After hours doctors house calls in South East Queensland and North and West Sydney.

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PATIENT SURVEYS

Our Medical Deputising Service that provides after hours services recognises that patient input is an essential part of our quality improvement process. Your feedback enables us to assess what we do well and where we need to do to make improvements and we appreciate you taking the time to complete this anonymous survey.


1. How did you hear about the service? (please click one or more)

 GP’s recorded telephone message  Have used service before
 Information from GP  Word of mouth
 Call diversion from GP’s surgery  Other (Please detail)
 


2. Please rate the following on a scale of 1 – 6 or N/A
(N/A = not applicable, 1 = Low, 6 = High)

The ease with which you were able to contact the after hours service by phone.

1
2
3
4
5
6
N/A

If you had difficulty, please explain:

When telephoning the service, having the urgency of my needs determined promptly.

1
2
3
4
5
6
N/A
Have you ever needed advice relating to your clinical care before or after the consultation from this after hours service (for example first aid whilst awaiting the doctor’s attendance)?

If applicable, please rate how well the service was able to provide you with adequate advice.

1
2
3
4
5
6
N/A
When I contact the after hours service I can generally obtain an appointment or visit within 3 hours.

1
2
3
4
5
6
N/A
I am aware of the medical care provided when my normal general practice is closed, is undertaken by this service and the operating hours of this service.

1
2
3
4
5
6
N/A
I was informed of the costs of consultation prior to the visit or by the doctor at the time.

1
2
3
4
5
6
N/A
If referred by the after hours doctor to a specialist or for x-ray or pathology testing were you told about the possibility of additional costs?

If applicable, please rate how well this topic was covered.

1
2
3
4
5
6
N/A
The doctor was respectful and polite.

1
2
3
4
5
6
N/A
The doctor was helpful and informative in answering my questions.

1
2
3
4
5
6
N/A
I received sufficient information about the purpose, benefits and risks associated with treatment suggested by the after hours doctor.

1
2
3
4
5
6
N/A
The doctor discussed and or left me information about health promotion or disease prevention (e.g. giving up smoking or reminders for regular health checks).

1
2
3
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5
6
N/A
How well do you feel you privacy, confidentiality and dignity were considered during the consultation and contact with the after hours service?

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2
3
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5
6
N/A
If after the consultation with the after hours doctor you had continued concerns - were you able to contact the doctor you saw or another after hours doctor from this service?

1
2
3
4
5
6
N/A
If a third party (e.g. medical student, doctor’s chaperone, another doctor) observed or became clinically involved in your treatment, was your consent sought, prior to consultation?

1
2
3
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5
6
N/A
Do you feel the service handles any complaints and/or feedback appropriately that you may give to them?

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2
3
4
5
6
N/A
If your care was provided at clinic, were you satisfied with the facilities in the consulting area(s)?

1
2
3
4
5
6
N/A
How well do you feel the after hours service met your needs?

1
2
3
4
5
6
N/A
The telephone operator was helpful & informative

1
2
3
4
5
6
N/A


3. Other Questions:

Were you kept informed if the doctor was delayed?
Yes   No
Do you think the time you waited was acceptable for your condition?
Yes   No
Were you given medication at the time of the visit by the doctor?
Yes   No                                    If Yes, please choose:  Medicine   Prescription   Both
Are you aware a report of the consultation was sent to your own GP the next day?
Yes   No
Would you use this service again?
Yes   No
Do you think it is important to be able to access a home visit from a doctor at any hour?
Yes   No
If you had a complaint to make regarding your experience with this after hours service, with whom would you address that complaint? Please click one or more:
 Management at the after hours service  The Health Services Commissioner
 The after hours service Medical Director  Other (please state):
 
Are you: Male   Female
What is your age range?

0-18
19-35
36-55
56-75
75+
Are you covered by a pension or healthcare card?
Yes   No
Were you bulk billed?
Yes   No
Are there any other comments you would like to make about our after hours service, doctors and staff?



Thank you very much for completing this anonymous survey


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