DoctorDoctor Melbourne completes Patient Feedback Survey
16 August 2022August 2022
DoctorDoctor VIC has completed CFEP patient survey in preparation for upcoming reaccreditation. 92% of all patient ratings about our service were rated Good, Very Good or Excellent.
Survey results were pleasing with some improvement and some decline on the results collected at our last accreditation 3 years ago.
Melbourne
- 81% of patients were satisfied with telephone access to a doctor, up from 75% in 2019
- 81% of patients were satisfied with the after hours service provided, down from 85% in 2019
- 84% felt they were greeted warmly by representatives of our service, up from 83% in 2019
- 87% felt they were respected by representatives of our service, down from 88% in 2019
- 82% of patients had confidence in our ability, aligned with 82% in 2019
Overall 80% of patients were satisfied with the care received by our service, down from 86% in 2019
General comments.
The results of our most recent survey demonstrate the impact of workforce shortages on our sector and our business. General comments from patient’s, while satisfied with the service we provide and appreciating the communication and clinical skills of our doctors, would like to see a reduction in waiting times to see a doctor. Some commented that the provision of telehealth was beneficial, even when they may have preferred to receive a face to face consult. DoctorDoctor continues to lobby the Department of Health and Ageing both individually and through its membership of the GP Deputising Association to address workforce shortage and sustainability issues.
Feedback relating to our customer service was positive in regard to the both call centre and doctors being attentive, calm and reassuring to patients. There were some of comments about some Doctors and Call Centre staff not demonstrating warmth and as empathy and humanity are core values of our business, our Operations Manager will reemphasise the importance of this once again with our staff and doctors. Feedback results have been shared with all within DoctorDoctor to both celebrate our achievements and focus on areas in which we can continue to improve
