School Lane Surgery

Updated 15 January 2024

The practice is situated within the Norfolk and Waveney Integrated Care System (ICS) and delivers General Medical Services (GMS) to a patient population of about 11,000. This is part of a contract held with NHS England. The practice is part of a wider network of GP practices in the Breckland Alliance primary care network. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the fifth lowest decile (5 of 10). The lower the decile, the more deprived the practice population is relative to others. There is a team of 3 GP partners 4 salaried GPs and 2 physician associates at the practice. There are 5 nurses, 1 trainee nurse assistant, 3 healthcare assistants, 1 advanced care practitioner, 1 phlebotomist, and 2 care coordinators. The provider also had support from a pharmacist, 2 mental health workers, 1 mind recovery worker, 2 pharmacists, 2 first-contact physiotherapists, and midwives and a health visiting team. The practice manager provides managerial oversight. The practice was open between 8 am to 6.30 pm Monday to Friday. Extended access was available Monday to Friday 6.30 pm to 8 pm and Saturday 9 am to 5 pm. The practice offered a range of appointment types including book-on-the-day, telephone consultations, in-person, and advanced appointments. Extended access was provided locally by the Breckland Alliance primary care network, where late evening and weekend appointments were available. The practice provided homeless patients support with donating food, referral to the local homeless charity, and signposted to the nearest shower facilities. The provider worked with Norfolk vulnerable adults service to support patients and organise social prescribing plans to homeless patients. Staff at the practice were given long service awards and pastoral support.

Updated 15 January 2024

The practice had positive data from their in-house patient surveys that were yet to be reflected in the National GP patient survey. The national GP survey results have shown an overall decline in patient satisfaction since 2021. Patients contacting the practice via telephone had decreased by 18%. There had been a 19% decline in patient satisfaction with appointment times offered. Overall patient experience of making an appointment had declined by 23%. In response, the provider had asked patients for feedback and made changes to access. Positive data about access had been collated in the past 6 months that showed patient satisfaction was increasing month on month. There were 2 annual practice patient surveys completed. Satisfaction levels were collated and the provider completed an action plan of improvement areas which included asking patients for ideas involving the patient participation group for a patients perspective. Monthly friends and family surveys were completed to monitor progress. The provider would also run reports for patients who did not attend appointments and theme analysis was completed for further improvements. Staff were also given opportunities to give feedback weekly for their input into all practice changes.