News

We want to provide you and your family with the best care possible, and we invite you to provide feedback to us about our services.  Your feedback is a valuable source of information to help us strengthen the service and care we provide to best meet your needs. As part of this process we undertake a Patient Experience Survey every three months. You can read more about the Patient Experience Survey via this link. As we welcome your feedback at any time, please reach out if you have concerns, compliments or suggestions. 

Thank you for sharing your experiences with us through our quarterly Patient Experience Survey. We truly value your input and are committed to continuously improving the care we provide.
 

We are pleased to receive positive feedback regarding the way we engage with you in supporting your health journey. An overwhelming majority of patients indicated: 

• They were treated with kindness and respect by both our clinical and non-clinical teams 
• They felt listened to and that their clinician spent sufficient time with them 
• They trusted and had confidence in their healthcare provider 
• They were involved as much as they wanted in decisions about their treatment and care 
• They felt comfortable asking questions 
• Their individual needs were met 
• They were able to have family or whanau involved in discussions around treatment 

Appointment Availability
The recent February survey indicated that while not all patients were able to secure an appointment on the same or next day, 100% of respondents were seen by their usual health professional, and 94% did not mind the wait until availability of an appointment. Additionally, more than 95% of our patients said that in the last 12 months, they were always able to access healthcare from a GP or nurse if they needed it. We continue to monitor appointment utilisation and strive to ensure appointment availability, balancing scheduled appointments and urgent slots for patients requiring same- or next-day review.

To ensure you can access the care you need, please note: 

• We reserve a number of appointment slots offline each session specifically for those who become acutely unwell and need urgent care. Most days, there will be multiple appointments available at the start of the day for those who are acutely unwell. Please phone our reception if you cannot find availability online and we will do our best to accommodate a review. 
•  
• Two of our nurses have undertaken additional post-graduate training to specialise as nurse prescribers, and each day one or both of our nurse prescribers will be on-site to provide consultations. They are able to assess and prescribe for a range of acute and chronic health issues. You can book an appointment with our nurse prescribers by calling reception. For further information about nurse consultations, see our website, in-clinic posters or ask any of our staff team. 
•  

We greatly value your participation in our Patient Experience Survey. Your feedback helps us continue to improve, and we appreciate the trust you place in us to care for you. Please don’t hesitate to contact our team by email or in person with questions or concerns at any time.