Enter and view: Newbury Park Group, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Newbury Group Practice on 13th 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. HW volunteers checked the surgery website and found it to be somewhat accessible. HW reps found the signage to the surgery easy to read from a distance and accessible parking is available. Observations made inside the premises shows no signs of trip hazards. Staff were interacting with patients in a positive way. Fire exists were clear and easy to see. The notice boards were clear and an accessible information poster was available as was a complaints procedure. The screen displays the patient’s name. A fixed hearing loop is available HW reps spoke to the practice manager who said the database alerts the staff if the patient needs access support. She explained how the system works so that the patients’ needs are met. The staff are trained well, and they use BSL interpreters and Signalong support. Two other staff members spoken to also seemed happy with their training and knowledge of Accessible Information support. HW spoke to 4 patients. HW made the recommendations below: To make the website more accessible; to make a Communication Book available in reception; complaints procedure should be available in a variety of ways; posters advertising AIS and hearing loop should be available in reception. The service provider responded positively to the recommendations and plans to carry out some of them with the help of HW.

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General details

Report title 
Enter and view: Newbury Park Group, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 13 July, 2017
Date evidence capture began 
Thursday, 13 July, 2017
Date evidence capture finished 
Thursday, 13 July, 2017
Type of report 
Enter and view
Healthwatch reference number 
Rep-1429

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
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? 
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

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.