Patient feedback and comments

We always welcome constructive comments or suggestions about our services, so please don’t hesitate to give us feedback, it helps us know where we can improve. The Doctors may run a little behind schedule due to the unpredictable nature of general practice, if this is the case you will be informed of the delay and we apologise for any inconvenience this may cause. If you are less than happy with any aspect of our service, please advise your doctor or the practice manager. We are keen to rectify any problems or concerns you may have. If you feel the problem has not been rectified to your satisfaction you should contact ‘The Health Complaint Commission of NSW’ Locked Bag 18, Strawberry Hills NSW 2012 Ph: 9219 7444 Email: [email protected] Website: www.hccc.nsw.gov.au

TO ALL OUR PATIENTS

Thank you for taking time to fill out our recent survey, we very much appreciate your time and feedback as it helps us to know the areas where we can improve.
We are pleased to let you know that we achieved a mean score in the top 25% of all PAIS (Patient Accreditation and Improvement Survey) results in all areas of our practice. These results are based on over 4000 practices throughout Australia over the past four years.

Although we have done well, there are always areas where we can improve: Due to the arrival of the COVID virus over the past two years, some things at our practice have changed, like the wearing of masks, telephone consultations and consultations in your vehicle where needed. Please know that in all these changes, we are looking to care for our patients in the best and safest way possible. Please always feel free to talk to our receptionists or your doctor if you have any concerns. Due to a shortage of General Practitioners on the coast and our current flu season, our waiting time for appointments can be a couple of weeks. If your need is urgent or you think you need to see your GP before his/her next available appointment then please let our receptionists know, and they will send a message to your doctor who will advise the most appropriate action for your care. If your appointment is urgent, we will always make every effort to accommodate you. We encourage continuity of care and always seek to make your appointment with your usual doctor, which sometimes can make your waiting time in surgery a little longer. If you feel you need extra time with your doctor, then please let our receptionists know so they can provide a longer consultation.

Our fees are displayed in our surgery for your convenience. If you would like an explanation of our fees please ask our receptionist staff for our ‘Fee policy letter’ which explains why our fees are structured as they are. If you are suffering financial difficulty, please always speak with your doctor.

Our appointment app is available for iPhone and android from the App Store and as well as ringing the surgery you can book an appointment via the app or our website. We encourage patients to let us know if they are having problems using the app as we are more than happy to help sort any difficulties in booking appointments online. Please let our receptionists know if this is the case.
Although we are very happy with our survey results, at Bateau Bay Medical Centre our team strives for excellence in patient care and always welcomes feedback to help us improve in any area.

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