You Spoke, We Listened – September 2025 Feedback Summary

Thank you to everyone who took the time to complete our recent patient feedback survey. We received 121 responses and were very pleased to see that our communication, professionalism, and overall care were rated highly across the board.

We also listened carefully to your suggestions for improvement — and here’s how we’re responding:

 Phone Access

A few patients noted difficulty reaching us by phone at times. We’re working on improving our call handling processes to make it easier for you to get through and ensure messages are passed on reliably.

 Waiting Times

We understand waiting can be frustrating. While we aim to run on time, sometimes delays happen. We’ll do our best to notify you via SMS or a phone call if your doctor is running more than 15 minutes late.

 After-Hours & Home Visits

Some patients were unaware of our after-hours services and home visit options. We’re making this information more visible — on our website, through on-hold messages, and signage at the practice.

 Online Booking

We’ve heard your concerns about our booking system. We’re reviewing how it works to ensure it’s as easy and efficient as possible, with minimal duplication of information.

 Reception & Staff Experience

The majority of comments about our staff were very positive. We’ll continue to support our team with training and feedback to ensure every patient is welcomed warmly and professionally.

 Waiting Area

A few patients mentioned the comfort of the waiting area. We’re currently reviewing seating and layout, and will make improvements where we can.

We value your feedback — it helps us grow and provide even better care. Thank you for being part of our community at Terrey Hills Medical Centre.