PATIENT FEEDBACK
The Practice Accreditation and Improvement Survey is a tool for engaging the opinion of our
patients about our clinic. The survey was taken in January 2020 and it contained 28 Multi-scale
questions with responses from poor to excellent. The questions were designed in a way that
targeted all expectations of patients from the moment a patient decides to book an appointment
to the last moment of attendance in the clinic.
In this survey there were 65 participants, surprisingly 29 female and 34 male, mostly in aging
range 25-59. 48 patients visited their usual doctor and 25 patients had more than 6 visits over
last year in our clinic. Most of our patients were confident in talking English although 23 of our
patients had another mother tongue and 20 patients were born overseas, this shows cultural
diversity of our patients. 35 of our patients had tertiary education that shows the high
socioeconomic status in our catchment area and consequently it increased the expectation level
of our patients from the standards of the service we provide for them.
Fortunately, the survey showed excellent outcomes for our clinic. The mean score for most of
the questions was over 95%, which is a great outcome. The worst score was regarding our
after-hours services and obtaining home visits. Regarding our after-hours service, we have to
gradually extend our working hours and give this opportunity to our patients to have continuity of
their care even in the after-hours time. Home visit is another topic that we have to discuss in our
team meetings after settling the Novel CoronaVirus.
Another low score is about “telephone access to a doctor”. Most of the patients are not aware in
what situations they can get connected directly to their doctors and we should train our admins
in a way that they can guide patients correctly.
“Waiting time in surgery”and “Satisfaction with consultation” had 92 percent scores that is an
excellent score but in the CityMed we believe that we can provide the best services with
improving ourselves day by day. Our doctors should focus more on their time management to
decrease waiting time in surgery and consequently more satisfaction during our consultations.
patients about our clinic. The survey was taken in January 2020 and it contained 28 Multi-scale
questions with responses from poor to excellent. The questions were designed in a way that
targeted all expectations of patients from the moment a patient decides to book an appointment
to the last moment of attendance in the clinic.
In this survey there were 65 participants, surprisingly 29 female and 34 male, mostly in aging
range 25-59. 48 patients visited their usual doctor and 25 patients had more than 6 visits over
last year in our clinic. Most of our patients were confident in talking English although 23 of our
patients had another mother tongue and 20 patients were born overseas, this shows cultural
diversity of our patients. 35 of our patients had tertiary education that shows the high
socioeconomic status in our catchment area and consequently it increased the expectation level
of our patients from the standards of the service we provide for them.
Fortunately, the survey showed excellent outcomes for our clinic. The mean score for most of
the questions was over 95%, which is a great outcome. The worst score was regarding our
after-hours services and obtaining home visits. Regarding our after-hours service, we have to
gradually extend our working hours and give this opportunity to our patients to have continuity of
their care even in the after-hours time. Home visit is another topic that we have to discuss in our
team meetings after settling the Novel CoronaVirus.
Another low score is about “telephone access to a doctor”. Most of the patients are not aware in
what situations they can get connected directly to their doctors and we should train our admins
in a way that they can guide patients correctly.
“Waiting time in surgery”and “Satisfaction with consultation” had 92 percent scores that is an
excellent score but in the CityMed we believe that we can provide the best services with
improving ourselves day by day. Our doctors should focus more on their time management to
decrease waiting time in surgery and consequently more satisfaction during our consultations.
OPENING HOURS |
CONTACT |
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MON
TUES WED THURS FRI SAT SUN |
8:30AM-1:00PM
8:30AM-1:00PM 8:30AM-1:00PM 8:30AM-1:00PM 8:30AM-1:00PM 8:30AM-12:30PM Closed |
PHONE: 03 9114 3800
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