MONDAY to FRIDAY – 8:30am to 6pm
SATURDAY – 8:30am to 12pm
Suite 6, Ground Floor 32 Florence St HORNSBY NSW 2077
MONDAY to FRIDAY – 8:30am to 6pm
SATURDAY – 8:30am to 12pm
Suite 6, Ground Floor 32 Florence St HORNSBY NSW 2077
| WHAT YOU TOLD US | WHAT WE HAVE DONE |
|---|---|
| 1. Only 80% of patients were happy with the waiting times | Patients are requested to ask Staff for approximate waiting times upon arrival or ring before attending their appointment. However, patients need to be mindful that only estimates can be given and while the doctor may be on time when they ring, it may not be the case by the time they arrive. Also, in respect for others waiting, please do not squeeze in extra family members. One appointment per patient is preferred. Similarly, if you have been “fitted in” please confine your appointment to the reason we are fitting you |
| 2. You want better access to docto/nurse (81%) | We have started flagging your preferred GP in our Clinical software. We have also started blocking a few continuity appointments daily for returning patients.
Your care team as a whole works together, even of you do not get to see your regular GP, your care is carefully handed over to the doctors colleague and they will discuss your case carefully. We are promoting team-based care messaging so that if you see another doctor they will have knowledge about your particular case. We are also looking into adding another GP and a locum nurse for when our clinical staff are on leave. |
| 3. Level of satisfaction with the After-hours service 67% | We also would like to continue to receive feedback on the After - Hours service for quality improvement purposes. Please let your doctor know of your experience when you use the service or place a note in our suggestion box. |
| 4. 84% of our patients were unsure how to make complaints or give feedback | 66% of our patients said that the opportunity for making complaints was from good to excellent, 44 left this blank.
We have implemented the following; • Created a Feedback & Complaints poster and form (physical and QR code). • Updated website and patient information sheet with clear contact and escalation pathway. • Add a locked suggestion box in waiting area. Our friendly staff are warm and welcoming as our feedback score was 95%- they welcome all feedback and if they cannot assist will direct you to the next level of support. |
| 5. You asked for better access to home visits (66%) | 55% 0f patients left this blank and 41% of patients rated it good to excellent. With the introduction of Telehealth this has give more opportunity to be able to consult with patients who cannot come to the surgery because of their illness. Although not the most favourable method for better health outcomes it alleviates the need for a doctor to travel to a patients house only to offer limited services also than would be if they were to go to hospital. We have also moved to a mor cooperative after-hours service that you can access when we are not open. |
| 6. You mentioned that the some of the TV health content was not appropriate | We have contacted the TV provider and asked them to update their content and informed them of inappropriate contenet. We are also installing a new brochure board for you to stay in touch with current medical advice, initiatives and programmes. |
