At Quakers Hill Family Practice, we are committed to providing high-quality care and continuously improving our services. In October 2024, we conducted a Patient Accreditation and Improvement Survey (PAIS) to gather valuable feedback from our patients. A total of 210 patients participated in the survey, sharing their experiences and insights about our practice.
We are pleased to share the key findings of the survey and highlight areas where we aim to make improvements.
Survey Highlights: What We Are Doing Well
We are delighted to see that our patients highly value the care and professionalism of our team. Key strengths identified in the survey include:
Exceptional Communication & Patient Care
- Overall satisfaction with the practice: 85% positive ratings
- Warmth of greeting from staff – 90%
- Respect shown to patients – 91%
- Confidence in the doctor/nurse’s ability – 89%
- Ability to listen and provide clear explanations – 89%
Positive Consultation Experience
- Satisfaction with consultations – 88%
- Consideration of personal circumstances – 87%
- Concern for patients’ well-being – 87%
Strong Privacy & Professionalism
- Confidentiality of patient information – 87%
- Professional and respectful treatment by staff – 84%
- These results reflect our ongoing dedication to compassionate, patient-centered care. We are proud of our team and grateful for the trust our patients place in us.
Areas for Improvement: Where We Can Do Better
While the feedback was overwhelmingly positive, the survey also highlighted areas where we can improve to better serve our patients.
Strong Privacy & Professionalism
- Confidentiality of patient information – 87%
- Professional and respectful treatment by staff – 84%
- These results reflect our ongoing dedication to compassionate, patient-centered care. We are proud of our team and grateful for the trust our patients place in us.
Appointment Availability & Wait Times
- Making an appointment – 80%
- Telephone access to a doctor/nurse – 74%
- Obtaining a home visit – 63% (lowest rating)
- Waiting time in surgery – 62%
After-Hours & Emergency Access
- After-hours service availability – 65%
- Opportunity for urgent appointments was a concern for some patients.
Information & Communication
- Information on fees – 79%
- Opportunity for making complaints – 76%
- Providing information on staying healthy – 81%
What We’re Doing to Improve
We deeply value your feedback and are committed to enhancing our services to better meet your needs. Based on the insights gathered from the survey, we have already implemented several improvements aimed at increasing accessibility, reducing wait times, enhancing communication, and improving overall patient experience.
Expanding GP Availability & Reducing Wait Times
- Increased appointment availability by employing an additional GP registrar, providing more opportunities for patients to book consultations.
- Introduced dedicated after-hours telephone consultations, with a GP now available on Mondays from 7 PM to 8 PM, offering greater flexibility for patients unable to attend during standard hours.
- Optimised reception staffing schedules to align with peak demand periods, ensuring improved call handling, faster appointment scheduling, and reduced wait times.
Enhancing After-Hours Care & Communication
- Expanded access to after-hours medical care by integrating information on our website about the deputised after-hours medical service (1300 Home GP), ensuring patients are aware of alternative care options outside of standard practice hours.
- Promoted our online booking system through notices on our announcement board and website, encouraging patients to book appointments online as a convenient alternative to phone bookings.
Improving Transparency & Accessibility of Fees
- Enhanced clarity on practice fees by publishing a detailed fee schedule on our website, ensuring patients have clear and upfront information regarding costs.
- Made printed fee schedules readily available at reception, allowing patients to easily access information about consultation and service fees.
- Developed a comprehensive practice information sheet, including details on fees, services, and key practice policies, which is now available at reception for patient reference.
Enhancing the Patient Experience at Reception
- Reduced waiting times at reception by acquiring a second Tyro machine, streamlining payment processing and minimising delays for patients.
At Quakers Hill Family Practice, we remain dedicated to continuous improvement and patient-centered care. These initiatives are part of our ongoing commitment to providing efficient, accessible, and high-quality healthcare services.
We appreciate your ongoing feedback and encourage you to reach out with any further suggestions on how we can improve your experience at our practice.