We’ve Listened to Your Feedback
At Blackbutt Clinical Centre, we are committed to continuously improving the care and service we provide to our patients. Recently, we conducted a patient experience survey to better understand what we are doing well and where we can improve. We would like to thank everyone who took the time to share their feedback. Below is a summary of what you told us and the steps we have taken—or are continuing to take—in response.
What We Heard & What We’re Doing
1. Appointment Timing & Waiting Times
Your feedback: Some patients reported concerns about waiting times or delays.
What we’re doing:
- Our reception team will continue to keep patients informed if a doctor is running behind schedule
- If delays are longer than expected, patients are welcome to:
- Step out (e.g. to a nearby café)
- Request a call or update when the doctor is ready
- We are continuing to review appointment scheduling and time allocation to improve overall flow
We acknowledge that in a medical setting, delays can sometimes occur when patients require additional time or care.
2. Fees & Billing Transparency
Your feedback: Some patients raised concerns about understanding fees and unexpected costs.
What we’re doing:
- We continue to clearly display our fees on our website and within the practice
- Our reception team will continue to inform patients of costs where possible
- We are reinforcing with our doctors the importance of clear communication around fees, particularly when:
- An appointment runs longer than planned
- A different or additional service is required
What you can do: We encourage patients to ask questions about costs at any time. Our doctors and staff are always happy to discuss this with you.
3. Privacy at Reception
Your feedback: Some patients expressed concerns about privacy when providing personal information at reception.
What we’re doing:
- Ensuring staff remain mindful of patient confidentiality and discretion
- Providing alternative options where possible, including:
- Using our self check-in kiosk
- Presenting identification rather than verbally stating details
- Filling out your information on a slip
We are also reviewing additional options to further support patient privacy while maintaining safe and accurate identification processes.
4. Access to Appointments
Your feedback: Some patients reported difficulty accessing timely appointments.
What we’re doing:
- Maintaining and monitoring same-day appointment availability
- Reviewing appointment mix and availability across our doctors
- Increasing phone coverage during busy periods to improve responsiveness
- Exploring future improvements, including new technologies to support booking access
We continue to monitor demand closely to ensure we are providing appropriate access to care.
5. Communication & Patient Experience
Your feedback: Patients value clear communication and being kept informed.
What we’re doing:
- Continuing to support staff training in patient communication and service delivery
- Encouraging open discussions between patients and clinicians regarding:
- Treatment options
- Appointment needs
- Costs and expectations
Our Commitment
We are committed to:
- Listening to our patients
- Being transparent in how we operate
- Making practical, meaningful improvements
Your feedback plays an important role in helping us improve our services and ensure we continue to provide high-quality care to our community.
Have More Feedback?
We welcome ongoing feedback at any time. If you would like to share your experience or suggestions, please speak with our team or contact us directly.
Important News
Important Notice – Fee Changes Effective 1 July
From 1 July, Blackbutt Clinical Centre will be increasing our fees by 5%. On the same date, the Medicare rebate will increase by 2.6%.
We’ve Listened to Your Feedback
Recently, we conducted a patient experience survey to better understand what we are doing well and where we can improve. We would like to thank everyone who took the time to share their feedback.
Welcoming Dr Andrew French to Blackbutt Doctors
Blackbutt Clinical Centre is pleased to welcome Dr Andrew French to our growing team of dedicated general practitioners.
Important Centre Update – Bulk Billing
From 1 November, you may encounter media coverage suggesting that general practices are “returning to bulk billing.” We wish to be transparent—this change does not apply to our clinic.
Changes to Mental Health Appointments Under Medicare
Medicare is introducing updates to the Better Access mental health program to help improve continuity of care and support ongoing patient wellbeing.
Breast Screening and Breast Density
Understanding Breast Density: What You Need to Know
AI transcription for note-taking during consultations.
Starting Monday, August 5th, our general practice will implement AI transcription for note-taking during consultations.
Infectious Symptoms Clinic Ceasing
From Monday the 20th of March 2023 there will be a different way to manage clinic appointments.
Blackbutt Clinical Centre win PHN’s ‘Supporting Patients Through Technology’ Award
Blackbutt were awarded for ” Supporting Patients Through Technology” last night at the Primary Health Networks’ Primary Care Quality and Innovation Awards 2021.
Changes to Billing for TeleHealth Appointments
Important patient information regarding changes in billing for TeleHealth appointments.
Being connected to your health has never been easier!
At Blackbutt Doctors, we are incorporating technology to make communication about your health as easy and convenient as possible.
Sleep and Insomnia
Sleep disorders are a very common reason for presentation to the GP. Sleep is so important to your physical and mental health so it’s crucial that if you are consistently having trouble sleeping that you discuss this with your GP.
Frequently Asked Questions about the Flu Vaccination
With flu season on the horizon it’s important to get educated about how to best minimise your chance of contracting and spreading the flu, and vaccination is the best way to do this!
Are you using a Proton Pump Inhibitor?
Proton pump inhibitors (you might know them by the names of Somac or Nexium), are among the most commonly prescribed medications in the Australian community.
Cervical Screening has changed
As many of you will already be aware, from December 2017 Australia changed the program for screening for cervical cancer.
Why it’s important to identify as an Aboriginal or Torres Strait Islander patient
Identifying Aboriginal and Torres Strait Islander patients is important because it makes a difference to clinical care.
Do you need a skin lesion looked at or removed?
Which ever doctor you choose here at Blackbutt, they will be very happy to give you thorough skin check.
Do you need an IUD inserted and/or removed?
IUD’s are safe, cheap and effective contraception, and work well to control heavy periods.
Quit Smoking – Preparation is the key!
The more prepared and motivated you are, the more likely you are to succeed in quitting. Developing a quit plan can help. The benefits that you have to gain as a non-smoker outweigh the short-term difficulties of quitting.
Dealing with Depression and Anxiety
Talking to your GP about a change in your mental health is a very good place to start to get you on the road to recovery. GPs care for many people who are feeling low or distressed. They can help you find a way back to a better frame of mind.
Dealing with the Flu
Influenza is caused by a virus. Most people recover after a few days, but in some it can be life-threatening. To avoid influenza, have an annual influenza vaccination. If you have influenza, cover your coughs and sneezes, wash your hands before touching others, and stay at home.