21/07/2025
🩺 Thank You for Your Feedback!
At Gasworks Medical Practice, we are committed to continuously improving the quality of care we provide. As part of our recent accreditation process with AGPAL, we invited patients to share their experiences through a feedback survey.
We are incredibly grateful for the overwhelmingly positive responses — your support means a lot to our team. Your feedback helps us to keep doing what we do well and make improvements where needed.
Here’s what we heard — and what we’re doing about it:
✅ Appointment Availability
You told us you appreciate timely access to care, and we’re pleased to share that we’ve expanded to help meet demand.
We recently welcomed Dr Kimberley Abussi to the practice.
And today, we're excited to announce the return of Dr Damien Mergard!
🕒 Doctors Running Late & Being Notified
One area for improvement that stood out was communication when doctors are running late. A patient shared:
"Reception staff letting the patient know if there will be a waiting to see their doctor" — and we agree this is important.
We’ve taken several steps to improve:
Reception staff are trained to notify patients if the doctor is running more than 15 minutes late, and sending an SMS when possible.
On arrival, patients should be informed if their doctor is behind schedule.
A daily team member is now dedicated to monitoring the appointment diary and keeping patients updated.
We’ve enabled the HotDoc queue function, so patients can see their place in the queue after checking in.
We acknowledge that this is still a work in progress. With several new staff currently in training, we're prioritising consistency in communication — because we know how frustrating it can be to be left waiting without an update.
💬 Thank you again for your valuable input — it helps us to grow and improve. Your time and trust mean everything to us.
