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 everyone who took the time to complete our August 2025 Patient Experience Survey. We are grateful for 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 again this quarter. Patients told us they felt listened to, respected, and supported by our whole team.
 

Key Findings

• 100% of patients said their healthcare professional:

  • Definitely listened to them

  • Informed them as much as they wanted about their condition, treatment, or care

  • Explained things clearly

  • Treated them with respect and kindness

  • Spent enough time with them

  • Involved them as much as they wanted in decisions about their care

  • Made them feel comfortable asking questions
     

• 100% of patients indicated that: 

  • Their cultural and individual needs were met

  • Our reception and admin staff treated them with respect 

  • They were able to have family/whānau involved in decisions about their care.
     

Access to Care

We strive to ensure timely access to health services, and in the recent survey 28% of patients indicated they were able to get a same or next-day appointment (national average of 25%). The remaining 72% said they were seen within a week, with no-one waiting more than a week for an appointment. 100% of the respondents indicated that they did not mind the wait for an 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. 

In the recent survey, 87% of our patients indicated that they always received a same day response when contacting their GP or nurse about something important (national average 75%). More than 95% of our responding patients reported that there was never a time in the last 12 months when they needed care from a GP or nurse and were unable to access this (national average 80%).  

Patient Portal

What This Means

These results reflect the strong trust, respect, and partnership between patients and our team. We were pleased to see that patients continue to feel supported, listened to, and involved in decisions about their health. 

Thank you for sharing your experience with us. We truly appreciate your feedback and invite you to reach out at anytime with comments or suggestions.

  - The Mt  Eden Village Doctors Team