Enter and view: Ilford Lane Surgery

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Summary of report content

Healthwatch Redbridge conducted an announced Enter and View visit to Ilford Lane Surgery on 26 September 2017 as part of a programme of work across all GP practices within the area. The visits were carried out to review the implementation of the Accessible Information Standard to ensure that people with a learning disability, communication impairment or sensory loss are provided with information in a format that they can understand. This project included a desktop survey of the Practice website, two of the volunteers involved in this part of the work had communication impairments; one Deaf volunteer and one volunteer with Asperger's Syndrome. During the visit the Enter and View Authorised representatives spoke with the Practice Manager and one receptionist, they were unable to speak to patients as there were none in the waiting are at the time of the visit. The findings noted that staff receive annual Deaf awareness training, communication training as well as Easy Read training, new patients were asked about communication needs at registration and existing patients' communication needs are updated when they visit the practice. Three recommendations were made to the Practice: the website should be made more accessible; the complaints/ compliments procedure should be available in a variety of formats; the surgery should display a poster about the Accessible Information Standard on the noticeboard. There was no response received from Ilford Lane Surgery

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General details

Report title 
Enter and view: Ilford Lane Surgery
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 26 September, 2017
Date evidence capture began 
Tuesday, 26 September, 2017
Date evidence capture finished 
Tuesday, 26 September, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Health and safety
Holistic support
Information providing
Patient records
Service delivery organisation and staffing
Staff training
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Vision impairment
Types of long term conditions 
Blindness or severe visual impairment
Learning disability

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.