Patient Survey Results

Positive Outcomes

Performance across the following domains was higher than the General Practice standard:

• Interpersonal skills of clinical staff
• Continuity of care
• Access and availability

Areas Slightly Below Average

• Privacy and confidentiality
• Provision of information and communication
• Interpersonal skills of administration staff

Lowest Performing Areas Identified

• Appointments starting on time
• Speed of obtaining appointments
• Availability of appointment times suitable for patients

Suggestions and Actions Discussed

Appointment Delays

Agreed suggestions included:

• Contacting patients ahead of appointments where significant delays are anticipated
• Providing estimated waiting times upon patient arrival
• Improving communication with patients regarding delays

Access to Appointments

Suggestions included:

• Keeping limited appointments available for urgent presentations
• Improving communication regarding processes for urgent appointment requests

Appointment Availability

Suggestions included:

• Implementing a cancellation/waitlist notification system to fill cancelled appointments efficiently and improve access for patients