Enter and view: VM Surgery

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Summary of report content

In 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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General details

Report title 
Enter and view: VM Surgery
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 11 January, 2018
Date evidence capture began 
Monday, 2 October, 2017
Date evidence capture finished 
Monday, 2 October, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Car parking access
Communication between staff and patients
Complaints procedure
Digitalisation of services
Health inequalities
Information providing
Quality of staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Good Practice
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
Types of long term conditions 
Blindness or severe visual impairment
Deafness or severe hearing impairment

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
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 
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 but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.