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Patient Feedback 2022
We would like to hear from you
Patient Feedback Questionnaire - 2022 Results
We recently collected feedback by offering a questionnaire at random to some of our patients asking them to evaluate their experience with our practice. The aim of the feedback was to better patient experience, enhance our service delivery and the care our patients received. Some aspects of the practice included:
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Access and availability (making an appointment and waiting to see a GP)
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Communication and interpersonal skills (GPs, Nurses, and reception staff)
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Information provided by GPs
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Privacy and Confidentiality
Overall Results
We found most patients rated our practice as very good or excellent in most areas with the exception being the lack of permanent doctors (discussed in more detail below). Results were consistently very high across all other areas.
The results demonstrated most of our patients are satisfied with the level of health care they receive and the level of service they receive from our staff. It was very pleasing to read the positive and complimentary comments left by patients about our team members.
Doctors
Most of you will be well aware of the national shortage of doctors. The media has been covering this issue for quite some time now. Hence, we have an unprecedented decline in the supply of doctors which has led to numerous towns and regional areas across the country without any GPs.
We are pleased to announce that we have secured a permanent full time GP who will start with our practice in October 22. Dr Mehdi Khodadadi spent some time with us earlier in the year, and was so impressed with the clinic, staff, and kindness of patients that he made the decision to relocate to East Gippsland with his wife and dedicate his time to us on a permanent basis whilst working alongside Dr Leong Tang. As a result, we will be able to host international medical graduates under his supervision, which will help us with ongoing succession planning.
We have been fortunate to have the ongoing support of RWAV (Rural Workforce Agency Victoria) who have assisted us in finding locum GPs to help fill the void we have experienced due to GP retirements and relocations. We have been continuing to support our patient demographic using this service and will continue to seek assistance where and when this is required. After all, GPs are like any working person, they need to take a break throughout the year to spend time with their families. So, when you may not be able to see your 'regular' GP, rest assured our fantastic Locum GPs will take every care and consideration when consulting you; and who knows, they may even want to stay!
Other suggestions for improvement
In addition to improving the shortage of doctors issue, we received the following feedback:
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Doctor Turnover is High
We agree! doctor turnover has been high! WHY?
Well we have been reliant on locum GPs to support our patient base due to the national shortage of GPs reluctant to relocate to a regional area. Albeit, we think the area is beautiful, and most GPs that come here think the same. Generally, our Locum GPs spend 2 weeks at a time, however, in some instances they may stay for longer periods.
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Telephones
Some patients felt trying to contact the clinic at times was obstructed by the phones having a recorded message playing at certain times throughout the day.
We listened, and after discussions with the staff, made the changes, and are pleased to advise that this is now working well.
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Waiting Room & TV
There were various comments about the waiting room being cluttered, too many posters and signs, overwhelming and messy
We listened, and our waiting room has now been re-evaluated with fresh eyes, outdated information has been removed, and more patient relevant information has been presented. We are also in the process of having a TV installed providing health updates and any new information about the clinic.
Thank You
We would like to thank everyone who participated for their valuable contribution to improving our practice.