How Mead Medical Responds to Patient Feedback
At Mead Medical, we value every piece of feedback our patients share with us. Your thoughts help us continually improve our services and ensure we meet the needs of our community. Whether it’s a suggestion, a concern, or praise, we listen, reflect, and take action where possible.
We have a designated e-mail address for all feedback: feedback@meadmedical.com.au
Here are some recent examples of how we’ve responded to patient feedback:
1. “It would be great to have a coffee machine in the waiting area.”
We understand how a cup of coffee can make waiting a bit more pleasant. After receiving this suggestion from several patients, we decided to trial a coffee machine in the reception area. While it was a thoughtful addition, we found that it was used infrequently and, unfortunately, came with some challenges. Spills and paper cup litter required extra attention from our reception team, and the overall waiting space began to feel less inviting.
Based on these insights, we opted to remove the coffee machine but are exploring alternative ways to enhance your waiting experience in a cleaner, more efficient way.
2. “Wait times for doctors can be frustrating.”
We acknowledge that waiting to see a doctor can sometimes be longer than expected. This feedback encouraged us to take a closer look at appointment scheduling and patient flow. As a result, we’ve introduced:
- SMS notifications: Patients now receive reminders about their appointments and updates if delays are anticipated.
- Improved communication: Our reception team keeps patients informed about any delays and the estimated waiting time.
While emergencies and extended consultations are sometimes unavoidable, we remain committed to minimizing disruptions to your schedule.
3. “Can you clarify your COVID-19 policies?”
During the pandemic, patient feedback highlighted the need for clearer communication about our COVID-19 protocols. In response, we took several steps to ensure transparency and keep everyone informed:
- Dedicated COVID-19 information page: We created a comprehensive section on our website with up-to-date guidelines and helpful resources.
- Clear clinic signage: We installed signage to guide patients on mask-wearing, hand sanitization, and social distancing.
- Regular updates: Our website and social media channels were used to share timely information about changes to our policies and services.
We understand how stressful navigating healthcare during COVID-19 can be, and we’ve continued to adapt to ensure everyone’s safety.
To protect our GPs, staff, and other patients, we remain committed to maintaining a safe environment. If you’re experiencing infectious symptoms, we will provide a Rapid Antigen Test (RAT) upon arrival. While there was previously a nominal fee to cover the cost of the kits, we are pleased to announce that this cost has now been waived.
Your health and safety remain our top priority, and we thank you for your understanding and cooperation.
Thank You for Helping Us Improve
Every suggestion, whether big or small, makes a difference. By sharing your experiences, you help us identify opportunities to enhance our care and services. If you’d like to leave feedback, you can do so via our website, in person, or by contacting our team directly.
At Mead Medical, your voice matters. Together, we’re building a better experience for all.
We’re thrill to introduce Dr Emma Johnson to Mead Medical from next week.
Dr Johnson joins us as a GP registrar – this means that she is a fully qualified doctor who is working towards her GP specialty.
Dr Johnson has undertaken additional training in children’s health and women’s health and although classes these areas of special interest, she enjoys the variety of general practice and consults on all conditions.
Dr Johnson will work across both the Kalamunda and Forrestfield sites.
Welcome to the team Emma!
We’re pleased to introduce Dr Dulanthie Seneviratne to the Mead Medical team.
Dr Dulanthie will be working at our Forrestfield clinic on Monday, Wednesday and Thursday’s from 2nd December.
Dr Dulanthie trained in India before moving to Australia in 2016 and has been working interstate before settling in WA.
She says that her areas of interest are geriatrics, family medicine, women’s health and immigrant health.
Welcome to the team Dr Dulanthie!
This week, we had cupcakes and flowers to send off Dr Danielle Vlahov as she starts her maternity leave being 37 weeks pregnant.
Dr Vlahov already has a little boy and girl at home and the whole family is excited to welcome their new addition in the coming weeks.
Dr Vlahov will be enjoying some time at home with the newest member of the family and is hoping to return to Mead Medical in due course.
Wishing the Vlahov family all the very best over the exciting few months ahead.
On 9 August 2023, Mead Medical discovered that an unauthorised third party had gained access to Mead Medical’s administration mailbox (Mailbox Incident) and sent spam emails to some of our valued patients. Specialist forensic IT experts were immediately engaged to remove the unauthorised access and to investigate what happened. The investigation revealed that limited personal information for some patients was contained in the mailbox was capable of being accessed by the unauthorised third party. We reached out directly to those patients we deemed as having been impacted in late 2023. As some potentially impacted patients may not have received notice of the Mailbox Incident, this website notice about the Mailbox Incident is made out of an abundance of caution and only intended for patients of Mead Medical between March to August 2023, who have not been contacted by us.
The impacted mailbox is used for exchanging emails about consultations and appointments, and to exchange patient information with other health service providers where necessary. To date, we have no evidence that personal information from the Impacted Mailbox has been published, downloaded or used maliciously. The following categories of personal information were capable of being accessed, only where this information was contained in emails:
- Contact details
- Health information
- Government reference numbers, e.g. Medicare number, Centrelink reference number
- ID documents, e.g. license numbers
What has Mead Medical done in response?
In response to the Incident, we have implemented a number of measures to prevent reoccurrence including:
- upgrading our security protections to our email environments;
- enhancing our security frameworks and policies; and
- following the advice of specialist forensic IT experts to improve security based on the latest trends.
What should patients do?
We set out below some recommendations to limit the potential impact of the breach:
- In order to protect yourself from potential scams, please be alert for suspicious calls, email and text messages purporting to come from Mead Medical.
- regularly change your passwords and security questions & answers for accounts containing personal information;
- do not click on links or download file attachments when an email or text message appears suspicious;
- do not reply to email or text messages requesting your personal information;
- beware of cold callers falsely claiming to be from authorities or businesses that ask you for your personal information;
- If concerned about the security of your Medicare or Centrelink account, please visit servicesaustralia.gov.au/databreach for more information on how you can protect your personal information after a data breach.
- If concerned about identity information, contact the issuer (e.g. for licenses, contact the department of transport)
- obtain a free credit report to identify whether there is any suspicious activity against your credit history (for example, Equifax credit reports are available at https://www.equifax.com.au/personal/products/credit-and-identity-products); and
- you can find further information about online safety, cyber security and helpful tips to protect yourself at the Australian Cyber Security Centre or the ACCC’s Scam watch website.
We apologise for any distress the Incident may cause you. If you require any further information, please do not hesitate to contact Collean Guest on collean@meadmedical.com.au.
Mead Medical is very excited to have Dr Wion Thiart join us from 1st July 2024, Dr Thiart is highly regarded and has been working in the Hills for over 15 years, with a special interest in skin cancer, family medicine, chronic disease, Travel medicine and is fluent in Afrikaans.
Mead Medical are excited to announce that Dr Emma Vitale will be returning to our family in February.
Emma completed her medical training in WA and worked across a number of hospital specialties before entering general practice.
She is interested in all aspects of general practice, but has particular interest in sexual health and paediatrics. Emma has undertaken additional training in these areas and recently completed a diploma of child health.
When not at work, Emma enjoys hiking in the great outdoors and spending time with her family and pets.
Has your doctor diagnosed you with diabetes? Or do you have high blood glucose levels (high blood sugar?. Whether you are at the beginning of your diabetes journey or have been living with diabetes for a while, a Credentialed Diabetes Educator (CDE) will teach you how to manage your diabetes, they will help you understand what to do so that you can feel your best.
Our Credentialed Diabetes Educator (Registered Nurse) – Pascal Chane-Yin aims to reduce diabetes related burdens and improve patients’ quality of life by empowering them through continuous support and provision of up to date, evidence-based information. I believe that there is a solution to every problem and hope to help my patients find the right solution for their diabetes.
Pascal is available for appointments every Thursday at our Specialist Centre, 37 Elizabeth Road Kalamunda. Book via the Automed App or call us on 9293 4455.
Welcoming patient feedback
How Mead Medical Responds to Patient Feedback At Mead Medical, we value
Welcoming Dr Emma Johnson to Mead Medical
We're thrill to introduce Dr Emma Johnson to Mead Medical from next
Introducing Dr Dulanthie Seneviratne
We're pleased to introduce Dr Dulanthie Seneviratne to the Mead Medical
Welcoming patient feedback
How Mead Medical Responds to Patient Feedback
At Mead Medical, we value every piece of feedback our patients share with us. Your thoughts help us continually improve our services and ensure we meet the needs of our community. Whether it’s a suggestion, a concern, or praise, we listen, reflect, and take action where possible.
We have a designated e-mail address for all feedback: feedback@meadmedical.com.au
Here are some recent examples of how we’ve responded to patient feedback:
1. “It would be great to have a coffee machine in the waiting area.”
We understand how a cup of coffee can make waiting a bit more pleasant. After receiving this suggestion from several patients, we decided to trial a coffee machine in the reception area. While it was a thoughtful addition, we found that it was used infrequently and, unfortunately, came with some challenges. Spills and paper cup litter required extra attention from our reception team, and the overall waiting space began to feel less inviting.
Based on these insights, we opted to remove the coffee machine but are exploring alternative ways to enhance your waiting experience in a cleaner, more efficient way.
2. “Wait times for doctors can be frustrating.”
We acknowledge that waiting to see a doctor can sometimes be longer than expected. This feedback encouraged us to take a closer look at appointment scheduling and patient flow. As a result, we’ve introduced:
- SMS notifications: Patients now receive reminders about their appointments and updates if delays are anticipated.
- Improved communication: Our reception team keeps patients informed about any delays and the estimated waiting time.
While emergencies and extended consultations are sometimes unavoidable, we remain committed to minimizing disruptions to your schedule.
3. “Can you clarify your COVID-19 policies?”
During the pandemic, patient feedback highlighted the need for clearer communication about our COVID-19 protocols. In response, we took several steps to ensure transparency and keep everyone informed:
- Dedicated COVID-19 information page: We created a comprehensive section on our website with up-to-date guidelines and helpful resources.
- Clear clinic signage: We installed signage to guide patients on mask-wearing, hand sanitization, and social distancing.
- Regular updates: Our website and social media channels were used to share timely information about changes to our policies and services.
We understand how stressful navigating healthcare during COVID-19 can be, and we’ve continued to adapt to ensure everyone’s safety.
To protect our GPs, staff, and other patients, we remain committed to maintaining a safe environment. If you’re experiencing infectious symptoms, we will provide a Rapid Antigen Test (RAT) upon arrival. While there was previously a nominal fee to cover the cost of the kits, we are pleased to announce that this cost has now been waived.
Your health and safety remain our top priority, and we thank you for your understanding and cooperation.
Thank You for Helping Us Improve
Every suggestion, whether big or small, makes a difference. By sharing your experiences, you help us identify opportunities to enhance our care and services. If you’d like to leave feedback, you can do so via our website, in person, or by contacting our team directly.
At Mead Medical, your voice matters. Together, we’re building a better experience for all.
Welcoming Dr Emma Johnson to Mead Medical
We’re thrill to introduce Dr Emma Johnson to Mead Medical from next week.
Dr Johnson joins us as a GP registrar – this means that she is a fully qualified doctor who is working towards her GP specialty.
Dr Johnson has undertaken additional training in children’s health and women’s health and although classes these areas of special interest, she enjoys the variety of general practice and consults on all conditions.
Dr Johnson will work across both the Kalamunda and Forrestfield sites.
Welcome to the team Emma!
Introducing Dr Dulanthie Seneviratne
We’re pleased to introduce Dr Dulanthie Seneviratne to the Mead Medical team.
Dr Dulanthie will be working at our Forrestfield clinic on Monday, Wednesday and Thursday’s from 2nd December.
Dr Dulanthie trained in India before moving to Australia in 2016 and has been working interstate before settling in WA.
She says that her areas of interest are geriatrics, family medicine, women’s health and immigrant health.
Welcome to the team Dr Dulanthie!
Dr Danielle Vlahov starts maternity leave
This week, we had cupcakes and flowers to send off Dr Danielle Vlahov as she starts her maternity leave being 37 weeks pregnant.
Dr Vlahov already has a little boy and girl at home and the whole family is excited to welcome their new addition in the coming weeks.
Dr Vlahov will be enjoying some time at home with the newest member of the family and is hoping to return to Mead Medical in due course.
Wishing the Vlahov family all the very best over the exciting few months ahead.
Dr Greg Caddy – RACGP WA GP Supervisor of the Year for 2024
Cyber Incident Notification
On 9 August 2023, Mead Medical discovered that an unauthorised third party had gained access to Mead Medical’s administration mailbox (Mailbox Incident) and sent spam emails to some of our valued patients. Specialist forensic IT experts were immediately engaged to remove the unauthorised access and to investigate what happened. The investigation revealed that limited personal information for some patients was contained in the mailbox was capable of being accessed by the unauthorised third party. We reached out directly to those patients we deemed as having been impacted in late 2023. As some potentially impacted patients may not have received notice of the Mailbox Incident, this website notice about the Mailbox Incident is made out of an abundance of caution and only intended for patients of Mead Medical between March to August 2023, who have not been contacted by us.
The impacted mailbox is used for exchanging emails about consultations and appointments, and to exchange patient information with other health service providers where necessary. To date, we have no evidence that personal information from the Impacted Mailbox has been published, downloaded or used maliciously. The following categories of personal information were capable of being accessed, only where this information was contained in emails:
- Contact details
- Health information
- Government reference numbers, e.g. Medicare number, Centrelink reference number
- ID documents, e.g. license numbers
What has Mead Medical done in response?
In response to the Incident, we have implemented a number of measures to prevent reoccurrence including:
- upgrading our security protections to our email environments;
- enhancing our security frameworks and policies; and
- following the advice of specialist forensic IT experts to improve security based on the latest trends.
What should patients do?
We set out below some recommendations to limit the potential impact of the breach:
- In order to protect yourself from potential scams, please be alert for suspicious calls, email and text messages purporting to come from Mead Medical.
- regularly change your passwords and security questions & answers for accounts containing personal information;
- do not click on links or download file attachments when an email or text message appears suspicious;
- do not reply to email or text messages requesting your personal information;
- beware of cold callers falsely claiming to be from authorities or businesses that ask you for your personal information;
- If concerned about the security of your Medicare or Centrelink account, please visit servicesaustralia.gov.au/databreach for more information on how you can protect your personal information after a data breach.
- If concerned about identity information, contact the issuer (e.g. for licenses, contact the department of transport)
- obtain a free credit report to identify whether there is any suspicious activity against your credit history (for example, Equifax credit reports are available at https://www.equifax.com.au/personal/products/credit-and-identity-products); and
- you can find further information about online safety, cyber security and helpful tips to protect yourself at the Australian Cyber Security Centre or the ACCC’s Scam watch website.
We apologise for any distress the Incident may cause you. If you require any further information, please do not hesitate to contact Collean Guest on collean@meadmedical.com.au.
Exciting News! Dr Wion Thiart to join our team from 1st July
Mead Medical is very excited to have Dr Wion Thiart join us from 1st July 2024, Dr Thiart is highly regarded and has been working in the Hills for over 15 years, with a special interest in skin cancer, family medicine, chronic disease, Travel medicine and is fluent in Afrikaans.
How Dense are your bones? You may be eligible to attend our visiting Bone Density service
Welcome back Dr Emma Vitale
Mead Medical are excited to announce that Dr Emma Vitale will be returning to our family in February.
Emma completed her medical training in WA and worked across a number of hospital specialties before entering general practice.
She is interested in all aspects of general practice, but has particular interest in sexual health and paediatrics. Emma has undertaken additional training in these areas and recently completed a diploma of child health.
When not at work, Emma enjoys hiking in the great outdoors and spending time with her family and pets.
Do you have, or have you been newly diagnosed with Diabetes?
Has your doctor diagnosed you with diabetes? Or do you have high blood glucose levels (high blood sugar?. Whether you are at the beginning of your diabetes journey or have been living with diabetes for a while, a Credentialed Diabetes Educator (CDE) will teach you how to manage your diabetes, they will help you understand what to do so that you can feel your best.
Our Credentialed Diabetes Educator (Registered Nurse) – Pascal Chane-Yin aims to reduce diabetes related burdens and improve patients’ quality of life by empowering them through continuous support and provision of up to date, evidence-based information. I believe that there is a solution to every problem and hope to help my patients find the right solution for their diabetes.
Pascal is available for appointments every Thursday at our Specialist Centre, 37 Elizabeth Road Kalamunda. Book via the Automed App or call us on 9293 4455.
Latest News
Welcoming patient feedback
How Mead Medical Responds to Patient Feedback At Mead Medical, we value every piece of
Welcoming Dr Emma Johnson to Mead Medical
We're thrill to introduce Dr Emma Johnson to Mead Medical from next week. Dr Johnson
Introducing Dr Dulanthie Seneviratne
We're pleased to introduce Dr Dulanthie Seneviratne to the Mead Medical team. Dr
Dr Danielle Vlahov starts maternity leave
This week, we had cupcakes and flowers to send off Dr Danielle Vlahov as she starts her
Dr Greg Caddy – RACGP WA GP Supervisor of the Year for 2024
A Big Congratulations to Dr. Greg Caddy We’re thrilled to share that Dr. Greg