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 & Respect: Over 93%–95% of respondents felt genuinely listened to, treated with respect, and given adequate time by our clinicians.
- Reception Services: Our front desk staff achieved a 93% satisfaction rating for their professionalism, welcoming nature, and helpfulness.
- Privacy & Comfort: 97% of patients felt complete privacy during clinical examinations, and 96% felt comfortable discussing sensitive issues.
- Convenient Hours: 94% of respondents praised the suitability of our opening hours.
Where We Are Working to Improve
Your feedback also highlighted key areas where we fall short of the standard we aim for—particularly regarding in-clinic wait times, getting a preferred appointment time, booking with your preferred doctor, and providing detailed health information.
We take this feedback seriously and are actively implementing the following improvements:
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 & Doctor Choice:
- Dedicated Choice Blocks: We are adjusting roster scheduling to increase available booking slots for our most in-demand clinicians.
- Same-Day Priority Access: We are holding dedicated same-day slots open every morning for patients needing urgent care, freeing up advance schedules for routine visits.
- Enhancing Patient Education & Information Sharing:
- Digital Health Guides & Take-Homes: During the consult doctors will create and print digital information sheets regarding your common health conditions, treatment plans, and preventative care tips to ensure you leave with clear guidance.
- Follow-up: Our nursing team will be given dedicated time to assist with recalls and reminders relating to reviewed test results making results more accessible
Thank you once again for your honesty, support, and partnership in making Cowaramup Surgery a better environment for everyone.