SURVEY RESULTS
Overview:
A survey was conducted for feedback from patients regarding 8 key areas of review with the clinic.
This survey was conducted in accordance with the RACGP’s patient feedback guide. (available at www.racgp.org.au)
The purpose of the survey was to find areas of improvement, as well as to celebrate the things that we do well.
Results:
Most needed area of improvement
What we have learned from the results, is that the area we most need to improve on was the domain around “Accessing and being available: Making an appointment and getting to the clinic”.
This received an overall result of 57.58%
Upon review, the team discussed the “Accessibility issues” could include
- Parking- physical distance to get in
- Fence restriction for drop off zone causing issues
- The period of time the council worked on parking and creation of a drop-off zone could have been reflected in the survey, as there were works causing delays
- Not enough disabled or “drop off only” parking
- Business hours- can we be open at different hours
- Access to reception.
- Phone issues
- Technology issues for access to online booking
- Age and demographic considerations
“Making an appointment”, potential issues:
- Access to reception
- Phone issues
- Technology issues for access to booking online
- Staff away causing a reduction in people at reception
- More doctors, means more patients in the clinic for face to face appointments- reducing phone answering capabilities
- Age and demographic considerations to online booking access
- No out-of-hour appointments for working people
- Doctor of choice being fully booked
- The length of time to see chosen doctor varies between clinicians
Best performance domains of the respondents:
We had several standout areas as best performers.
One high positive response was for “Interpersonal Skills of Clinicians”
This score was 80.84%
This outstanding result was consistently high overall in the communication domain and gave a good insight into the clinicians conducting themselves with good communication skills.
The patient feels listened to and that we are conducting good, clear consultations.
The other standout areas to note include
- We send reminders out well – scoring 80.85%
- That our staff are professional- 83.88%
- We are confidential and conduct good private consultation -84.38%
Reviewing this data, we discussed what could have led to these excellent results.
- The quality of, and the quality of training of our doctors and staff
- Training to ensure we communicate well and have meeting discussing expectations
- Lead by example- cultural change and communicating well from the top
- Use of hotdoc and clinical software for recalls and reminders
- Staff training
- Respectful and culturally sensitive workplace
- Private waiting rooms
- Consulting rooms with separate private examination rooms
- Privacy sheet for examination
- Offering of chaperone as needed
- Staff training on being a chaperone
- Employing an HR manager to listen to people if an interaction with us did not go as expected
- Having a feedback system
- Good robust website
- Good policies and procedures in place to be clear on expectations
Lower scoring areas:
The secondary low scoring domain was in “Being able to see a doctor at the clinic when you needed urgent care”.
This category scored 63.37%
On reflection we were unsure of what this related to specifically and probably needed some follow-up questions.
For example-
What do you class as urgent care?
Being able to see ‘a’ doctor, or ‘your’ doctor?
How long could or would you wait to see a GP?
Did you know we have a ‘walk in and wait clinic’?
Some more triaging with what is Urgent.
We understand that people all have different ideas, demands, and expectations, and we try to include as many people as possible to see a GP.
Some other issues can be
- Appointment shortage
- Doctor shortages
- Doctor hours of access
- No knowledge of our ‘walk in clinic’
Demographics of the responders
There were more women than men who responded- 66% as opposed to 34%
Majority of people spoke English and were non-indigenous
The largest majority age group who responded were the 45-64 age at 34%
Most people had been coming to the practice for more than 3 years and attended more than 4 visits.
The biggest group from the responders were from a degree or diploma education level at 31%
And 12% of people answered were the carer of the patient rather than the patient themselves.
It also shows that the responders are in the non-concession card holder at 65%
The average responder was a Female, English speaker, with a degree or diploma level of education, who is a regular long-term patient of the clinic and has no concession cards.
This is a consideration to our results, as we may not have adequately captured enough voices in different demographics, especially non-English speaking backgrounds.
We got a good mix of age groups responding though, and a good split of educational backgrounds.
Natimuk Outcomes
The Natimuk survey showed very little difference to the Horsham Survey
The only point of note was the difference in accessibility scoring higher than Horsham.
Overall, the results showed that we communicated well and there are similar demographics to Horsham.
Overall Outcomes:
What have we changed?
- Added to our website, easy to read instructions on how to access the ‘walk in clinic’
- Added more phone lines
- Had council come to restructure the front waiting zones and added disabled parking
- In consultation with bordering property owners re our continued driveway access- to assist with people to ensure we remain accessible to all abilities
- Added feedback to website to ensure we have open communications
- We have regular meetings to discuss areas of improvement
- We have an HR folder noting complaints, near misses and events of note
- We review the outcomes of complaints and try to make areas of improvement
- Feedback loop to clinicians- open and transparent
- Escalate potential issues as needed without fear of recrimination
- We appreciate all feedback for being an opportunity
- Need to continue taking feedback from all social and cultural groups to ensure we get a good sample of all voices
- Better use of social media
- Continued and better communication
If you would like to contact us:
How to access us easier to give feedback
Email reception@listerhouseclinic.com.au
Book on www.hotdoc.com.au
Phone 53820011