DoctorDoctor WA has completed CFEP patient survey in preparation for upcoming reaccreditation. 95% of all patient ratings about our service were rated Good, Very Good or Excellent.
Survey results were pleasing and showed areas of improvement on the results collected at our last accreditation 3 years ago.
81% of patients were satisfied with the after hours service provided, on par with 81% in 2016.
82% felt they were greeted warmly by representatives of our service, up from 81% in 2016.
86% felt they were respected by representatives of our service, up from 84% in 2016.
79% of patients believed explanations and reassurance given was beneficial, on par with 79% in 2016.
*** Overall 85% of patients were satisfied with the care received by our service, up from 81% in 2016 ***
General comments .
The results of our most recent survey indicate that patient's, while satisfied with the service we provide, would like to see a greater number of doctors working with our service and a reduction in the time taken to see a doctor. Some commented that they would appreciate more information about when the doctor would arrive, indicating that we need to raise patients' awareness of the ability to receive this information through our smartphone App and readvise our doctors and call centre team of the need to provide this information. In response to address the doctor workforce issues, DoctorDoctor is working through its membership of the GP Deputising Association to engage with the Department of Health at a workshop to be held in Canberra in September 2019.
Feedback relating to our customer service has been generally positive though comments related to better triage and awareness of symptoms has prompted a re-emphasise of this with our call centre team and doctors. Our Call Centre & Client Services Manager along with the Operations Manager will emphasise the importance of this once again with our staff and doctors. Feedback results have been shared with all of the DoctorDoctor team to instil pride in the good work done and importantly to share feedback on where we need to improve.