Wallace House Surgery


Wallace House Surgery Action Plan 2012 / 2013

In November 2011 the Practice conducted a patient survey, led by the Patient Committee (PC).  We received 289 completed replies. This was a pleasing response rate of more than 20%. You can read a summary of the results in the Appendix. The results have been considered by the PC and the partners, and after receiving feedback from the Practice Patient Representation Group via an online forum, we are supporting the following action plan, arising from the survey findings.

  • 1. The Practice is taking steps to ensure that its current strengths, reflected in the positive findings of the Patient Survey, are maintained and improved upon.
    • All current members of staff will familiarise themselves with the full analysis of the questionnaire, to take note of not only its positive findings but also the suggested areas for improvement.
    • All new members of staff will study the full analysis of the questionnaire as part of their induction and discuss it with the Practice Manager.
    • Timeframe for implementation: End of June 2012

The Practice will address the negative findings from the survey about the service currently being offered to patients.  The findings will be addressed in the following ways:

  • 2. The Practice will review its information materials, to provide full explanation of how to access the surgery’s services (routine appointments and other services), as well as other local health services such as the GP Out Of Hours Service, utilising a variety of communication methods.
    • Services offered within the surgery: routine and emergency appointments, telephone appointments, specialist clinics and counselling services.
    • Health services available in the locality: GP Out Of Hours Service, Minor Injuries Units, Accident and Emergency Departments and NHS Direct.
    • Communication methods: the Practice website (www.wallacehousesurgery.co.uk), the Practice leaflet, the waiting room TV monitors (currently a slide show), the Practice answer phone, supplementary information leaflets / cards.
    • Distribution methods: leaflet display at the registration desk, waiting room poster/s and television screens, Practice leaflet issued to new patients by the receptionist who registers them.
    • Timeframe for impleme The surgery reception is open Monday to Friday between 8:00 and 18:30 hoursntation: End of June 2012
  • 3. The Practice will take steps to improve access to routine appointments.
    • The Practice will analyse the current appointment system to determine the areas of greatest need for additional appointments.
    • The Practice will examine the current workforce and working practices to determine how the availability of appointments can be improved.
    • Timeframe for implementation: End of October 2012
  • 4. The Practice will improve telephone service.
    • The Practice will analyse the data provided by the current telephone system to determine the times when the telephone demands are greatest.
    • The Practice will review current staffing and working arrangements to shorten the wait time during periods of peak demand.
    • The Practice will review the information provided on the surgery answer phone to ensure it is clear, concise and appropriate.
    • Timeframe for implementation: End of June 2012
  • 5. Confirmation of our opening times
  • As a result of the survey we have not changed our opening times, which remain as follows:
    • You can telephone the surgery Monday to Friday between 8:00 and 18:30 hours.
    • The surgery reception is open Monday to Friday between 8:00 and 18:30 hours.
    • We offer extended hours surgeries on Tuesday evenings between 18:30 and 20:30 hours, and on Saturday mornings between 8:00 and 11:00 hours.
    • For urgent medical advice outside of our normal Monday to Friday opening times, please call the GP Out of Hours service on 03000 33 33 33.