This Confirmation Certificate acknowledges that the following practice is

ACCREDITED with Australian General Practice Accreditation Limited (AGPAL)

Woollahra General Practice

16 Oxford Street WOOLLAHRA NSW 2025

Practice Id: #6601

Date of Accreditation Visit: 24 September 2013

Standards: GP Ed 4

Accreditation Due: 23 November 2016

Authorised By

Dr Richard Choong

Chair, Australian General Practice Accreditation Limited

The period of accreditation once granted is three years.

This AGPAL Confirmation Certificate is issued to verify the practice’s current status with AGPAL.

Benchmark data: all practices

mean scores (%) * Min Lower

quartile Median Upper

quartile Max

39 78 83 88 99 36 66 72 79 97 29 63 70 76 98 27 65 71 77 97 37 75 81 88 100 41 74 79 84 99 39 78 82 86 100 23 54 63 71 98 49 84 88 91 100 48 85 89 92 100 48 84 88 91 100 50 83 87 90 100 48 82 86 89 100 48 85 89 92 100 47 83 87 90 100 47 86 90 93 100 39 79 83 87 99 45 82 86 89 100 46 83 87 90 100 48 84 88 91 100 45 83 87 91 100 42 78 83 86 99 37 74 79 83 100 49 76 80 84 99 28 74 78 83 99 29 77 80 84 99 46 84 88 91 100 48 79 83 86 98

Patient Survey Results

At Woollahra General Practice we carried out a patient survey (the Practice Accreditation and Improvement Survey) and asked for your honest opinions on the service we provide.

WGP mean percentage scores and benchmarks

Table 2: Your mean percentage scores and benchmarks

Q1 Appointment satisfaction

Q2 Telephone access

Q3 Home or other visit

Q4 After-hours satisfaction

Q5 See doctor of choice

Q6 Comfort of waiting room

Q7 Privacy

Q8 Waiting time in surgery

Q9 Satisfaction with visit

Q10 Warmth of greeting

Q11 Ability to listen

Q12 Explanations

Q13 Reassurance

Q14 Confidence in ability

Q15 Able to express concerns/fears

Q16 Respect shown to patient

Q17 Time for visit

Q18 Consideration of patient's personal situation

Q19 Concern for patient

Q20 Recommendation

Q21 Reception staff

Q22 Information on fees

Q23 Opportunity for making complaints

Q24 Information on prevention/staying healthy

Q25 Reminder systems

Q26 Second opinion

Q27 Overall satisfaction

Overall score

Your mean

score (%)

84

68

64

62

75

78

82

53

93

94

94

93

92

93

93

94

91

92

94

95

82

79

74

78

77

79

91

85

Your mean score for this question falls in the highest 25% of all PAIS mean scores

Your mean score for this question falls in the middle 50% of all PAIS mean scores

Your mean score for this question falls in the lowest 25% of all PAIS mean scores

*Based on data from 2,399 Australian practices surveyed between May 1999 and March 2013 with 30 or more responses and a total of 343,219

returned patient questionnaires. See score explanation for mean percentage score calculation and quartile information in supporting documents.

Yo

ur

me

an

sco

re %

WGP mean percentage scores in ascending order of performance with benchmark mean scores from all participating practices

100

80

60

40

Patient Survey Action Plan We listened to your concerns and have taken the following actions in order to make improvements to patient care where we feel it would be most useful:

1. Which are the areas where the practice is performing strongly? Are you pleased with these scores and why?

Areas where the practice is

performing strongly

Our brief commentary

1. communication skills of clinical staff

We scored in the top 25% -

This is our mission and we are going well here. 2. interpersonal skills of clinical staff

3. Overall from handwritten

comments, 40 in all, 21 were full endorsement and approval e.g. “Already fantastic!” “Excellent”.

19 suggestions were made, which I will summarise :

-waiting times can be too long- request to be notified if Dr running late -preferred Dr not available when urgent and evening appointments too limited. Request Drs work more sessions. - more bulk billing requested - reminders for pap smears and vaccines requested - request name badges for receptionists, clear speaking and communication on the phone, rapid transfer of information to specialists if needed - request better AH service - request children’s toys and books in waiting room.

Which are the areas where the survey identified the greatest potential for improvement?

- What actions might we take to improve performance? P ractical and realistic actions.

Areas where the survey identified the greatest

potential for improvement

Our brief commentary Action being taken to improve

performance

1. Waiting time We scored in the lowest 25% Patients are advised to ring in pre-appt time to check flow. If an emergency arises and doctor is running very late, (1hr), reception now ring and advise patients. “Nudge” system in place for identified slow coach doctors.

2. After hours service Continue to rely on a deputising service and note that all AH services are under Medicare Local control from 2013

We now receive electronic notification of AH visits. We now have AH number advertised on appointment cards, website, on hold message, signage, practice brochure,

3. Reception Responses were: 59 “excellent”, 56 “very good” 16 “good”, 2 “fair” and 0 poor.

These seem not too bad to me! I am very

happy with the current front desk team and

anticipate their increasing efficiency and

knowledge.

4. Children’s Books Due to hygiene we have chosen not to have toys

A new “children’s only” book rack has been

installed in waiting room, and new books

have been supplied.

Certificate of Completion

This is to cer tify th at

Woollahra General Practice

16 Oxford Street Woollahra NSW 2025

has completed the

Patient Feedback Survey on

14 August 2013

conducted by

CFEP Surveys

Assoc. Professor Michael Greco

Julie McGovern