Magill Family Practice would like to thank all patients who recently completed our patient Feedback Survey. Your responses will help us prioritise areas for improvement.
The six domains surveyed included:
- Communication and interpersonal skills of admin staff
- Interpersonal skills of clinical staff
- Privacy and confidentiality
- Provision of Information
- Continuity of care
- Access and availability
We are pleased to report that in 5 of the 6 domains surveyed, we scored above the average General Practice rating score with four of those scoring above 90%.
As a clinic, we have always promoted and been proud of the friendly, “family” feel provided by our doctors and staff. It is pleasing to note that a high percentage of survey respondents indicated that the staff are helpful and that they were respected by the clinical team.
It is evident from the latest responses that satisfaction with appointment availability, urgent appointments and wait times remain major concerns for patients.
Waiting times are a common complaint in many GP practices. Some delays while waiting for your Doctor are unavoidable, for example an urgent or complex situation has arisen in a consultation before yours. While staff cannot ensure that consultations run on time, our practice has procedures in place to ensure that patients are aware of wait times which include:
- Where possible, contacting patients ahead of their appointment to advise them to come in later
- Providing estimated waiting times to patients on their arrival
- Encouraging patients to book a longer appointment if they have more complex needs or more than one issue to discuss.
We fully recognise that patients find it difficult to see the Doctor of their choice at short notice. This is a reflection not only of the high demand for our doctors and the high quality service they provide, but also that many of them do not work full time and therefore not available every day.
The appointment schedule allows for doctors to have appointment times available for urgent appointments on the day, although this may not be the Doctor of your choice. Our nurses are also trained to triage and assess urgency.
Our practice continues to encourage our patients to provide both positive and negative feedback as the need arises. This open door approach means that issues can be dealt with in a timely matter and results in on-going improvements.
