23 Sep 2024We conducted a patient engagement survey (PES) throughout the month of August, 2024. We were pleased with a 31.5% response rate (anything above 30% is generally considered excellent) from our general public patients.
The survey did not include those patients channeled to us through healthcare partners such as EDs, aged care homes, and ambulance services (public patients direct to website only). There was a good mix of patient's represented with respondents experiencing Emergency Consult on various days of week and times of day.
Exemplary triage experience:
100% of patients said they were greeted in a friendly & welcoming manner.
100% also said the Triage Nurse listened and heard their health concerns.
98% gained a good understanding of the telehealth process from the Triage Nurse.
Excellent clinical experience:
99% said the telehealth clinician was friendly & professional.
98% said the telehealth consult was a positive experience.
98% of patients' said we met their needs:
80.7% said we met their needs extremely well.
13.3% said we met their needs very well.
3.6% said we met their needs somewhat well.
2.4% said our telehealth consult did not meet their needs.
Our patients' described our service as:
In descending order, you said we were: very high quality, friendly staff, efficient use of your time, unique service, good value for money. Seven respondents thought we were overpriced and two people reported poor service.
Where we can improve the service:
82% of patients said they experienced no issues. But 14% reported minor technical difficulties such as poor quality video or sound.
Those who use us are likely to return:
97.58% of respondents said that they were extremely likely, very likely, or somewhat likely to use our service again. Only two respondents were unlikely to return.
World-class Net Promoter Score (NPS):
Our patients scored us 87 on the NPS index. A score above 0 indicates more promoters than detractors. The creators of the NPS metric (Bain & Co) consider a score above 20 favourable, above 50 excellent, and above 80 world class. 88% of our patients were promoters, 11% passives, and 1% detractors.
In addition to the stats, we collected a lot of valuable feedback:
Of the 40 people that offered additional commentary, 34 were of high praise, 3 comments were negative, and 2 neutral. We were complemented on our people, convenience, and timeliness. Criticism concerned cost and isolated cases where the patient disagreed with treatment plan or misunderstand what could be assessed.
"When you're unwell you don't want to wait 2 weeks for an appointment or sit for hours amongst sick people. This is a perfect solution for what I needed."
"You were there at 2am when I felt terrible and was wondering if I should call for an ambulance!"
"$99 is quite pricey but it's worth it in terms of time and convenience."
"Keep doing what you're doing. In 3 different experiences I have only had absolute professionals each time. Recently the doctor even managed to get me referred to the hospital for that afternoon...magic!"
"Exemplary service, so glad I thought to use your telehealth doctors given it was a very late, cold Sunday night and the other option was to venture outside with a sick 13 year old to the local after hours clinic. Staff were very high calibre...friendly and engaging...Also very impressed at speed at which we were seen by the triage nurse and doctor. I subsequently looked at your website and was impressed with the quantity and quality of FACEMs."
"Shame that childrens appt could not be cheaper. Otherwise great service."
"Very kind staff, easy to use. Great that you didn't have to download an app. I also had to email afterwards asking for a Dr note which was provided, so was also thankful for that."
"I am so happy with your service, I have used it a few times for my kids and my husband. I think the price is better than going to urgent care, the wait time is excellent and I love that I can do it all from the comfort of my own home. It takes at least two to three weeks to get in to our GP at the moment
so I have found your service has been able to cover the gap whenever someone in the family is unwell. I have recommended it to everyone I know."
"I appreciated access to this service while not being able to see my GP. The staff were friendly, professional, and knowledgeable. I felt listened to and respected. All my concerns/issues were addressed. I appreciated not having to wait for hours in an emergency room and getting the medication I needed which prevented me getting worse."
"It was so nice to talk to people who actually seemed genuinely interested in my health."