Enter and view: The Shrubberies Medical Centre

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to The Shrubberies Medical Centre, on 4th 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 Roding Lane surgery. The HW reps found the surgery website to be somewhat accessible. Reporting on the outside of the surgery, signage to the premises is clear from one direction but not from the other side. There are two accessible parking bays in front of the surgery. A ramp is available. There is no handrail. At the entrance of the premise there was no trip hazard. No glass screen separating staff from patients makes it easy for patients to lip read. There were no signs to the consulting rooms. The doctor’s name is not available on the door and there was no electronic screen informing patients it’s their turn. There was no poster about AIS. The fire exits were clearly signed in pictures and words. Staff were unsure whether the fire alarm has flashing red light, or not. Speaking to the reception manager, HW were told that patients are asked about their communication needs when they first register at the surgery, this is flagged when they come for their appointments. Staff are trained in using the hearing loop and in deaf awareness and communication. There is a communication book and the surgery can access BSL interpreters using Big Word. 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 make the website more accessible; highlight the edge of the ramp; add a sign outside the surgery; reduce reliance on family and carers for communication; AIS training should be provided to all staff ; fire alarms should include flashing lights, and install an electronic screen. The service provider responded to the recommendations explaining the electronic screen has been installed and explained how they have incorporated some of the other changes or already have them in place.

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General details

Report title 
Enter and view: The Shrubberies Medical Centre
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Monday, 4 September, 2017
Date evidence capture began 
Monday, 4 September, 2017
Date evidence capture finished 
Monday, 4 September, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Health and safety
Quality of care
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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 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 
Specific ethnicity if known 
Sexual orientation 
Not known
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? 
Yes action has been taken or promised
Is there evidence of impact external to the report? 
What type of impact was determined? 
Tangible Impact (cost related)
Tangible impact (not cost related)

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.