We would like to extend a sincere thank you to everyone who participated in our recent patient feedback survey. Your input is vital in helping us continuously evaluate and elevate the care and service we provide at our Cowaramup Surgery.
We are thrilled to share that patients reported exceptionally high satisfaction across several core areas of our practice:
- Clinical Care & Communication: Over 96% of patients felt truly listened to, respected, and given enough time during their consultations, with 100% feeling comfortable discussing sensitive health issues.
- Reception & Support Staff: Our front desk team received outstanding praise (93%–97% positive) for their warmth, professionalism, and courteous service.
- Continuity & Trust: Over 97% of respondents felt well-informed about treatment options and specialist recommendations.
Where We Are Working to Improve
While we are proud of these strengths, your feedback highlighted key areas where we fall short of the experience we want to deliver—specifically around wait times upon arrival, appointment scheduling availability, and at Cowaramup waiting room privacy.
We hear you, and we are committed to making meaningful changes. Here is what we are implementing to address your feedback:
- Reducing In-Clinic Wait Times:
- Catch-up Slots: We are reviewing doctor schedule templates to build in dedicated buffer periods throughout the day to absorb unexpected, complex consultations that cause delays.
- On-the-Day Capacity: We set aside “same-day” emergency appointments which are released at 7.30 each day.
- Patient Preparation: We would also encourage patients to book longer consultations (double slots) if you have multiple or complex issues to discuss
- Real-time Delay Updates: Our reception team will proactively inform you upon arrival—or via SMS prior to your appointment—if your doctor is running behind schedule.
- Improving Appointment Availability:
- Same-Day Urgent Care Slots: We reserve dedicated urgent appointment slots each day for patients needing same-day care.
- Enhanced Online Booking: We are planning to update our booking capacity utilising AI reception to assist you with booking and rescheduling appointments with your preferred clinician.
- Telehealth Integration: Our practice offers brief telehealth options for quick script renewals, routine referrals, or simple follow-ups to free up face-to-face appointments.
- Repeat Scripts and Referrals: We offer existing patients, with current prescriptions the opportunity to obtain repeats and renewals via request which frees up face-to-face appointments
- Enhancing Waiting Room Privacy:
- Discreet Check-In Options: We are reintroducing digital check-in screens so patients do not need to state their name or personal details out loud
- Acoustic Adjustments: We are evaluating ambient sound modifications such as background music near the reception counter to keep private check-in conversations confidential.
Thank you once again for your honesty, support, and partnership in making Cowaramup Surgery a better environment for everyone.