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 to all our patients who took the time to complete the May 2025 Patient Experience Survey. We truly value your feedback - it helps us understand what we’re doing well and where we can continue to improve.

We were delighted to receive overwhelmingly positive feedback, demonstrating that respondents had a strong sense of trust, confidence, and comfort with our entire team. In our most recent survey, 100 % of patients said their healthcare professional:
 

• Treated them with respect and kindness 

• Inspired trust and confidence 

• Explained things clearly 

• Informed them as much as they wanted 

• Definitely listened to them 

• Spent enough time with them 

• Involved them as much as they wanted to be in decisions about the best medicine(s) for them 

• Made them feel comfortable asking questions 

• Met their cultural and spiritual needs

Although the survey primarily focused on interactions with our healthcare professionals, feedback concerning our reception team was also overwhelmingly positive. Notably, 100 % of respondents indicated that they were treated with respect by our reception team. Patient comments reflected a high level of satisfaction with the care provided by our whole team. Many praised the professionalism, kindness, and attentiveness of our team, with particular appreciation for follow-up care and the respectful, welcoming environment.

Patient Portal

Nearly 80% of survey participants reported they are currently using our online patient portal, MyIndici, while 10% said they were not aware of the portal. MyIndici can be used to view test results, book appointments, request repeat medications, check for upcoming recalls and receive secure communication from us. It is an excellent way to remain engaged with your health, and we encourage any patients not yet using the portal - or having trouble with it - to reach out to our team for help getting set up. 

Appointment Access

When it came to access to appointments, 43% of patients reported being able to get a same-day or next-day appointment. While this was our lowest score in the survey, it still compares favourably with both the national average (36%) and the Auckland-wide rate (41%). Importantly, 73% of respondents said they didn’t mind the wait for their appointment. Of note, we reserve a number of appointments off-line every day for patients who become acutely unwell, so if you need healthcare and do not see any availability online, please reach out to our reception team and we would do our best to assist. 

Thank you for sharing your experience with us.

We truly appreciate your feedback and invite you to reach out anytime with comments or suggestions.

  - The Mt  Eden Village Doctors Team