Haan Health encourages patients and other people to give feedback, both positive and negative, as part of our partnership approach to healthcare, and we have processes in place for responding to feedback. The Practice Manager is responsible to respond to patient feedback and make improvements, practices need to identify the person in the practice with primary responsibility for examining issues raised by patients and facilitating improvements in the practice.
Opportunities are available for patients and other visitors to tell us, ‘How we are doing.’ Our Suggestion Box in the waiting room allows patients to give us personal feedback on a day to day basis. We aim to follow-up ideas and acknowledge notes of appreciation where we can. Where possible patients are encouraged to raise any concerns directly with the practice team and attempts are made for a timely resolution of such concerns within the practice in accordance with our complaint’s resolution process.
Feedback collected includes, but is not limited to, the following 6 categories that are considered critical to patient’s experiences within healthcare facilities.
Access and availability
Information provision
Privacy and confidentiality
Continuity of care
Communication skills of the clinical staff
Interpersonal skills of clinical staff
The data collected is analysed and the findings, including any improvements made, are communicated back to our patients.
As part of our Risk Management Activity, a log of incidents, including complaints, is maintained in an event log and the incident is noted on the patient’s history.
At any time, patients may provide feedback or make a complaint.
A notice is displayed in the waiting room and in the practice information sheet advising how to make a complaint to our practice.
The Suggestion Box is located at reception and reception staff ensure there is an attached pen and paper available.
Staff are trained to ensure patients of the practice feel confident that any feedback or complaints made at the practice will be handled appropriately.
Data collected is analysed to identify potential opportunities for quality improvement.
If you have any feedback you would like to share with us please call 07 5531 6033. Please note that this process can take up to 30 working days depending on the subject matter of your feedback.
Alternatively you can write to us at:
Patient Feedback
Haan Health Medical Centre
PO Box 1856
Broadbeach, QLD, 4218