Our practice encourages patients to give feedback, both positive and negative, as part of our dedicated approach to comprehesive healthcare, and we have processes in place for responding to feedback
We welcome feedback at any time through one of the following methods:
- Email – admin@thebasinmedical.com.au
- Phone: 02 4443 4700
- Our suggestion box located in the waiting room, allowing on-the-day anonymous feedback
Where possible patients are encouraged to raise any concerns directly with the practice team and attempts are made for a timely resolution of such concerns within the practice in accordance with our complaints resolution process.
We conduct RACGP approved surveys every 3 years which meet all accreditation requirements outlined in the RACGP standards. Feedback collected includes, but is not limited to, the following 6 categories that are considered critical to patient’s experiences within healthcare facilities.
- Access and availability
- Information provision
- Privacy and confidentiality
- Continuity of care
- Communication skills of the clinical staff
- Interpersonal skills of clinical staff
The data collected is analysed and the findings, including any improvements made, are communicated back to our patients.
Suggestion and Survey results
Based on our previous survey in addition to suggestions we have received, we are pleased to have made the following changes:
- Introduction of an online booking system, that also allows patients to book online, receive appointment reminders and receive notifications of their returned test results, including no-action outcomes.
- Increased access to bulk billing consultations. Since November 2023 we have been proud to be able to offer bulk billing consultations to government Pension and concession card holders.
