Patient Experience Survey 2023

 

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

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

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Running on Time

Unfortunately, some uncontrollable circumstances impact the daily schedule and as a result, wait times. We have made the following changes in hopes to improve this concern;

• We no longer provide walk-in appointments (except for emergencies), to reduce wait times for those with appointments booked in advance

• We offer telehealth consultations for those with quick and easy requests

• Reception may ask you when booking appointments in person or over the phone the nature of the appointment to dedicate the appropriate amount of time to the booking

• We hesitate to call patients ahead of their appointment to warn them of particularly longer wait times as this is subject to change, however, upon arrival reception will provide an estimated wait time. 

• Those who book and check-in online can view how many patients are ahead of them waiting.

 

Seeing a doctor quickly when needed

We always recommend calling 000 or going to your nearest emergency department in an emergency. 

We have made the following changes in hopes to improve a patient's ability to see a doctor more quickly;

• Some of our doctors have appointment times saved for booking on the day

• Our receptionists are trained to triage emergency circumstances appropriately and therefore may suggest going to an emergency department if they believe you will receive more efficient care there

• A message may be left with the doctor for less urgent inquiries to determine the urgency of the request

• Richlands Medical Centre has a formal arrangement with the after-hours service; National Home Doctor ( https://homedoctor.com.au/ ) if you are unable to see your doctor at your convenience

 

Availability of appointments for a day and time that suits me

Richlands Medical Centre makes its best efforts to provide the most convenient appointments to their patients. The following changes have been made to help facilitate this;

• Our doctor’s availability is published on the HotDoc website for the public to view and book a day and time that suits you

• When booking appointments, we urge patients to provide us with a minimum of 2 hours cancellation notice with the hopes to accommodate appointments to those who require them earlier.

• We have a cancellation list and can contact you if an earlier appointment time becomes available.