Quality Improvement
Patient Feedback & Continuous Quality Improvement
At Forward Medical, we are committed to continuously improving the quality of care and enhancing our patients’ experience. Patient feedback plays an important role in helping us achieve this goal.
If you would like to share feedback, raise a concern, or provide a compliment, please ask our reception staff for a Feedback Form. Forms can be completed anonymously if preferred, and all feedback is carefully reviewed to support ongoing improvements to our services.
Patient Inspired Improvements
Improving communication
Our staff have been educated on how to communicate effectively with visitors to our clinic, including letting patients know when there will be a delay in their appointment time. We will be displaying a sign letting patients know to approach reception staff if they have been waiting for more than 20 minutes past their appointment time.
Working to cut wait times
Often, long wait times are due to unavoidable circumstances e.g. presentation of a patient with an urgent medical condition. However, our clinic has been focusing on creating systems to reduce the likelihood of delays, for example blocking extra appointment slots to allow doctors catch-up time.
Offering entertainment for younger children
We understand that visiting the doctor with young children can be stressful, and that even a small distraction to pass the time can help relieve some of that stress. We will soon be offering material for children, reception staff will speak with patients about this once available.
Streamlining service
Updating our website and telephone services, we are aiming to improve ease of access for patient information and appointment bookings.