Patient Feedback
From time to time we will ask patients to complete a questionnaire on their views of the practice and how we could improve. These surveys are confidential and help us improve the service we offer to you.
In health care, it is especially important that you understand what is happening and feel comfortable about it. Please discuss any concerns or questions you have about your treatment with your doctor or the practice nurse. You are also welcome to speak to any of our staff if you have any issue that you want to raise informally. This feedback form may make it easier for you.
Your Feedback
If you have a concern, the chances are that you are not alone. Your feedback could make us aware of problems that we don’t know about. So, we want to hear from YOU!
If you have a complaint, we will respond to it promptly and sensitively. Your feedback will be regarded as confidential and is managed according to the Health Records Act. You can play an important role in resolving the problem by providing as much relevant information as possible, including any documents, and the names of any staff you have dealt with.
Our Privacy Officer, Jeanne Webb, deals with all complaints and ensures that all serious complaints are brought to the attention of all our staff. We investigate comments and complaints thoroughly at our Quality Improvement Meetings to ensure that we understand what happened and why, and to plan ways to prevent it happening again. We will keep you informed at all times so you know what is happening.
What we will do
We will work with you to assess the most appropriate way to resolve your problem and achieve the best result. We ask you to consider the outcome you would like and how we could provide it for you. We will provide you with all the facts about what happened and any strategies we have devised to improve our service as a result.
Improving our service
Compliments and complaints are discussed at our Quality Improvement Meetings and at Clinical Meetings. We work together to find ways to improve and keep staff informed of what happened.