YOUR FEEDBACK IN ACTION

We listened to you…and we are improving patient care

At Thomas Street Family Medical Clinic we carried out a patient survey (the Practice Accreditation and Improvement Survey) and asked for your honest opinions on the service we provide. We listened to your concerns and have taken the following actions in order to make improvements to patient care where you feel it would be most useful:

What you told us	What we have done
Long Waiting Times * Waiting for doctors * Waiting for reception to get to you over the phone	Waiting for doctors: * More emergency appointments have been added for the day * Our reception team will ask if you need a longer appointment * We encourage patients to request a longer appointment if they require   Waiting for Reception to get to you over the phone: We now have NBN and unlimited incoming calls * We have added a message to say that reception is busy please call back later to prevent patients waiting and lines dropping off
Didn’t know about our After Hours Health Service	* More signs have been placed around the clinic * Notice has been placed on our website and Facebook page * Practice team will inform patients on request for after hours service * Practice team will make patients aware that there is an after hours service when our doctors are not available * Magnets are available at the front desk, staff will be giving them out when patients ask.  Patients can also access the magnets to take home.
Seeing Doctor of Your Choice	* Patients are advised by their doctor to book a follow up appointment when required * If you need to see your doctor weekly book ahead * Emergency appointments are available on the day for their doctor if working * Messages are sent to your doctor on the day if they are fully booked.