PATIENT SURVEY 2015 RESULTS
We would like to thank everyone who participated in the patient survey which was undertaken during
March 2015.
The purpose of the survey is to determine what we do well and areas that may need attention. We also
pay particular attention to comments made which is often more helpful than the scoring system.
Here are the results:
1.
WHAT WE DO WELL:
 ACCESS AND AVAILABILITY
 INFORMATION PROVISION TO PATIENTS
 PRIVACY AND CONFIDENTIALITY
2.
AREAS THAT REQUIRE ATTENTION:

CONTINUITY OF CARE

COMMUNICATION AND INTERPERSONAL SKILLS OF DOCTORS
3.
SELECTED COMMENTS (good & not so good)

Service is fine how it is

Need more doctors

Cost is expensive so would like to be bulk billed for children when they attend.

More choice in the doctor you would like to see. Less waiting time to see the doctor.

Reception staff wear identification / name badge.

You feel good the moment you walk in the place as the staff on the front are so friendly.
 Stop constantly changing doctors. Can’t develop relationship with doctor when they leave after
a year.

Install TV in waiting room, Music in waiting room
 This practice is an excellent example of rural practice at its best. It is very well run and looks
after its patients.
4.
OUR RESPONSE
We attempt to keep waiting time to a minimum but we are mindful of the need to provide
emergency and after-hours care at the hospital, Obstetric, Anaesthetic and Endoscopy services
which all reduce the availability of doctors at the practice from time to time. It is important to us to
provide these services as once they cease it will mean that these services will be lost forever.
Please keep this in mind when you cannot get an appointment with your preferred doctor or you
have to see the duty doctor when no other appointment is readily available. Unfortunately medical
staff are involved in providing a range of services so access to them can be limited at times.
We have a regular turnover of doctors as we are involved in the training of doctors via the rural
pathway under the General Practice Training Program. This involvement is to encourage doctors to
practice in rural areas and each term is of 6 months duration. We have up to three doctors with us
through the program and this is why you may find continuity of care inconsistent on occasions.
One area that we had a surprise result was that of communication and interpersonal skills of
doctors. This used be one of our strengths but now is considered a weakness in your assessment. It
is difficult to gauge what caused this change as there were no comments on the surveys reflecting
these responses. We will however welcome any suggestions in this area and will review what we
perceive needs to be improved.
I think cost of medical services is going to be a continuing problem with the Federal Government
trying to cut costs in the medical sector. If you consider the fee we charge of $75 for a Level B
consultation as excessive just visit a specialist, other professional or have a tradesman look at a
problem. This practice could not maintain our doctor numbers or continue to provide all our
current services if we Bulk Billed all our services.
Any other comments are welcome from time to time and should be placed in the suggestion box in
the reception area.
Thank you for your understanding and support
Ross Higham
Practice Manager
28/04/2015.