2026 Patient Survey Results
Thank you for your feedback
Recently, we invited patients at Whitebridge Medical Centre to complete a patient feedback survey to help us better understand what we are doing well and where we can continue to improve.
We’re genuinely grateful to everyone who took the time to complete the survey. The feedback was thoughtful, detailed and incredibly valuable.
This survey was completed by a broad mix of patients across different age groups, visit frequencies and health backgrounds. Overall, the results showed very strong levels of patient satisfaction, particularly in the areas of communication, continuity of care and trust in our clinicians.
At the same time, patients also gave us useful insight into areas where operational pressures are still being felt, particularly around appointment access and waiting times.
Overall results
Across the survey:
Patients rated interpersonal care and communication very highly
Most respondents described feeling listened to and respected
Continuity of care was repeatedly identified as a major strength
Patients valued being able to see the same GP consistently
Reception and nursing staff were frequently described as friendly and professional
Operational challenges such as appointment access and delays during busy periods were the most common areas identified for improvement
The strongest performing areas of the survey were:
Ability of clinicians to listen
Respect shown to patients
Confidence in clinicians
Time spent during consultations
Overall communication quality
The areas with the greatest opportunity for improvement were:
Appointment availability
Waiting times during busy periods
Phone access at peak times
Parking and accessibility around the practice
Access to urgent same-day appointments
What patients told us
Several key themes consistently appeared throughout the written comments.
Patients value continuity
One of the clearest messages from the survey was how much patients value having an ongoing relationship with a GP who knows them personally.
Many patients specifically commented that they appreciated:
Seeing the same GP over time
Not having to repeat their history every visit
Feeling known by the practice team
Longer and more thorough consultations
Feeling genuinely listened to
A number of patients also commented that they were happy to pay privately in exchange for continuity, quality and time.
Communication matters
Communication and interpersonal care were among the highest scoring parts of the survey.
Patients repeatedly described clinicians as:
Thorough
Empathetic
Calm
Clear in their explanations
Practical and honest
Willing to take concerns seriously
Many respondents specifically noted that they did not feel rushed during their consultations.
Operational pressures are still being felt
The survey also highlighted the reality that access pressures continue to affect general practice.
The most common operational frustrations identified by patients included:
Difficulty obtaining appointments during busy periods
Longer wait times on some days
Phone congestion during peak times
Limited parking nearby
Demand occasionally exceeding appointment availability
Importantly, many patients acknowledged these frustrations while still expressing strong overall satisfaction with the care they received.
This reflects the broader reality facing general practice across Australia, particularly continuity-based practices where demand for ongoing care is high.
Snapshot of our patient population
The survey responses reflected the broad mix of patients who attend Whitebridge Medical Centre.
This included:
Younger working adults
Families
Long-term continuity patients
Patients with chronic health conditions
Patients attending frequently for ongoing care
Patients attending occasionally for episodic care
Most respondents identified English as the primary language spoken at home, which is broadly reflective of our local patient population.
The survey also included responses from patients with a wide range of educational backgrounds and healthcare needs.
What we are doing well
Based on the survey results, patients consistently identified several areas where the practice is performing strongly.
These included:
Strong doctor-patient relationships
Patients strongly valued continuity, trust and relational care.
Communication and listening
Patients frequently reported feeling heard and respected.
Professionalism of staff
Reception, nursing and administrative staff were commonly praised for friendliness and professionalism.
Thorough consultations
Patients appreciated having time to discuss concerns properly.
Modern systems and organisation
Many respondents described the clinic as efficient, organised and easy to navigate.
What we are working to improve
Patient feedback is only useful if it leads to ongoing improvement.
Based on the survey findings, we are continuing to focus on:
Improving access
We recognise that appointment demand can exceed capacity during busy periods.
We continue to review:
Appointment allocation
GP availability
Telehealth options
Workflow efficiencies
Waitlist systems
Use of technology to improve communication and access
Reducing delays where possible
General practice is increasingly complex, and longer consultations are often necessary to provide safe and high-quality care.
That said, we understand delays can be frustrating and we continue to work on:
Managing workflow bottlenecks
Improving communication around delays
Creating more efficient patient flow
Reviewing appointment scheduling processes
Communication systems
We are continuing to refine phone systems, digital communication and online processes to improve patient experience during busy periods.
A note about modern general practice
The survey reinforced something we believe strongly.
Patients value relationship-based care.
While convenience and technology matter, many respondents clearly told us that what matters most is:
Being listened to
Feeling known
Having enough time during consultations
Seeing a GP who understands their history
Feeling respected and taken seriously
We remain committed to building a modern general practice that combines:
High-quality clinical care
Continuity and long-term relationships
Thoughtful use of technology
Strong communication
A genuinely human patient experience
Thank you
Thank you again to everyone who participated in the survey.
Your feedback directly helps shape how we improve the practice and continue building a service that reflects the needs of our local community.
We appreciate the trust patients place in Whitebridge Medical Centre and remain committed to providing thoughtful, relationship-based general practice for Newcastle and the surrounding community.