This month, COORDINARE wanted to find out how people in South Eastern NSW engage with and provide feedback to local doctors’ surgeries.
It’s great to see that 98% of people have a regular doctor’s surgery that they visit. Of those who do have a regular doctor’s surgery, 3 in 5 believe it is accredited.
Interestingly, 70% of people said they had never been asked about their ‘experience’ of care. Further, almost 80% of people had never noticed any patient feedback displayed in a doctor’s waiting room.
Our survey results indicated that 4 in 5 people had never been asked to fill out a survey in a doctor’s waiting room, but if asked, 2 in 3 people would be happy to do so. 30% of people would only feel comfortable doing so if their responses were anonymous.
More than half of the Panel (52%) indicated that they would know how to provide feedback to their doctor’s surgery, should they have a compliment or complaint.
When asked about the best methods of providing feedback to doctors, our survey respondents preferred email (48%) and talking to reception staff (37%). Some other suggestions included:
Above: We asked the Consumer Health Panel about the best methods of providing feedback to doctors' surgeries.
It’s encouraging to know that more than 40% of people feel that their doctor is interested in their views about patient care. A further 3 in 5 people believe that their feedback would be valuable to the doctor’s surgery.
Our survey responses also indicated that 80% of people have not used social media to comment on a health service experience.
Of those who did comment on a service, 83% commented via Facebook. In doing so, 67% of people hoped to receive a response from the health provider, but only 17% did.
When we asked our Panel whether they have ever considered joining a health advisory group or committee, 47% of people indicated ‘No’, while 30% of people indicated ‘Yes’.
Some people were not aware of any health advisory group opportunities and/or didn’t feel that their expertise would be valued. Another survey respondent indicated that transport to/from meetings would be an issue.
We also asked the Panel for further comments on improving patient engagement with doctors. Some suggestions included:
One consumer said, “Personally I feel the staff/doctors at my surgery are friendly and approachable. If you are respectful, polite and understanding when dealing with them [you] usually you get the same response back.”
Thank you to all of our Consumer Health Panel participants for sharing your views on providing feedback to doctors’ surgeries.
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In 2019, COORDINARE will be sponsoring a number of consumer advocacy training workshops in various locations across South Eastern NSW. We believe helping people understand how to be involved in shaping healthcare is important! The one-day workshops will be free to participants.
If you would like to be notified when the workshops are announced, please email firstname.lastname@example.org.
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