Your Voice Matters
At Walker Street Doctors, we view every piece of feedback as an opportunity to enhance the care we provide. Our practice is committed to continuous improvement, and your insights are invaluable in this journey.
Our Commitment to You
We promise to:
- Listen attentively to your concerns
- Respond promptly and professionally
- Investigate thoroughly and fairly
- Implement meaningful changes based on your feedback
- Keep you informed throughout the process
- Maintain confidentiality at all times
How to Share Your Feedback
We offer multiple channels for submitting feedback or complaints:
In Person: Speak directly with our reception team or practice manager
Email: Contact our practice manager at reception@walkerstreetdoctors.com.au
Phone: Call us on (02) 9955 5566 during business hours
What Happens Next?
- Acknowledgment: You'll receive confirmation of your feedback within 2 business days
- Review: Our practice manager will thoroughly investigate your concern
- Discussion: We may contact you for additional information
- Resolution: We'll implement appropriate actions to address the issue
- Follow-up: We'll inform you of outcomes and any changes made
External Resolution Options
If you prefer to raise your concern externally, or if you feel your complaint hasn't been adequately addressed, you may contact:
Australian Health Practitioner Regulation Authority (AHPRA)
Website: www.ahpra.gov.au
Phone: 1300 419 495
NSW Health Care Complaints Commission
Website: www.hccc.nsw.gov.au
Phone: 1800 043 159
How We Use Your Feedback
Every piece of feedback contributes to our quality improvement cycle:
- We analyze trends in patient feedback quarterly
- Our clinical team reviews all suggestions in practice meetings
- We implement evidence-based improvements to our services
- We measure outcomes to ensure positive change
Recent Improvements
Your feedback has already helped us implement several positive changes:
- Streamlined online booking system
- Reduced waiting times through optimized scheduling
- Easier access to care through the implementation of telehealth appointments
- Asynchronous quick consults for repeat scripts, referrals and medical certificates
