YOUR FEEDBACK AND OUR RESPONSE

 

We heard your feedback and want to work towards quality improvement to make sure you have the best experience at Richlands Medical Centre.

 

You told us that we could improve in the following areas:

 

1.Obtaining a home/other visit

Unfortunately it is not always possible for your doctor to visit you at home. Your doctor will make sure to assess your specific circumstances and requirements when deciding whether a home visit is an appropriate delivery option for your care. Where a home visit is not possible, after hours services are available through other care providers. Richlands Medical Centre has a formal arrangement with National Home Doctor https://homedoctor.com.au/. In an emergency, we always recommend to call 000 or go to your nearest emergency department. Please note that home visits will likely incur a private fee dependant on the distance travelled and time spent by your doctor.

2. Telephone access to a doctor/nurse

Where possible, our staff will always make efforts to answer your questions. As our doctors and nurses are very busy, our reception staff will first assess whether they can answer your questions. Depending on the urgency, reception staff will either leave a message with a doctor/nurse or put you straight through to a doctor/nurse. Where your query is non-urgent, we have a 24-48 turn around policy in returning your messages. 

 

3.After hours service

Our doctors will often stay back after hours to follow up on messages left by patients or to see patients in urgent situations. We have also now utilised online bookings to show you available appointment times with the doctors. We also have a formal arrangement with National Home Doctor https://homedoctor.com.au/ who can be utilised after hours for home visits. In an emergency, we always recommend to call 000 or go to your nearest emergency department. Richlands Medical Centre will make every effort to accommodate for your needs.