The visits were planned to evaluate access for those with communication impairments to Emergency Departments (EDs) across North, Central and East London.
Results of visit Reception
Layout and Communication Access
- Signage in the reception area was clear and easy to read.
- The entrance was not easy to navigate for visually impaired people with a cleaning sign in the centre of the A&E entrance door and a temporary queue barrier at the reception desk.
- Authorised Representatives were unable to test the response of the receptionist as staff approached them before they got to the front of the queue.
- The staff who approached the group initially only addressed our group members who did not have an impairment suggesting a need for disability and sensory impairment training.
- Staff said that after identifying that the patient has specific needs, this is written on the card, which would then be passed on to other members of staff.
- There is no buzzer and pager system used in the waiting area.
- There was no communications tool kit available in reception. Staff had not heard or seen anything about this before it was mentioned during this visit...
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