We welcome any suggestions you may have. Our practice encourages patients to give feedback, both appreciative and complaints, as part of our customer focused approach to patient care.
You can tell us how we are doing by:
- ringing us on 84705888,
- emailing us at firstname.lastname@example.org
- using our Suggestion Box in the waiting room.
We aim to follow-up ideas and acknowledge notes of appreciation where we can. We conduct patient surveys annually and ensure that the RACGP Standards for General Practice – Patient Feedback Indicators are incorporated into our current survey.
Feedback collected includes, but is not limited to, the following six categories that are considered critical to patient experiences within healthcare facilities:
- Access and availability
- Provision of information
- Privacy and confidentiality
- Continuity of care
- Communication and interpersonal skills of the clinical team
- Communication and interpersonal skills of the administrative team.
As part of our risk management activity, a log of incidents, including complaints, is maintained in an event log and the incident is noted on the patient’s history. Any analysis of events or identification of strategies to minimise subsequent similar events will be retained in a location other than the patient’s history.
Your feedback will be reviewed by the Practice Manager and we will respond to you within the month. If you encounter problems, please discuss them with the Practice Manager.
All feedback is also discussed at our monthly meetings. The result of the discussions will be provided to you.
If you still feel that the problem has not been resolved to your satisfaction, then you may contact the Health Services Commissioner at 55 Swanston Street Melbourne.