​Feedback and continuous improvement

/​Feedback and continuous improvement
​Feedback and continuous improvement 2017-08-04T05:54:35+00:00

Improvements

We have only been open for a short period of time, but we have already been making improvements to assist us in providing our patients with quality care.

Also we have recently purchased 24hr blood pressure monitors at Epichealth Ocean GroveLangwarrin and Mornington allowing us to conveniently offer a valuable diagnostic service to our patients, avoiding the waiting times that can be associated with this test.

 Our practice nurses now play a key role in recording vital information about their patients which assists the GPs in taking a more proactive approach clinical care.

In addition we have improved our processes and systems to ensure all patient data and information is correctly recorded in the clinical software, which allows for more proactive care of patients with chronic diseases.

 Patient surveys have been circulated to all patients so that information around our service can be collected.

Communication Policy

Our preferred method of communication with our patients is via telephone or in person. We will return our patients phone calls as soon as possible and in any case within a time period not exceeding 24 hours.

We are committed to partnering with you to ensure your long term healthcare. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. If you do not wish to be contacted via telephone or mail as part of our reminder system, please advise us accordingly.

Patient Feedback

We welcome and value your feedback and are committed to continuous improvements of our practice. A suggestion box is located on the front reception desk. Our team will review your suggestions on a weekly basis and will contact you to confirm our response to your feedback.

Complaints

If you have a complaint, please discuss this with our Practice co-ordinator or your doctor and we will ensure that it is dealt with promptly and appropriately. In the event that your complaint is not dealt with to your satisfaction, you may escalate it  accordingly to the following authority:

Health Services Commissioner

Level 30, 570 Bourke St,

Melbourne VIC 3000

Ph: 03 8601 5222 Freecall: 1800 136 066