We recently conducted a patient survey as part of our ongoing commitment to excellence and accreditation. Your feedback is incredibly valuable to us, and we want to share the steps we are taking to improve your experience at the clinic.
| What you told us – Collins Street Practice | What we are doing about it |
| Communication & Access: Some patients found it difficult to reach our team and noted delays in phone responses. | • We are currently reviewing our booking and callback processes to ensure more timely communication. • We are also investigating an upgrade to our online booking system to improve accessibility and reduce the need for phone calls. |
| After-Hours Care: There was some uncertainty regarding how to access medical care when the clinic is closed. | • We are improving our communications to clearly explain how our after-hours services operate. • Our after-hours providers have provided magnets and brochures, which we will make available in our waiting rooms to keep you informed of these arrangements. |
| Wait Times: You let us know that clinic wait times can sometimes be longer than expected. | • We are auditing our current wait times and optimizing our scheduling software to keep things moving smoothly. • We are also looking into automated text messages to provide you with live updates on any delays. |
| What patients told us – Grosvenor Street Practice | What we are doing about it |
| Wait Times: Patients identified wait times in the surgery as a primary concern. | • Auditing appointment scheduling to identify bottlenecks and reviewing appointment lengths. • Implementing a real-time notification system for patients in the waiting room. |
| Booking & Access: There is a strong request to reinstate online bookings and provide better access for complex appointments. | • Researching better online booking providers . • Introducing dedicated “long appointment” slots for complex care needs. |
| Telephone Access: Patients noted difficulty getting through to the clinic via phone. | • Reviewing staffing levels and exploring online booking solutions to reduce phone traffic. |
| Privacy & Environment: Concerns were raised regarding privacy at reception and the comfort of the waiting room. | • Creating a dedicated office for confidential discussions . • Refreshing the waiting area with a water cooler, fresh plants, and updated décor. |
| After-Hours Care: Some patients were unsure of after-hours arrangements. | • Clearly communicating after-hours and home visit arrangements on our website and practice materials. • Our after-hours providers have provided magnets and brochures, which we will make available in our waiting rooms to keep you informed. |