Summary of Patient Feedback Surveys

Data Current for January 2023

(Updated every 6 months)

SURVEY:

For a copy of the survey, please click here.

SUMMARY OF SCORES FOR EACH DOMAIN
Domain			Percentage
Access and availability: Making an appointment and getting to the clinic			89.03%
Interpersonal skills of reception staff			96.90%
Interpersonal skills of clinicians			98.71%
Communication skills of clinicians			98.92%
Information provided by clinicians			96.90%
Privacy and confidentiality			97.06%
Continuity of care			100.00%
Experience over last year			88.40%

 

SUMMARY OF SCORES FOR EACH QUESTION
Access and availability: Making an appointment and getting to the clinic			Percentage	Mean Response
Q1	a	Seeing the clinician of your choice	96.30%	4.8
	b	The Time you had to wait to get this appointment and whether that suited your needs (ie before getting to the clinic )	96.77%	4.8
	c	The Time you had to wait after arriving at the clinic	90.00%	4.5
	d	Getting reminders for your appointment	87.41%	4.4
	e	Availability of parking	74.67%	3.7
Interpersonal skills of reception staff			Percentage	Mean Response
Q2	a	Were welcoming upon arrival: courteous and polite	96.77%	4.8
	b	Were professional with dealing with you	96.77%	4.8
	c	Let you know about any delays while you were waiting	97.14%	4.9
	d	Explained the billing procedure	96.77%	4.8
	e		N/A	N/A
Interpersonal skills of clinicians			Percentage	Mean Response
Q3	a	Understood your personal experience	97.42%	4.9
	b	Had enough time to talk about things that were important to you	99.35%	5.0
	c	Made you feel comfortable	99.35%	5.0
	d	Fully educated you about your condition or problem	99.35%	5.0
	e	Showed sensitivity to your concerns	98.06%	4.9
Communication skills of clinicians			Percentage	Mean Response
Q4	a	Involved you in decisions	98.06%	4.9
	b	Allowed you to have final choice about tests, treatment or medication	100.00%	5.0
	c	Helped you understand what to do when you went home	98.71%	4.9
	d	Accepted your decision to seek alternative treatment	100.00%	5.0
	e	really listened to what you had to say	98.71%	4.9
Information provided by clinicians			Percentage	Mean Response
Q5	a	The amount of useful information given about your condition	96.67%	4.8
	b	The amount of useful information given about your treatment	97.24%	4.9
	c	Gave you useful written information	96.80%	4.8
	d	Checked that I understood and gave opportunity to ask questions	98.06%	4.9
	e		N/A	N/A
Privacy and confidentiality			Percentage	Mean Response
Q6	a	Being able to discuss personal issues that were sensitive	99.33%	5.0
	b	You understanding of how your records are kept private in the clinic	91.85%	4.6
	c	Asked permission before another clinician came into the room	100.00%	5.0
	d		N/A	N/A
	e		N/A	N/A
Continuity of care			Percentage	Mean Response
Q7	a	Gave you options for specialists or other health care providers you need to see	100.00%	5.0
	b	Allowed you have the final choice about which health care providers to see	100.00%	5.0
	c	Gave you right amount of information to other healthcare professionals	100.00%	5.0
	d		N/A	N/A
	e		N/A	N/A
Experience over last year			Percentage	Mean Response
Q8	a	Being able to see a doctor at the clinical when you needed urgent care	90.59%	4.5
	b	The amount you paid for each visit to the doctor	77.93%	3.9
	c	Providing your test results in an understandable way	96.67%	4.8
	d	Contacting a clinician (or the clinic) by email and getting a response that was acceptable	96.92%	4.8
	e		N/A	N/A

 

PATIENT CHARACTERISTICS

Gender
	0%	Male
	100%	Female
Aboriginal & Torres Strait Islander status
	3%	Aboriginal & Torres Strait Islander
	97%	Non Aboriginal & Torres Strait Islander
Been to another general practice
	94%	of patients had visited another practice in the previous year
	6%	of patients had not visited another practice in the previous year
Preferred language
	100%	English
	0%	Arabic
	0%	Cantonese
	0%	Mandarin
	0%	Vietnamese
	0%	Hindi
	0%	Greek
	0%	Some other language
Age
	3%	15-24
	97%	25-44
	0%	45-64
	0%	65 or over
Length of time coming to the practice
	97%	Less than a year
	3%	1-2 years
	0%	3 years or more
	0%	Not sure
Concession cards
	0%	Health Care Card
	3%	Pensioner Concession Card
	0%	Any Veterans’ Affairs treatment entitlement card
	97%	No concession card
Number of times patients visited the practice
	13%	once only
	81%	2-4 visits
	6%	5-9 visits
	0%	More than 10 visits
	0%	Not Sure
Highest level of education
	0%	Some high school
	13%	Completed high school
	3%	Currently studying degree or diploma
	3%	Completed a trade or technical qualification
	58%	Degree or diploma
	23%	Postgraduate degree