Patient Survey Results 2023

As part of our accreditation process, Southern Doctors Clinic recently undertook a Patient Feedback Survery to help us identify what our team is doing well, if we’ve missed anything or whether there’s an opportunity for us to do things better. We would like to thank all patients that participated in our survey this year! Your feedback is what helps us improve our service and your overall experience at our practice.

We are pleased to announce that 97% of our patient ratings about our practice were good, very good or excellent! We strive to ensure our patients receive excellent healthcare and our results reflect our efforts.

Below is a graph demnstrating our overall scores:

Based on our report provided by CFEP Surveys, we’ve listened to your feedback and have taken the following steps to improve the care and service we provide.

After-hours service

At this stage, we are unable to accomodate opening on weekends due to staffing limitations. To ensure that our patients are able to access after-hours care, we have increased awareness of our after-hours service, Sydney Medical Service Co-Operative (SydMed) by placing posters in our waiting room and on our TV slide show. We have also included SydMed’s contact details on our website to ensure patients are able to retrieve their contact details and access care while we are closed.

We have provided brochures for our after-hours service in multiple languages such as English, Spanish, Thai, Mandarin, Vietnamese, Korean, and Arabic which are located at our reception desk.

Opportunity for making complaints

We have re-instated our Patient Feedback Box which is located at the reception desk. Patients have the opportunity to anonymously provide feedback, compliments or complaints by complete our Patient Feedback/Improvements form and placing it in the box.

We have also provided patients information on the way that they can provide feedback on our website Feedback page.

Ways in which patients can provide feedback to us are via:

• Phone

• Email

• Letter

• Feedback box

Patients are also able to contact the Health Care Complaints Commission (HCCC) on (02) 9281 4585 or by emailing hccc@hccc.nsw.gov.au if they feel as if we were unable to resolve their complaint.

Information of Fees

Patients stated that they found it difficult to access information on our practice fees. Medicare item numbers and billing is complex and can be confusing, therefore patients are more than welcome to contact us so that we can further explain any billing enquiries they might have.

We have made our most common practice fees available on our website Our Fees page.

We have also have a poster at our reception desk and on our waiting room tv slide show indicating our practice fees.