We are happy to receive any questions or suggestions regarding the
running of the practice or any complaints you may have. There is a
suggestion box at both reception desks. Alternatively, you can phone and
speak to the practice manager for a confidential discussion, or use the
enquiry form on this website..
We would like the opportunity to handle your complaint in a confidential
manner and patients are encouraged to speak to the practice manager or your
doctor with your concerns.
If you feel you would like to take your complaint further, please contact
the Health Care Complaints Commission in NSW at Locked Bag 18 Strawberry
Hills 2012.
We listened to your feedback
As a result, we're taking active steps to better your patient experience
At Burraneer Family Practice we carried out a patient survey (the Practice Accreditation and Improvement Survey) and asked for your honest opinions on the service we provide. We listened to your concerns and have taken the following actions in order to make improvements to patient care where you feel it would be most useful:
What you told us
Changes we're making
1. Waiting time in surgery
Review of how late a Doctor is running before initiating phone calls
Patients with later am or pm appointments advised to call on day
2. Seeing Doctor/Nurse of choice
Review of on the day appointments and online availability
Putting nurse request on appointment notes
3. Obtaining a home visit
Added to voice message when closed
Extra signage on doors when closed for Public holiday
4. Able to overhear confidential information in waiting room via phone calls
to/about patients
Reception to make calls from landing instead of reception when deemed necessary.
What you told us
1. Waiting time in surgery
Changes we're making
-Increased ‘Catch Ups’ asd per session/doctor
-Staff/patient to call to see doctor is running.
What you told us
2. After hours services
Changes we're making
Increased size of poster in wiating rooms + provided brochures for patients.
What you told us
3. Obtaining a home visit
Changes we're making
Increased size of poster in waiting rooms.
What you told us
4. Seeing doctors of choice
Changes we're making
Reviewed + increased ‘Till Day’ appointments changed standard appointment to 1 issue only.
