Friends and Family Feedback – July 2025

Thank you for your feedback!

We sincerely thank the 350+ patients who shared their valuable insights with us in July 2025. Your feedback is important and helps us identify what we’re doing well and where we can improve.

Overall, the feedback was highly positive, with 89% of you rating our service as either very good or good. You consistently gave us high scores for our staff’s professionalism, the efficiency of our appointments, and the cleanliness of our facility.

What We’re Working On

We’ve listened carefully to your suggestions and are committed to making improvements in the following areas:

1. Clearer Instructions After Your Visit Many of you mentioned that you’d like clearer and more detailed instructions after an appointment, whether it’s about follow-up care or medication. We are working with our clinical team to ensure you have all the information you need before you leave.

2. Phone System and Scheduling Some of you shared that you’ve experienced long wait times or difficulty reaching a staff member by phone. Our average wait time is 7 minutes, and while we’re proud of our progress, we’re always looking for ways to improve.

Tips for calling us:

• For non-urgent questions, try calling us during quieter times, generally mid-week between 11:00 a.m. and 4:00 p.m.
• You can also use our automated check and cancellation service by selecting option 4 on our phone menu.

3. Long Wait Times While many of you praised our efficiency, we also received feedback about longer than expected wait times on certain occasions. We know your time is valuable. We are working hard to manage the growing demand for appointments and other challenges in primary care. Most of our appointments are provided within two weeks, unless you request a specific doctor or need a follow-up after testing. We appreciate your patience and understanding.

What You’ve Praised

We’re thrilled to share some of the wonderful things you said about us!

1. Professional and Friendly Staff This was the most common positive feedback. Many of you described our team as professional, kind, friendly, and compassionate. Your comments highlight how our staff makes you feel comfortable and well-cared for from the moment you arrive.

• Example feedback: “The front office staff was very helpful and professional,” and “Everyone was so friendly and welcoming. It made a stressful appointment much easier.”

2. Efficient and Timely Service You consistently praised our practice for being efficient and starting appointments on time. This is something we work hard at, and we’re glad to hear it makes a difference to your experience.

• Example feedback: “I was seen right on time, which is so rare. The whole process was very efficient,” and “The appointment was quick and I was in and out with no issues.”

3. Clean and Comfortable Facility The cleanliness and comfort of our practice were frequently noted as a positive. You appreciate the well-maintained and sanitary condition of our waiting and examination rooms, which helps create a positive and reassuring experience for you.

• Example feedback: “The office was very clean and well-kept,” and “I was impressed with how tidy and organized everything was.”