Thank you to all who completed our patient survey (the Practice Accreditation and Improvement Survey) earlier this year where we asked for your honest opinions on the service we provide. We listened to your concerns and have taken the following actions to make improvements to patient care where you feel it would be most useful:
Seeing clinician of choice: We highly value the therapeutic relationship between patients and their GP and the continuity of care this relationship provides.Our reception staff do their best to assist our patients in making an appointment with their clinician of choice and we reserve a number of on-the-day appointments for urgent matters. If your regular or preferred GP is not available, you may be offered an appointment with one of the other GP’s at the practice. Be assured that thorough records are always maintained for our patients and your usual GP will be notified regarding any important clinical matters that may arise.
Wait times in the surgery can be quite long: We try our very best to book appointments with appropriate time allocated for each patient’s needs. We encourage patients to notify reception on booking if they feel their appointment may require a longer time allocation. Unfortunately we do have occasions were our doctors may run late, and reception notify patients on arrival if this is the case. An estimate of waiting time will be advised and patients will be given the option to rebook. If an emergency in the practice arises, patients will be contacted to reschedule their appointment.
Telephone access to your doctor could be improved: Telephone consultations are now able to be offered for all of our regular patients (eligibility conditions do apply) who are unable to physically attend our practice and these are treated and billed as per a usual consultation. As with usual consultations, reception will always try to book these with your regular treating doctor. General phone enquiries are assessed for urgency and reception may ask you if they or the practice nurse can help you. An appointment may be offered to discuss your concerns with your doctor. Any messages will be relayed to your doctor and your call will be returned in order of urgency and availability.
We could improve availability of information regarding fees: Eacham Medical Centre is not a bulk-billing practice and we have our fee schedule prominently displayed on the reception desk. Our website also lists common fees and is reviewed as needed. New patients are advised of our new patient policy and fees when booking their first appointment. Your treating doctor will advise you if any extra costs will be incurred by procedures/investigations undertaken.
Access to after-hours care and home visits: Eacham Medical Centre has an after-hours agreement with Atherton Hospital that ensures a point of contact for any of our patients requiring care outside of our normal operating hours. This also ensures prompt, secure communication between the hospital and our centre for any patients seen for after-hours care. Home visits continue to be available for any patients deemed eligible and are unable to attend our practice.