Patient Survey Results

Thank you to all our patients who took part in our recent survey – we appreciate the time you took to tell us your views.

We’d like to share the results of the survey and tell you how we’re addressing the areas you highlighted we need to work on.

Firstly, the positives. Many of you agreed with the following statements, indicating these are our strengths:

• The clinical team respect me
• The clinical team are caring and concerned about me as a person
• The clinical team paid attention to what I had to say
• Reception staff are helpful
• I am confident my information will remain private & confidential
• All my questions have been answered

In terms of what we need to work on, these were the statements you indicated needed focus – we’ve also explained how we are addressing these areas:

Everything ran to time

We know that your time is precious so we keep track of our waiting times.  As a practice, our average wait time from arrival to seeing the Doctor/Nurse is 7 mins, which is low compared to other practices.

To minimise wait times, we book appointments based on the number of issues and/or the level of complexity involved, so that you have the time you need to talk to your doctor.  Sometimes, doctors can still run late.  So we endeavour to SMS our patients when a doctor starts to run more than 15 minutes late.  And when you arrive at the practice, Reception will advise your place in the queue. (If you download the HotDoc app and book using this, you can also see your place in the queue on the app when you check in with Reception.)

It’s easy to make an appointment for a day and time that suits me

We endeavour to have various doctors available at different times, so we can accommodate your needs – particularly during our busy periods such as early morning and late afternoon and we’re also open late each day and every Saturday morning. 

At the end of last year, and following patient feedback, we implemented HotDoc, our new online booking system, to improve the online visibility of our doctors’ availability.

We also maintain a cancellation list – so if you want to see a particular doctor who is fully booked, Reception can offer this option and they will call you if the doctor becomes available.

I am able to see a doctor quickly when I need to

We do have some appointments that are released at the beginning of each day – this means we can accommodate patients who need to be seen on that day.

Occasionally, we are fully booked.  If you need to see a doctor quickly and we can’t offer you an appointment, we will ask a doctor or nurse to speak with you to assess the urgency of your symptoms.  And if you need to be seen straight away, we will fit you in. Thank you again for your participation and for highlighting where we need to focus to improve your satisfaction with our services.