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:

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!

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She now has appointments available at Blackburn Clinic as well as at Blackburn Specialist Centre.

On Mondays, Elise will consult at Blackburn Clinic, Suite 5. On Wednesday and Friday she will continue to consult at Blackburn Specialist Centre.

If booking via the website, she’ll be listed twice.

If booking via the AMS Connect app you need to select Location ‘Blackburn Clinic’ for Monday appointments, and ‘Blackburn Specialist Centre’ for Wednesday or Friday appointments.

In order to maximise availability of GPs, more room changes are coming for several other GPs…. So follow our Facebook or Instagram pages to keep up to date.

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After over 26 years working as a GP at Blackburn Clinic, Dr Janice Kreltszheim has made the decision to retire.

A note from Janice to her patients:

“This has not been easy, as I love so many aspects of my work, especially the patients that I have been privileged to meet and care for.  However, grandparenthood, downsizing and caring for my own elderly relatives, as well as some travel and volunteer work at our local church and the charity Wise Choices for Life in Africa, are now calling for my time and attention.  Many of my regular patients will want to know, “Which GP should I see now?”, and I’d encourage you to make an appointment with me to discuss this and to tie up any loose ends.

My last day at Blackburn Clinic will be Thursday 16^th April.  (I have a grandchild due just a few days after that!).  I wish you all very well!

Dr. Janice Kreltszheim”

I’m sure many of her patients will join us in wishing Dr. Janice Kreltszheim a very long, healthy, happy and fulfilling retirement.

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Book online or via the AMS Connect app (by selecting Location ‘Blackburn Clinic’ and then selecting ‘Flu Vaccine’), or phone the clinic.

The GP will check your eligibility and offer a Covid booster at this visit if appropriate.

Check your eligibility for a free Flu vaccine here. Private vaccines cost $20.

Children with needle aversion

A nasal spray flu vaccine for children aged 2 to 17 years is available by private prescription. Book a Flu Vaccine appointment to find out whether this is suitable.

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This new Care Plan is all about comprehensive, ongoing support for people living with chronic health conditions. The goal is to provide structured, long-term care that helps maximise your health outcomes and keeps your care consistent and well-coordinated.

What does this mean for you?

• You can see your regular GP as often as every 3 months specifically to review and manage your chronic condition
• These care-plan review visits are bulk billed, so there’s no cost to you
• Your GP can take the time to monitor progress, adjust treatment, and support your long-term health goals

Click here for further information.

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There were 28 areas assessed by the survey and the results were so positive that it was difficult to choose areas that we should target for improvement. We were excited to learn that the patient feedback from our previous accreditations (in 2016 and 2019) shows that we have consistently improved in all 28 areas over those seven years!

When compared with other metropolitan clinics of similar size we scored in the upper and middle quartiles for everything. In order to select the three areas with the greatest room for improvement, we have compared against ALL participating practices (regardless of size and location):

Seeing the doctor of choice

We scored 71 compared to the benchmark median score of 81 (out of 100)

We understand the frustration with not being able to see your doctor of choice every time. The next best option is for you to choose a “back-up doctor” from the quality group of GPs who consult from Blackburn Clinic, Blackburn Specialist Centre and the Carson Suite.  That way you can get to know a second doctor, so that when your first choice isn’t available you can still see someone familiar.

Not all GPs can work full-time. As independent medical practitioners they need to balance their time, commitments and health like everyone else. As you may appreciate, GPs have a high intensity job and need to ensure that they remain at the top of their game in order to treat patients safely and effectively. Therefore, your GP will not be available every week of the year. One advantage for Carson Suite patients is that they have access to a pool of 24 GPs across the three sites, meaning that they can still access care even when their preferred GP is not available.

Although we understand the frustration of having to choose between waiting for an appointment with your GP, or taking an earlier appointment with another GP that you don’t know, this is a situation that is unfortunately unlikely to change. Some things that you can do to manage such situations include:

• Speak up – ask questions about your condition, the treatment options, why the GP is recommending one option more than other options.
• Ask for an information flyer about your condition if you want more detail. This is always better than relying on “Dr Google” because the GP will use reliable sources for the information.
• Ask the GP to read the notes that your usual GP wrote at a previous visit if you are struggling to explain your situation.
• The 5 questions recommended by ‘Choosing Wisely Australia’ are:
  1. Do I really need this test, treatment or procedure?
  2. What are the risks?
  3. Are there simpler, safer options?
  4. What would happen if I don’t do anything about it?
  5. What are the costs likely to be?

Information on fees

We scored 77 compared to the benchmark median score of 83 (out of 100)

This criteria was identified for improvement by a patient feedback survey at Blackburn Specialist Centre in May 2023, and since then we have expanded the amount of information on our websites regarding fees (there is a page on each website labelled FEES).  We have also increased the amount of information on the waiting room TVs about fees. Your feedback shows we need to do even more.

“There are nearly 6,000 MBS item numbers. GPs can charge for one or more MBS items for a patient service.” (Source: https://theconversation.com/medicare-billing-is-a-problem-but-our-research-found-many-more-gps-undercharge-203561). As costs differ for different item numbers, and reception cannot predict which item numbers will be billed, this means there are many possibilities when it comes to the cost of a visit.

We empathise with patients and understand that uncertainty around fees can be stressful. Patients are encouraged to discuss any financial difficulties with their GP.

We will investigate adding an insert page to our Patient Information Brochure, with more examples of commonly billed item numbers and associated fees. We can also increase the number of examples on the FEES page of our websites. The GPs who consult from Blackburn Clinic Carson Suite are independent medical practitioners, with full discretion over their own billing. To maximise consistency, we have a Standard Gap during Mon-Fri (8am-6pm) for most ‘consultation’ items of $60.60, and a Concession Gap that is roughly half the Standard Gap.

Opportunity for making complaints

We scored 76 compared to the benchmark median score of 81 (out of 100)

We encourage feedback and view it as an opportunity for improvement. We have a permanent “Feedback/Suggestions” box fixed to the wall of the waiting room at Blackburn Clinic, with forms available under that box. Alternately, you can:

• write to the Practice Manager (PO Box 42, Blackburn South VIC 3130, or
• email admin@blackburnclinic.com.au and your feedback/complaint will be passed on to the most appropriate team members for response.

If you need to take the matter further, you may contact the Health Complaints Commissioner, Level 26, 570 Bourke St, Melbourne 3000. Phone: 1800 582 113.

We thank the patients who completed surveys for Blackburn Clinic and are overjoyed that the vast majority of feedback showed that our efforts to provide professional and caring service are being recognised.

Our mission: Providing exceptional healthcare to our community.

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We are proud of the whole team for their activities (many preferred to Walk rather than grow facial hair!) and fundraising. There is still time to support Movember, who do great work for Men’s mental health and suicide prevention, prostate and testicular cancer.

Here’s the link to our team page:

https://au.movember.com/team/2299231

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