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 2026 Patient Experience Survey. At Mt Eden Village Doctors, we strive to provide personal, high-quality, evidence-based healthcare in a warm and welcoming environment. Your feedback helps us shape the care we provide, and we genuinely value the input we receive from our patients.

We have reviewed the comments received through our Patient Experience Survey over the past 18 months and identified two themes of note: frustration when appointments run late, and the challenge of having enough time to discuss everything that matters to you.

We understand that your time is valuable. We also recognise that your health concerns are important, and that it can be difficult to cover everything you need in a single appointment. We would like to share a little more about how appointments work and how we can work together to make the best use of your time.

Making the most of your appointment

Our standard GP appointment is 15 minutes. This time includes reviewing your medical notes, discussing your concerns, undertaking any necessary examination, reviewing treatment options, completing consultation notes, and arranging any required referrals, certificates or laboratory requests. Accurate documentation is an essential part of your care and needs to be completed alongside your consultation for greatest accuracy. 

Our doctors have very limited administrative time outside of consultations. The allotted admin time is used for reviewing results and processing repeat prescriptions. 

While we will always endeavour to address your concerns thoroughly, 15 minutes can be limiting, particularly when there are multiple issues or complex health concerns to discuss. 

If you have several concerns or anticipate needing a more in-depth consultation, we encourage you to book a double appointment. These can be booked through our reception team, or online by selecting two consecutive appointments on the MyIndici app. As a general guide, a 15-minute consult is usually sufficient to cover 1-2 issues. Where 3 or more issues require discussion, a double consult should be booked. Re-prescribing of long term medications needs specific review intermittently, and time to do so will need to be allowed for within the 15-minute consultation.  

Our doctors aim to address your health needs as efficiently as possible, balancing this against the need to be thorough and safe. To maximise what can be covered, our doctors will utilise our skilled nursing team where appropriate, and offer the option of referrals outside of the consult if required (an admin fee applies for paperwork undertaken outside of the consultation).

Where time allows in a consult, our doctors will proactively consider other relevant health needs, such as age appropriate screening, or renewal of additional prescriptions, even if these are not specifically requested.

Why appointments sometimes run late

One of the most common reasons appointments run late is that previous consultations have extended beyond their allocated time. This may occasionally be due to an urgent clinical need, but more often occurs because in one or more of the prior appointments the volume of concerns to be discussed exceeds that which can be safely covered in the booked time. 

When consultations routinely extend beyond their allocated time, this has a flow-on effect for other patients waiting to be seen.

To respect everyone's time, we will increasingly aim to keep consultations within their booked time where clinically appropriate. Please do not feel offended if your doctor suggests that a further appointment is needed. This is not about limiting your care, but about ensuring your concerns receive appropriate attention while also respecting the time of other patients.

Our commitment to you

We will continue to strive to:

• Run as close to appointment times as possible.
• Make the best use of the time available during your consultation.
• Proactively identify other important health needs, such as screening or repeat prescriptions, when time allows.
• Offer appropriate follow-up or longer appointments when needed.
• Listen to your feedback and continually improve the care we provide.

Thank you for your understanding and for continuing to share your feedback. Please feel welcome to contact us if you have any questions or suggestions.

  - The Mt  Eden Village Doctors Team