Thank you to the 152 patients who provided feedback in May 2026 about their experiences at Blackburn Specialist Centre.
With 98% of respondents rating the practice as Good, Very Good or Excellent, we feel we are doing most things well but we always look for improvements.
Of the 28 Questions in the survey, 24 questions showed improvement or were stable over time and 4 questions showed a marginal decline. The table below shows that of the six Core Domain areas, five improved over time:
| Domain | 2023 | 2026 | Change |
| Access & Availability: | 80 | 82 | +2 |
| Provision of Information: | 81 | 82 | +1 |
| Privacy & Confidentiality: | 85 | 86 | +1 |
| Continuity of Care: | 84 | 82 | -2 |
| Communication Skills: | 92 | 92 | +1 |
| Interpersonal Skills: | 94 | 95 | +1 |
We sit in the Upper Quartile (the highest 25% of all survey mean scores) for most of the Core General Practice Domains when benchmarked against 658 other Australian practices of similar size. For the Domains of ‘Provision of Information’ and ‘Continuity of Care’ we sit in the Median Quartile when benchmarked, so that’s were we intend to focus!
We’d like to do better regarding Continuity of Care (which means your ability to see the doctor of your choice). We also intend to improve communication with you about delays while you are waiting and regarding your knowledge about After-hours service options.
Continuity of Care
We plan to focus on patient education about the value (in terms of health outcomes) of seeing the same GP over time so that patients who book their own appointments online or in the app have more reason to choose continuity of care. We will also educate reception staff about the benefits and importance of re-booking patients with the same GP where possible.
Provision of Information
To improve patient knowledge of the After Hours Service and Home Visits, we will increase signage on waiting room TVS, information on our website and social media.
When we are closed phone the clinic and your call will automatically divert to the Blackburn Clinic After Hours Service or to the Hello Home Doctor service depending on the time of your call. So easy!
Home visits are offered by the GPs for their patients in the local area. As provision of home visits is time consuming and it takes the GP away from providing consultations to other patients, they are only provided where strictly necessary and will always be charged at the full fee. Patients should phone and speak with a nurse if needing a home visit.
We recognise that waiting times once you arrive can be frustrating – we will look for ways to proactively communicate delays to patients, as well as recommend extra catch-up time slots for GPs who regularly run behind schedule (note – independent GPs each choose their own appointment book set up).
We’ll continue to focus on making information about Fees available. As the GPs are independent medical practitioners they set their own fees. The GPs page of this website outlines some of the most common services as well as any bespoke service types that each GP offers, as well as examples of their associated fees.
Have a look at the News Pages of Blackburn Clinic and Blackburn Clinic Carson Suite to find out what their Patient Surveys revealed!
