At Rozelle Total Health, we’ve recently conducted a Voice of the Patient survey as part of our ongoing commitment to improving the care we provide to our community.
Firstly – thank you. Your honest feedback helps us reflect, adapt, and grow.
We heard you. Here’s what you said, and what we’re doing about it:
“It’s hard to get an appointment.”
Yes – this is one of the most common pieces of feedback, and we completely understand the frustration. We’re a busy practice, and at times our appointments book up quickly.
What we’re doing:
- We have on-the-day appointments available for urgent needs.
- Reception also holds triage spots for patients who are acutely unwell – if you’re very sick, please let them know.
- We’re reviewing our appointment schedule and will be adding more availability wherever possible.
- We’re actively recruiting more doctors – but we won’t just take anyone. We’re committed to bringing on the right clinicians who share our values and high standards of care. We know that getting the right person matters more than just filling a seat.
“It’s hard to see the same doctor.”
Continuity of care is important – and we want you to build strong relationships with your GP. But with high demand and part-time schedules, it can be tricky.
What we’re doing:
- We encourage booking ahead where possible to ensure you can see your preferred GP.
- We’re working on better internal systems to support continuity, even if you see a different doctor. Your notes, history, and care plans are always accessible to your treating GP.
“Sometimes I have to wait past my appointment time.”
We get it – your time is valuable. Sometimes our doctors run behind because a patient has needed more time or unexpected care.
What we’re doing:
- Our reception team is working hard to keep you informed if your doctor is running late.
- We aim to balance being timely with giving each patient the attention they deserve – and that includes you.
“Reception can be a bit inconsistent.”
Our reception team is the first point of contact for many patients, and we know how important that experience is. They have a challenging job, and they’re constantly juggling calls, check-ins, emails, and triage. We’ve received mixed feedback – some very positive, and some noting the experience can feel rushed or variable.
What we’re doing:
- We’re providing ongoing training and support to ensure consistency, kindness, and efficiency.
- We’ve implemented triage protocols so our reception team can identify and prioritise acutely unwell patients.
“Costs and billing aren’t always clear.”
We appreciate the opportunity to clarify this.
What we’re doing:
- Rozelle Total Health is a private billing practice. This means there are out-of-pocket costs for most appointments.
- If you’re unsure about fees, our reception team is always happy to explain before your consultation.
- We also strongly encourage patients to speak with their local federal member of parliament about the need to increase Medicare rebates – to better support affordable, quality primary care.
We’re Listening, and We’re Here
We want to assure you: we’re not just reading your feedback – we’re acting on it.
We believe in care that’s patient-centred, respectful, and sustainable. That means hiring the right people, creating the right systems, and always trying to improve.
Thank you for being part of Rozelle Total Health. We’re grateful for your trust.
