You Said, We Did: Results from Our Patient Survey

At Green Square Health, we believe in thoughtful medicine, proactive care, and continuous improvement. As a private billing practice, we know that patients choose to come to us, and we take that responsibility seriously.

Recently, we asked for your feedback through our Patient Survey. Thank you to everyone who shared their experiences with us. Your feedback is invaluable in helping us deliver the high standard of care you expect.

What You Told Us

We were delighted to hear that many of you value:

• The friendliness and professionalism of our doctors, nurses, and reception team
• The trust you place in our clinicians
• The cleanliness and overall quality of our facilities

You also highlighted areas where we can improve, including:

• Some consultations feeling rushed at times
• Waiting times, particularly for urgent or complex visits
• Communication around follow-up, results, and next steps not always feeling clear or consistent

What We’re Doing in Response

Proactive follow-up

We know it can be easy to forget to rebook when life gets busy. To make sure nothing is missed, we’ll work with you to arrange your follow-up before you leave the clinic. This helps ensure continuity of care and avoids delays in managing results or ongoing health concerns. At the same time, we’re reviewing our systems, so follow-up reminders are clearer, more consistent, and less repetitive.

Improved communication

Our use of HotDoc alongside our clinical software allows us to provide online bookings, reminders, and recalls. However, we recognise that this sometimes results in “doubling up” or the appearance of a lack of coordination. With many moving parts in a busy practice, this can be challenging for both patients and staff. We’re actively working to improve the way HotDoc integrates with our clinical software so that messages are more seamless, consistent, and efficient.

Waiting time transparency

Even with careful planning, consultations sometimes run over, especially when complex or urgent health needs arise. This can cause flow-on delays, and we know this is frustrating when you’ve planned your day around your appointment. We endeavour to inform you of extended wait times as much as possible, and we’re exploring new ways to keep you updated.

Comfort in clinic

We are proud that many of you commented positively on the cleanliness and professional environment of our clinic. We also recognise that the waiting room experience matters. We’re making small but meaningful improvements to the waiting area, such as layout, and small touches like plants or reading materials, to create a more welcoming space while maintaining the highest standards of infection control.

Masking

We continue to maintain mask use within the practice. This policy is not just about COVID-19- it is about protecting our most vulnerable patients, many of whom are immunocompromised or at higher risk of complications from respiratory illness. Masks also help us uphold robust infection control protocols, reducing the spread of viruses during cold and flu season. We appreciate your cooperation, and we’ll continue to review our approach in line with the needs of our patients and our team.

Tips for a Smoother Experience

We know your time is valuable, and we take responsibility for making your visit as smooth as possible. At the same time, there are a few simple steps that help us keep things running efficiently for you and for other patients:

• Arrive a little early: Please arrive at least 5 minutes before your appointment. This gives our reception team time to confirm your details, update your records, and process your check-in without needing to rush. We’re also working to streamline our systems so this process is quicker and more consistent on our end.
• Allow time for parking: On-site parking is available, with entry via Powell Street, but it can be busy. Arriving 5–10 minutes before your appointment helps ensure you’re checked in and ready for your consultation. We’ll continue to look at how we can improve signage and flow to make access easier.
• Call ahead if you’re running late: We understand things don’t always go to plan. If you anticipate being late, please call us- it gives us a chance to adjust the schedule. Sometimes this means we can still see you without needing to reschedule, and it also helps reduce flow-on delays for other patients. We’ll keep working to communicate clearly about when a reschedule is necessary and when we can accommodate.
• Save our contact details: Adding our phone number and email to your contacts ensures you don’t miss appointment reminders, recalls, or important updates. We’ll continue refining how our systems (including HotDoc) integrate with our clinical software, so communication from us is as seamless and coordinated as possible.

Together, these small steps — along with our commitment to better communication and scheduling — help reduce delays and ensure a smoother experience for everyone.

Our Commitment to Continuous Improvement

Your feedback doesn’t just sit in a report, it leads to action. We recently held a dedicated clinical team meeting to discuss the findings of these results in detail. We’ve circulated the findings and our action plan to the whole team, so that every staff member and clinician is aligned in providing a more consistent, proactive, and patient-centred experience.

At Green Square Health, we will continue to review, reflect, and improve. Thank you for helping us shape a better healthcare experience for all our patients.