Project Listen 2018

As many of you know we, at The Station, are obsessive about patient satisfaction. We actively practice continuous improvement through feedback sessions and clinical meetings and continuously strive to make our clinic a safer, healthier, happier environment for our team and you, our patients. Over the last few months, some of you may have noticed that we were asking you to complete a short patient questionnaire. This questionnaire was a validated Royal Australian College of General Practitioners (RACGP) questionnaire which is an invaluable tool that allows us to seek and respond to patients’ feedback on their experience of our practice to support our quality improvement activities.

Before we get into the results, we, the team at The Station, would like to say a most sincere and huge

to everyone who took part in the survey.

Your feedback is critically important to us and we do appreciate you taking the time to complete our questionnaire.

The Questionnaire

The questionnaire covered a number of experiences, all of which, together, represent what one could realistically expect to make up a standard patient journey from making the appointment, getting to the clinic, interacting with reception, the doctor and other members of the team and the quality of the service and information received during those interaction points.

The following is an example of one of the questions. Respondents were asked to provide a response from one of the following: Poor, Fair, Good, Very Good, Excellent, N/A and Don’t Know e.g.

The results are collated and entered into an RACGP Data Entry and Reporting Spreadsheet which then informs us on how we did in the various parts of the patient experience.

The Results

In all patient experiences, we are proud to say, we scored between a 4 and a 5 which means patients, on average, felt their experience was either Very Good or Excellent.

There are, of course, a very small number of cases where patients felt their experience was Fair or Good and while we will work to ensure what we do well today, we will do better tomorrow, we will invest an amount of time reflecting on why might some patients have felt their experience was not what we would want it to be.

We are grateful for the opportunity to learn and improve and we will discuss this feedback and potential quality improvement activities at our upcoming practice meetings. We will make sure to circle back with you on what’s next at The Station on Tanti.

Tabulated Results by Experience