New: Patients survey

Thank you to the more than 300 patients who participated in the survey that assessed how our independent practitioners perform, and how the HOC admin staff support them:

Thanks so much for the positive feedback:

• “Was very professional and caring.”
• “This is a well run medical practice that is genuinely patient-focused. I appreciate the ethics and professionalism of the doctors.
• “We have been attending this clinic for many years. The level of care is fantastic.”
• “So far everything is very good. They really attend on your needs.”
• “They are great here. I have been coming here for several years.”
• “It is an excellent practice and I have come here for many years.”
• “Absolutely no way this practice or my general practitioner could improve. Hands down best general practitioner out there, but everyone I have seen at this practice are phenomenal. I rave about my doctor to all my friends.”
• “The practice is exceptional. The whole team’s ability to be flexible and respond to my complex presentation is second to none. My experience of all parts of the practice – professional, warm, responsive – has enhanced the quality and length of my life. Ability to turn off light in consult room would be good.”
• “Excellent general practitioner. All rounder, no faults.”

Thanks also for letting us know how the clinicians and the admin support can improve. 

• “Long wait to get appointment with preferred practitioner”
  • We are fortunate to have fabulous individual practitioners at Healthcare on Collins who are very much in demand. However, we will:
    • more regularly review with the Practitioners whether they accept new patients to ensure is enough availability for their existing patients.
  • Please consider talking to your preferred practitioner about someone else you may be able to see should they not be available. The other practitioner(s) will have access to your health record and can liaise with your preferred practitioner as required. It’s always a good idea to have a back up!

• “Running late”
  • We are fortunate to have extremely thorough individual practitioners who, where possible, spend the necessary time with each of their patients.  This sometimes means they do run behind. However, we will:
    • more closely monitor practitioners’ diary and communicate with you sooner when they are running behind
  • Please consider:
    • Calling us before you attend your appointment to see if your practitioner is running on time, and if not, how far behind
    • Booking the first appointment of the day
    • Booking the first appointment after a lunch break
    • Book a longer appointment if you have more than one issue to discuss with your practitioner

• “Recorded telephone message (whilst on hold) is annoying”
  • We have recorded a new message!
  • We are planning on updating our phone system in coming months which will improve the sound quality of the messages

• “Some of the reception staff can be a bit frazzled when presented with multiple actions”
  • It is a very fast paced working environment with a multitude of tasks to perform.  So we have:
    • Increased the number of reception staff
    • Recruited experienced staff to assist our junior team members

• “Sitting area could be improved”
  • After improving the waiting area a couple of years ago, we are now in the process of renovating the reception desk. This would be a more welcoming and better lit environment. We will also increase the number of chairs.

• “More information on pricing, pay options”
  • We will continue to display our fees on our website and more clearly explain them over the phone at the time of booking
  • The Practitioners will inform you of the fee when your appointment varies from what was booked

• “More pilates sessions in the morning”
  • We are opening more sessions in the morning and late in the day.
  • Soon will be opening some on Saturday morning too!

Once again, thank you for your feedback, but please don’t wait for us to ask you. You can speak to your practitioner, the reception team or anagement or contact us via our contact us page.