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.