Enter and view: The Willows Practice, Redbridge

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Summary of report content

Healthwatch Redbridge did an announced Enter and View visit to The Willows Practice, on 8th August, 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 did not find it to be accessible. Outside the premise the representatives found the name of the surgery on a standalone board which was obstructed from view by the hedge. There were five accessible car parking spaces outside the surgery, but no ramp. Inside the surgery staff were sitting facing patients which makes it easier to lip read. There was no trip hazard, and the signs across the surgery were clear and easy to read. The notice board was not cluttered with information adequately spaced out and easily legible. The complaints procedure was available on every noticeboard in the surgery, and a hearing loop sign also posted. The HW reps were happy to see there was a poster informing patients that the surgery is able to offer interpretation services including British Sign Language and the surgery does not accept family members as interpreters. The surgery has an electronic screen. The manager and staff informed HW that patients ‘communication need are found out through a health questionnaire and then flagged up on the computer system. Staff have been provided with communication training but not visual and hearing impairment and learning disabilities. There was no communications handbook. The staff member was unaware of the Accessible Information Standard. She went on to explain how the needs of the patients are met. The fire alarm has a red flashing light. HW reps spoke to three patients, none of whom had any communication needs so were 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. Staff should receive training in AIS and visual impairment and deaf awareness. The complaints/compliments procedure should be made available in a variety of formats such as large print. There should be a handrail by the slope outside the surgery. The service provider responded very positively and reported back with the changes they have incorporated and those they plan to do.

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General details

Report title 
Enter and view: The Willows Practice, Redbridge
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Monday, 20 November, 2017
Date evidence capture began 
Monday, 20 November, 2017
Date evidence capture finished 
Monday, 20 November, 2017
Type of report 
Enter and view
Key themes 
Access
Car parking access
Communication between staff and patients
Complaints procedure
Staff training
Healthwatch reference number 
Rep-1826

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
Multiple
Vision impairment

Details of people who shared their views

Number of people who shared their views 
5
Age group 
All people 18 and over
Gender 
Female
Ethnicity 
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
Service manager
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? 
Yes
Is there evidence of impact external to the report? 
No
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.