centre, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Heathcote Primary Care Centre, on 3rd 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 to the surgery is clear and unobstructed. There are no designated accessible parking spaces and there is a level entrance so no need for ramp. Inside the premise there was no glass at reception, which made it easier to support a Deaf person effectively. No trip hazards or sharp edges were identified and signage to toilets were in both words and pictures. There was no complaints procedure in the notice board, but plenty of hearing loops signs. No screen available either but clearly signed fire exit. Speaking to staff HW reps found out that the patients’ communication needs are asked about at registration, hence flagged for the staff to know. Staff have not been trained on Deaf awareness or communication impairment. The surgery can access BSL interpreters on request. There was no communications handbook. The manager said that the surgery does not currently have any patients with communication needs. The fire alarm did not have flashing lights. HW spoke to one patient (registered in 1969) who did not have any communication needs so couldn’t contribute much to the report. Some of the recommendations made by HW in the report were: to create an accessible website; place a communications handbook in the reception area; AIS training should be provided for all staff; the surgery should consider getting a screen and making a complaints policy available in all formats. The surgery needs to put a procedure in place to identify communication needs of existing patients. The fire alarms should have red flashing lights. The provider responded saying they will look into getting a website, get staff training and obtain a communication handbook.

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General details

Report title 
Enter and view: Heathcote Primary Care Centre, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 3 August, 2017
Date evidence capture began 
Thursday, 3 August, 2017
Date evidence capture finished 
Thursday, 3 August, 2017
Type of report 
Enter and view
Key themes 
Access
Information providing
Healthwatch reference number 
Rep-1498

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
Vision impairment

Details of people who shared their views

Number of people who shared their views 
5
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? 
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.