Enter and view: Southdene Surgery, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to Southdene Surgery, on 5th September, 2017, to check if 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 faced by someone with an impairment. HW volunteers reviewed the surgery website and found it to be somewhat accessible. On the outside of the surgery, HW reps found there was clear signage to the premise, and there was one accessible parking space, along with a ramp which was quite narrow and not highlighted. There were no trip hazards inside the surgery. Signage directing patients to the consulting room were large and easy to read. Representatives observed the staff members directly facing the patients and speaking clearly. Posters on the wall were spaced out adequately, but no poster for hearing loop or AIS. A TV screen informed patients when it is their turn, and would also go off as a fire alarm. HW representatives spoke to one receptionist and were told she was not familiar with AIS and has not received training in supporting patients with communication needs. There wass a portable hearing loop in the surgery. There is no communication handbook and no flashing lights on the alarm. HW reps spoke to one patient, who did not have any communication needs so was not able to provide any feedback. HW Redbridge made a few recommendations including; to make the website more accessible; place a communications handbook at reception and train staff on AIS and visual and deaf awareness. Staff should reduce reliance on carers, family and friends to relay information to the individual. A complaints/compliments procedure should be made available in a variety of formats such as large print. A hearing loop sign should be displayed as should posters about AIS. The edge of the ramp should be highlighted to make it easier to see in the dark. The service provider responded that they will be incorporating these recommendations and have already installed the posters, complaints policy and the staff have undertaken the training recommended.

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General details

Report title 
Enter and view: Southdene Surgery, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 5 September, 2017
Date evidence capture began 
Tuesday, 5 September, 2017
Date evidence capture finished 
Tuesday, 5 September, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
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 disabilities 
Learning or understanding or concentrating
Vision impairment

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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 
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 in the report? 
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.