Patient Feedback
We are committed to providing you with better health outcomes and value and welcome any feedback in regards to the services.
As part of Accreditation we conduct patient surveys annually to ensure that the RACGP Standards for General Practice – Patient Feedback Indicators are met.
The practice encourages you to complete the patient feedback forms available via this link:
Your feedback will be reviewed by the Practice Manager and any issues or problems will be discussed with the Doctors at the meetings.
The Practice Manager will respond to you within the month.
If you have any concerns, suggestions or feedback, you can contact the Practice Manager Patrick Lam in writing either via email at reception@infinityhealth.au, or mailing your letter to:
To The Practice Manager
PO Box 2226
Mount Waverley Vic 3149
You are always welcome to express your feedback in person or via telephone on (03) 9084 7400.
For more serious concerns or complaints, it is essential that the Practice Manager receives a written record of your feedback.
A copy of our complaints form can be downloaded via this link:
InfinityHealthComplaintForm.pdf
If you are not satisfied with the outcome, then you may contact the Health Services Commissioner for further action.
Health Complaints Commissioner
Level 26, 570 Bourke Street,
Melbourne Victoria 3000
Ph: 1300 582 113
Email: hcc@hcc.vic.gov.au
Interpreter
If you need an interpreter, call us via TIS National on 131 450.
National Relay Service
If you are Deaf, hard of hearing or speech impaired, contact us via the National Relay Service
Patient Survey Results
Infinity Health would like to thank our patients who participated in the questionnaire we recently conducted in order to collect feedback during November and December 2024.
We have now completed our analysis of the feedback and would like to share some of the significant findings with you.
Overall, we found that:
• most of our patients are happy with the level of healthcare they receive at our practice
• most of our patients are happy with the communication skills of our clinicians
• most of our patients are happy with the continuity of care provided by our clinicians
We are very pleased to report that most patients rated the following aspects of our practice as ‘very good’ or ‘excellent’:
• The practice’s clinicians treated me with respect.
• The practice’s clinicians cared about me as a person.
• The practice’s clinicians involved me in decisions.
• The practice’s clinicians really listened to what I had to say
• The practice’s clinicians gave me options for specialists or other health providers I need to see
As a result of the feedback collected from our patients, we are planning to make some changes to improve the services and care we provide. We will give you more information about these changes when we have finished our planning so you can see how your feedback is helping us improve.
Please call us on 03 9084 7400 if you have any questions regarding the feedback. We look forward to continuing to provide you with quality healthcare.
Yours faithfully,
The GPs and staff members at Infinity Health