Survey Response Plan

SURVEY RESPONSE PLAN

2024 Patient survey results and response

Era Health would like to extend sincere thanks to all patients who recently completed our Patient Feedback Survey. Your responses will help us prioritise areas for improvement.

Our aim is to achieve more than 50.0% of EXCELENT SCORE in every category.

We are happy to see that we have continued to score in the high percentiles for overall patient satisfaction, our current average excellent score is 62.9%. However, we still have area of improvements. Your responses in the recent survey indicate that these are our strengths as our clinic received highest excellent score from your feedback.

Your experience of the interpersonal skills of the clinician at your last visit: 79.3%
Your experience of the way clinicians communicated with you at your last visit:
73.3%
Your experience with reception staff at your last visit: 67.3%
Making an appointment and waiting to see a clinician at your last visit: 67.1%
Your experience of privacy at your last visit: 63.9%
Your experience of the information given to you by clinicians at your last visit: 54.7%
Your experience of the way your clinician worked with other healthcare professionals at your last visit: 50.7%

The question that had the comparatively lowest satisfaction score is:

Thinking about your experience with general practice over the past year: 46.7%

Following areas where we have received the lowest score we will be working to improve in 2024/2025:

The amount you paid for each visit to the doctor: Our clinic is based on quality service and our cost is lower than our competitors in the same area. However, we will reassess our cost based on the inflation and affordability our patients.
Contacting clinician by email: Our team makes all the efforts to respond to any email at earliest possible time. Our doctors are working part time basis and sometimes they are not in the situation to reply email instantly. Practice Manager will share this feedback to our clinician to ensure that they will reply to patient email as earliest as practicable.