We want to provide you and your family with the best care possible, and we invite you to provide feedback to us about our services.  Your feedback is a valuable source of information to help us strengthen the service and care we provide to best meet your needs. As part of this process we undertake a Patient Experience Survey every three months. You can read more about the Patient Experience Survey via this link. As we welcome your feedback at any time, please reach out if you have concerns, compliments or suggestions. 

Thank you for sharing your experiences with us through our quarterly Patient Experience Survey. We truly value your input and are committed to continuously improving the care we provide.

As in previous surveys, we are pleased to hear that our patients feel they are treated with kindness and respect by both our clinical and non-clinical teams. We are also happy to report that the majority of you felt we spent adequate time with you and explained things in a way you could understand. Additionally, it was positive to see that all respondents felt we met their cultural and spiritual needs.

Appointment Availability
In the recent November survey, we noticed a decrease in the number of patients who were able to secure an appointment on the same or next day compared to the August survey. Of note, however, during the survey period we still had multiple unbooked appointment slots available on our system. 

With the introduction of the new MyIndici portal, we are noting a greater proportion of patients booking online. Of note, we reserve a number of appointment slots offline each session specifically for those who become acutely unwell and need urgent care. If you are feeling unwell and need an appointment on short notice, please call us directly if you cannot find availability online. We will do our best to accommodate a review for acute illness. We will continue to monitor availability and strive to maintain a balance between scheduled appointments and urgent slots for patients requiring same- or next-day review.

Long-Term Care and Communication
In our August survey, we received exceptionally high scores regarding communication about long-term conditions and patient involvement in decision making, but we noticed a slight decline in November. This reminds us of the importance of keeping you well-informed about your care and involving you in decisions related to your treatment, in a way that feels comfortable for you.

We aim to create a warm, open setting where you feel free to ask any questions you may have. If you need more information or have concerns, we encourage you to reach out at any time.

Thank You for Your Feedback and Trust
We greatly value your participation in our Patient Experience Survey. Your feedback helps us continue to improve, and we appreciate the trust you place in us to care for you. Please don’t hesitate to contact our team by email or in person with questions or concerns at any time.