Enter and view: Roding Lane Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Roding Lane Surgery, on 7th September 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. This surgery was going to merge with Clayhall Clinic soon. The surgery did not have a website. Reporting on the outside of the surgery, there is a large sign saying ‘Surgery’ and three parking spaces available in the front of the surgery, with a ramp which is not highlighted. Inside the premise there was no evident trip hazards, the receptionist sits facing the patients, and the noticeboard is not cluttered. A complaints procedure was on the notice board, and sign of hearing loop in reception. There is an electronic screen available, but not properly installed, and there was no poster informing people about AIS . There surgery did not have fire alarms. Speaking to the manager, HW reps found out that patients are asked about their communication needs when they first register at the surgery. If staff find out about an existing patient’s communication needs, then it will be noted on the database. There is a portable hearing loop available in the surgery, and the staff are trained in using it. Staff have not been provided with training on how to support patients with communication needs, Deaf awareness , communication and easy read training. There is no communications book available. The representatives spoke to three patients during the visit. None of the patients had any communication needs so they were unable to provide any more information. 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 and other training should be provided for all staff; patients should have access to communication support such as a BSL interpreter so their communication needs may be met. Also, highlighting the edge of the ramp outside the surgery The provider responded ‘We have formulated one response and action plan for both Roding Lane Surgery and Clayhall Clinic, as we have successfully merged as 'Clayhall Group Practice' from 02/10/2017.

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General details

Report title 
Enter and view: Roding Lane Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 7 September, 2017
Date evidence capture began 
Thursday, 7 September, 2017
Date evidence capture finished 
Thursday, 7 September, 2017
Type of report 
Enter and view
Key themes 
Access
Car parking access
Complaints procedure
Staff training
Support
Healthwatch reference number 
Rep-1602

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
Multiple
Vision impairment

Details of people who shared their views

Number of people who shared their views 
4
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 
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.