Summary of report contentIn October 2017, Healthwatch Redbridge conducted an announced Enter and View visit at VM Surgery in Ilford, Essex, as part of the local Healthwatch programme of Enter and View visits to GP Practices in Redbridge to evaluate whether providers are adequately supporting people with communication impairments to use services. Three Enter and View representatives made observations and spoke with the Receptionist during the visit. They were unable to speak with any patients during this visit as there were no people waiting for appointments. Observations focused around whether providers met their obligations under the Accessible Information Standard (AIS). Volunteers looked at website accessibility, building accessibility, parking, facilities, provision of information and alternative formats, hearing loops and procedures to support the communication of patients with a hearing or vision impairment. A total of 10 recommendations were made suggesting ways to enhance the service to meet obligations set out under legislation as above. Palms Medical Centre responded to the report stating only that the surgery has been closed since 1st November 2017.
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Enter and view: VM Surgery
Date evidence capture began
Monday, 2 October, 2017
Date evidence capture finished
Monday, 2 October, 2017
Type of report
Enter and view
Building and facilities
Car parking access
Communication between staff and patients
Digitalisation of services
Quality of staffing
Other information of note about this report
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Types of disabilities
Learning or understanding or concentrating
Types of long term conditions
Blindness or severe visual impairment
Deafness or severe hearing impairment
Number of people who shared their views
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
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Yes but provider disagrees
Is there evidence of impact in the report?
Is there evidence of impact external to the report?