News » Voice of the Patient Survey Results 2023

Voice of the patient

Voice of the Patient Survey Results 2023

We are committed to providing exceptional healthcare services to our community. In our continuous efforts to improve our services and enhance client experiences, we participated in the 2023 Voice of the Patient Survey conducted by Insync, an RACGP accredited patient satisfaction survey. This survey aimed to capture the insights and experiences of our Medical Services Clients, shedding light on both our successes and areas for improvement.


What we are doing well:

  1. Interpersonal Skills of Clinical Staff : One of our greatest strengths is the ability of our clinical staff to provide a welcoming and comfortable environment for our clients. Scoring 81%, we exceeded Insync’s benchmarked score of 75%, emphasising the compassionate care and connection our clinical team establishes with our patients.
  2. Communication and Interpersonal Skills of Admin Staff (80%): Acknowledging the vital role our administrative staff plays in the patient experience, we received an 80% score, again highlighting the welcoming and safe environment we work hard to create.
  3. Privacy and Confidentiality (72%): Upholding the trust and confidentiality of our patients is paramount at Your Community Health. With a score of 72%, we align with Insync’s benchmarked score, proving our dedication to maintaining a secure and confidential healthcare environment.

Highest Rating Scores:

  1. The Clinical Team’s Caring Approach (84%): The compassionate approach of our clinical team helped us achieve an impressive 84% in the survey, which emphasises our dedication to recognising and addressing the different needs and concerns of each one of our clients.
  2. Clean and Tidy Practice (83%): Our commitment to maintaining a clean and tidy practice environment at all of our health centres is a top priority.
  3. Respectful Clinical Team (82%): With a score of 82%, our clinical team demonstrated a high level of respect towards our patients. This underscores our dedication to providing a positive and respectful healthcare environment.

What we can do better:

While celebrating our successes, we also acknowledge areas where improvement is crucial for delivering the best possible healthcare experience:

  1. Timeliness of Services (20%): We understand the importance of timely services, and the survey revealed an opportunity for improvement in this area. With a score of 20%, below Insync’s benchmarked score of 36%, we are committed to enhancing the efficiency of our services by implementing new systems and addressing inefficiencies.
  2. Accessibility to Doctors (22%): Recognising the significance of prompt access to healthcare, we scored 22%.  We are dedicated to addressing this concern and ensuring that our clients can see a doctor quickly when needed.
  3. Ease of Appointment Scheduling (39%): Appointment scheduling is a critical aspect of client convenience, and with a score of 39%, below Insync’s benchmarked score of 47%, we are actively working towards improving the ease of scheduling appointments, making it more convenient for our patients.


We are grateful for the valuable insights provided by the Voice of the Patient Survey. We are committed to building on our strengths and addressing areas for improvement to ensure that our community receives the highest standard of healthcare. By listening to our patients and maintaining a culture of learning in our workplace we are able to continuously evolve. We remain dedicated to providing compassionate, respectful, and efficient healthcare services for the well-being of our community.