Practice Accreditation And Improvement Survey 2014

Thank you to all our patients’ who participated in our recent survey.

We find this a useful tool to assess how we are doing at providing medical care and to see what areas could be improved.

Generally we perform above average when compared to other practices. This is a pleasing result and consistent with previous surveys.

A summary is provided below.

However there is less satisfaction in some areas and we are endeavoring to make improvements for the future.

For example, telephone access is at times found to be difficult. This is a consequence of being a busy practice and at times especially early in the morning it can be hard to get through or being put “on hold” can be lengthy. To address this we are looking at having some appointments available ”on line” so that bookings can be made by the Internet rather than on the phone. Also with the planned development of the adjacent complex, there may be expansion of reception facilities to assist access.

Waiting times remain a challenge. Whilst we try and accommodate emergencies in our appointment schedule, there are times when unexpected but necessary delays occur to manage more urgent situations. We appreciate that your time is valuable and do our best to minimize disruption. Some patients have suggested using an SMS message to alert when delays in appointments occur. We are seeking advice on developing this service.

Improvement of after hour’s service has also been requested. The Australian Locum Medical Service provides quality care at all times when the practice is closed. We acknowledge that this is not the same as that provided by the practice and some issues are not appropriate for the locum service. In response we are planning on opening extended hours once our new building extension is completed. This will be provided as a trial to see how it is utilized and will involve later evening appointments and Sunday mornings.

We use reminder systems for services such as PAP smears and immunizations but a relatively lower score in the survey suggests that maybe we could use the system better. For example annual blood tests and check ups, health care plans could be included in the system to provide better health care. This will be addressed in future staff meetings.

Once again we thank you for your assistance.

Please feel free at any time to provide further feedback on our services generally and also about the results of this year’s survey.