Enter and view: Rydal Group Practice, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Rydal Group Practice, on 1st 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. The HW reps found the surgery website to be somewhat accessible. Reporting on the outside of the surgery, it was not very well sign posted. There were three accessible parking spaces right in front of the surgery. There is no ramp/lift but people with wheelchair can access the surgery through the side door. At the entrance of the premise there was a trip hazard (uneven pavement). The glass screen on one side of the reception can create a glare making it more difficult for a Deaf person to lip read. The noticeboards were not cluttered. The complaints/compliments procedure is not available on the noticeboard (it is at reception desk). There was clear signage to the toilet and a hearing loop sign in reception. There was a TV screen to inform patients of when it is their turn and the patient’s name, doctor name and room number is also called out. There is no fire alarm with red flashing lights. The practice manager and deputy practice manager were not available during the visit. The representative was only able to speak to one member of staff (receptionist). She was unaware of AIS. Staff were not trained on how to support patients with visual, hearing impairments and learning disabilities. Patients’ needs are not identified at registration. The surgery is unable to access BSL interpreters and does not have a communications book. The representatives spoke to two 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 make the website more accessible; place a communications handbook in the reception area; staff should reduce reliance on carers, family and friends to relay information to the individual. AIS and other training should be provided for all staff; fire alarms should include flashing lights. The complaints policy and AIS information poster should be available. The Rydal group responded to all the recommendations explaining some actions and outlining the changes they plan to make for others.

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General details

Report title 
Enter and view: Rydal Group Practice, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Friday, 1 September, 2017
Date evidence capture began 
Friday, 1 September, 2017
Date evidence capture finished 
Friday, 1 September, 2017
Type of report 
Enter and view
Key themes 
Access
Complaints procedure
Staff training
Healthwatch reference number 
Rep-1588

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 
3
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
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
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.