Friends & Family Feedback – August 2025

Thank you for your feedback!

A huge thank you to the over 300 patients who took the time to give us feedback this August. Your insights are so important and truly help us see what’s working and how we can get even better. We’re thrilled that 94% of you had a very good or good experience, and we appreciate the positive comments about our professional staff, timely appointments, and clean environment.

What We’re Working On

We have carefully reviewed your feedback and are committed to reviewing and implementing improvements in the following areas:

Difficulty with the Appointment Booking System: We want to acknowledge the frustration some of you have experienced with our appointment system. We know that long wait times—sometimes for over a week—and difficulty getting through on the phone are key areas of concern. We also recognise the issues with our online triage system, which some feel is difficult to use or has closed early. We want you to know that we are actively working on solutions. We’ll soon be introducing new technologies and making changes to our triage system in October, both of which we believe will significantly improve patient access.

Communication Issues: We have heard your feedback about communication, and we know this is a key area for improvement. It’s frustrating when there are gaps in communication about test results or follow-up plans. We also recognise that some of you have felt that your medical history was not fully reviewed before an appointment, or that there have been miscommunications with the hospital. We are committed to improving this process.

Long Waiting Times: We are very aware that while some of you have had a timely experience, many others have faced frustratingly long waits—both on the phone and for your in-person appointments. We know it’s particularly frustrating when you’ve already had to wait for some time just to get the appointment itself. We know that appointments sometimes run over, and we understand this can be frustrating. Please know that this is often for a patient’s benefit, allowing a GP or clinician to provide a thorough examination and ensure you receive the safest and most effective care. While we always strive to stay on schedule, these situations do happen, and we appreciate your understanding.

What You’ve Praised

We’re proud to read through the positive feedback where you have praised our processes and staff.

Staff Professionalism and Courtesy: We were truly touched by the positive feedback you shared about our team. It means so much to hear that our doctors, nurses, paramedics, and receptionists are consistently seen as professional, kind, and friendly. We are especially pleased to know that many of you felt listened to and well-cared for during your appointment’s

Example feedback: “Dr Hong Doan has been amazing. She listened to me. She helped me. She gave me time. I felt supported to try and get my health back on track. She was empathetic and even took time out to rearrange an appointment so she could see me before going on maternity leave. Was very much appreciated.“

Efficiency and Timeliness: We were also pleased to see so much positive feedback about our efficiency. Many of you had positive experiences with prompt service, whether it was getting an on-time appointment, a quick call-back, or even a same-day appointment. We also appreciate the positive comments on how efficient our check-in process is.

Example feedback: “Efficient – on schedule – good experience“

Thorough and Helpful Consultations: We were very encouraged to hear that so many of you felt your issues were addressed and resolved. We are proud that our clinicians are providing clear explanations, thorough examinations, and effective advice and treatment.

Example feedback: “This doctor was very professional, he was polite, welcoming and listened. He did everything he said he would and by the time I got home I had received an email with an appointment for my referral. He is a credit to the practice.”