We listened to you … and we are
improving patient care
THANK YOU
For taking a moment to complete a patient survey after your recent appointment. This helps us to continue improving the practice, the service we provide and patient care.
At Integrative Health Solutions we recently carried out a patient survey (the Practice Accreditation and Improvement Survey) through Insync (approved by the RACGP) and asked for your honest opinions on the service we provide. We appreciate your kind words and compliments! We also listened to your concerns and have /are taking the following actions to make improvements to patient care where you feel it would be most useful:
| What you told us could be improved | What we are doing |
| Larger opening at front desk to improve communication, or remove the screen.
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To ensure WHS, privacy and infection control standards are upheld, this screen is necessary. We are looking at increasing the base opening and / or adding speech holes to improve communication and the patient experience. |
| That some people have concerns about having to validate their details at each visit, in a waiting room setting where others can potentially hear. If these details must be confirmed that we find a better way to do it. | The RACGP require that 3 details are verified at each patient contact to ensure clinical accuracy. We acknowledge your privacy concerns and can accept a drivers licence, or pt ID card (available from reception) if you prefer. A self-check-in is also available to you. |
| On occasion, there can be long and unreasonable delays on hold when phoning the practice. That this has become worse. | We have increased our reception team and are focused on improving training to resolve some of these concerns & minimise wait times. |
| The connections with telehealth appointments | Our team are actively reviewing this and training additional staff to troubleshoot errors. |
| Improve continuity of care by retaining family doctors in the practice. | Unfortunately, several GPs over the years have relocated interstate and this was beyond our control. As a GP training practice, you may also notice some changes in these rotations. We continue to work hard to retain family GPs. |
| To fix the potholes in the driveway | We have and will continue to pass on your feedback to the owner of the site regarding this and they are actively fixing these potholes. |
| You would like to be advised when the doctor is running late prior to arriving for your appointment and you would like this to be accurate. | The practice procedure is for reception to call patients as soon as they become aware of extensive delays. Unfortunately, at times it can become busy and time escapes staff. We have reminded the team of this, but welcome you to phone the practice before you leave home to avoid you waiting unnecessarily. To provide patients the time they need, delays cannot always be predicted, but we do offer tea / coffee to improve your experience. |
| It can be hard to see a specific doctor as they are much sort after by clients. | All Drs reserve some on the day appts for their patients but demand can exceed these. If your preferred GP is unavailable a family dr can assist you and a duty dr is allocated daily. |
| Reducing the cost of services and consultations.
Becoming a bulk billing clinic. Offering payment plans. That we were more expensive than other gps. |
Our priority is to provide a high level of service. While Medicare rebates have increased again recently, they have not kept up with increases in wages and costs, or the standards we must meet. Our appointments are generally15 +min unlike bulk billing clinics which are 6mins. The hourly rate for our drs is no more than BB drs. It is just that our appointments are longer. If you are in hardship, payment plans can be made. |
| Why can infusions not be bulk billed | There are no rebates for infusion services and therefore this cannot be bulk billed. Our costs are lower than others by using a group setting. |
| To frost the reception office windows so the computer screen is not reflected in them. | These cannot be fully frosted as it will prevent staff identifying when help is required at the front desk, but we will look into solutions. |
| What you told us you appreciated | |
| The variety of appt types and methods of delivery | Being offered herbal tea / coffee |
| That last minute appointments are now more readily available with a doctor at the clinic | The team being so warm and welcoming and creating a relaxing and safe space |
| The concept of IHS is excellent combining a wide range of health initiatives under one roof. | That you are very happy with the doctors, that they listen and you feel respected. |
| That you are confident in the nursing team | That reception are friendly and helpful |
| Well done for educating students within the practice and training doctors through ACNEM. | Thank you for providing a wonderful service to the Zebras of the world (a team favourite) |
Please note: all feedback was de-identified and cannot be followed up, if you wanted a direct response, please email the practice