• Takanini Care A & M Clinic

    Ph: 09 299-7670

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  • Takanini Family Health Care

    Ph: 09 280-6202

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  • Counties Care A & M Clinic

    Ph: 09 2999-380

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  • Counties Family Health Care

    Ph: 09 2999-384

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  • Specialist Services

    Please click here to see the list of specialist services

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Counties Medical Family Health Clinics

Adult and Child Medical Care

Your GP’s surgery is far more than a place to go when you are feeling unwell and needing a quick cure. The doctor who sees you has gone through an extensive medical training to equip her or him to help children and adults of all ages with a range of physical and emotional difficulties. GPs are at the center of the healthcare hub and will be aware of services and expertise that are available locally and further-a-field.
NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Cervical Smears

Research indicates that all sexually active females between the ages of 20 and 70 should have a cervical smear test. A year after the first smear women should have another and thereafter every three years. This test detects abnormal cells which, if left untreated, could become cervical cancer. Very often these cells are made abnormal by a human papillomavirus (HPV) which is passed on by men during intercourse. Regular tests and treatment reduces the likelihood of this sort of cancer by around 90%.
NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

ECG

An ECG is a recording of your heart’s electrical activity. Electrode patches are attached to your skin to measure the electrical impulses given off by your heart. The result is a trace that can be read by a doctor. It can give information of previous heart attacks or problems with the heart rhythm.
NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Immunisations

Immunisations are provided at all primary care practices and are one of the most important services they provide. Immunisation has led to the decline of many lethal diseases including, most recently, meningococcal B meningitis.
Babies are routinely immunised for tetanus, polio, whooping cough, diphtheria, hepatitis B and haemophilus influenza type B, which are now combined in one injection. Immunisation for measles, mumps and rubella are also provided in one injection. Injections are normally done by specially qualified nurses or doctors, having ensured beforehand that the child is not ill or suffering from allergies. Each child has his or her own document to keep a record of these injections. Under the age of 5 this is usually their Well Child book.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Lab Results

Sometimes your doctor needs to take a sample of blood or urine either to discover what is wrong with you or to measure something in your blood so that the right medication is given to you. These tests could be anything from blood sugar to a full blood count or a sample of tissue to test for cancer.
While urine can generally be tested in the surgery, blood and other specimens are usually sent away for testing at a laboratory. Most results come back within 48 hours unless a very rare test is needed which has to go to a specialist lab further away when it might take a little longer.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Liquid Nitrogen

Liquid nitrogen is a fast, effective treatment provided in many practices to treat viral warts, sun damaged skin, skin tags and many benign cosmetic lesions. It comes in a container with a nozzle and is usually applied by swab or spray. Often one treatment is all that is needed but sometimes it may need repeating after two weeks.

You will need to see your family doctor first prior to this treatment. Please contact Counties Family Health Care for costs and availability.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Minor Accident Care

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Minor Surgery

Minor surgery is commonly provided in primary care practices, providing fast, competent removal and biopsies of skin lesions. Other services include cosmetic work such as removal of benign moles and skin tags. Ingrown toenail surgery is also commonly provided.
These conditions do not need to be referred to a hospital, perhaps saving you a long wait or a cancelled appointment when a more serious case takes priority.
If your doctor is unable to provide the procedure you need, he/she may know a neighbouring GP who does. Otherwise, the PHO will have a list of GPs trained in particular operations.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Patient Feedback Survey

PATIENT FEEDBACK SURVEY COUNTIES FAMILY HEALTH CARE

SEPTEMBER 2014

Table of Contents

Background and Objectives

Methodology

Executive Summary

Main Findings
Section 1 – Access to the Practice
1. How often had respondents visit the practice in the last 12 months
2. Patient evaluation of phone and face to face access
3. How convenient are the practices opening hours
4. What other time of day would suit patients to attend appointments
5. Ease of obtaining a non urgent appointment
6. Ease of obtaining an urgent appointment
Section 2 – Comfort
7. Comfort of the waiting room
8. Length of waiting time
9. Rating of waiting time
Section 3 – Interation with Staff
10. Patients informed of delays
11. Friendliness and Courtesy of staff
Section 4 – The Consultation
12. Who patients visited
13. Evaluation of consultation
14. Patient understanding of condition and treatment
15. Patient evaluation of value for money
Section 5 – Additional survey comments
16. Other patient feedback

Appendix A – survey questionnaire 11

Background and Objectives
Customer feedback is an important part of any business and is particularly important where the business is involved in supplying products and services to its customers. The results of customer feedback surveys are generally very helpful in assisting with future planning.

The main objective of this survey was to assess the performance of Counties Family Health Clinic (CFHC) in a number of key areas. These were: Access to the Practice, Comfort, Interaction with Staff and the Consultation.

Survey respondents were also encouraged to give feedback on other areas not specifically covered by the survey. A full list of respondent’s comments is included.

Methodology
The CFHC patient feedback survey took place on 18th September. All patients seen by the clinic on that day were surveyed. 43 patients out of 45 chose to complete the survey.
A copy of the survey form is included at Appendix A.

A 96% return was achieved, and whilst it is important to bear in mind that this survey reflects only the views of those who responded, in general the results were very consistent.

Executive Summary
This report summarises the findings of a survey concerning the performance of Counties Family Health Clinic in key areas. In general the results of this survey are very good and show that patients are generally happy with the service they receive from us.

Areas where Counties Family Health Care is performing well

High ratings were received in the majority of survey questions. 50% of respondents rated the friendliness & courtesy of staff as good or very good with a further 45% rating it as excellent.

Patients clearly feel they are involved, listened too and treated well during their consultation, with a high percentage leaving with a much better understanding of their condition and the treatment required than before the consultation.

95% of patients rating their consultation as good, very good or excellent in terms of Value for Money.

Areas where performance could improve

In this survey there are two main areas where customers felt that we could improve.

Firstly waiting time is an issue for some patients – with 14% of respondents rating the waiting time as poor. 16% of patients also felt that they were rarely or never kept informed about delays.

Secondly, 19% of respondents felt that when they needed to see a GP urgently they couldn’t get an appointment on the same day. This is an issue that needs to be addressed.

A further area for consideration is extending the hours to include some evening sessions.

Priorities for future planning

The issues of both waiting times and not being able to see a GP urgently, need to be addressed. There are a number of options that can be trialled to improve both of these areas, including text updates to patients prior to their appointment, and holding back more appointments/shorter appointments for urgent cases. These issues will be discussed and reviewed in staff planning sessions.

Main Findings
This report summarises the findings of the survey over the key focus areas. A response rate of 95% was achieved.

Section 1 – Access to the Practice
Q1. How often have you visited the practice in the last 12 months?
The respondents were asked to give feedback on how often they have visited the practice in the past 12 months. 45% of patients had visited 3 times or less, and 55% 4 or more times. Over 21% of respondents had visited over 6 times in the past 12 months.

Q2. Patients were asked to evaluate the following: – Do we answer the phone promptly; are you able to talk with a Nurse/Doctor; and, Can you get an appointment with your preferred GP?

• Over 92% of respondents felt that the phone is usually or always answered promptly.
• 68% of respondents felt that they were able to talk with a Nurse or Doctor if they needed to.
• 72% of respondents were able to get an appointment with their preferred provider.

Q3. How convenient are the practices opening hours?

Over 90% of respondents felt that the practices opening hours were good or very good, with 0 poor responses.

Q4. What other time of day would suit you to attend appointments?

Over 90% of respondents felt that our opening hours were good. They were then asked to indicate which other times of day would be suitable if we were to extend our hours.
• Over 31% of respondents were happy with the existing opening hours.
• 43% indicated they would like to be seen in the evening.
• 12% indicated they would like to be seen during lunchtime.
• 7% each indicated they would prefer early morning or weekend appointments.

Q5. If you need to be seen routinely, how soon can you get an appointment?

• 42% indicated they can usually get an appointment the same day, or the next working day.
• 28% indicated they can usually get an appointment within two working days.
• 12% indicated it takes 3-4 working days to get an appointment.
• 16% indicated they can usually get an appointment when they request it.

Q6. If you need to see a GP urgently – can you get an appointment on the same day?

• 19% of respondents indicated they couldn’t get an appointment on the same day.
• 35% of respondents indicated they could get appointments on the same day.
• 45% of respondents stated they didn’t know.

Section 2 – Comfort

In this section respondents were asked to give feedback on the comfort of the surroundings and the waiting time.

Q7. How would you rate the comfort of the waiting room?
44% of respondents rated the waiting room as comfortable while the other 56% rated it as adequate.

Q8. How long do you usually have to wait to be seen?

66% or respondents indicated they were usually seen within 15 mins. 17 % indicated a usual wait time of up to 20 mins, and 14% indicated it often took up to 30 mins.

Q9. How do you rate the waiting time?

Patients were asked to rate the waiting time. 66% or respondents indicated they were usually seen within 15 mins. 17% indicated a usual

• 56% rated the waiting time as good or very good.
• 14% rate the waiting time as poor.

Section 3 – Interaction with Staff

In this section respondents were asked to give feedback on their interaction with staff.

Q10. Do the reception staff keep you informed about delays?

• 47% of respondents felt they were usually or always kept informed of delays.
• 16% of respondents felt they were rarely or never kept informed of delays.

Q11. How would you rate the friendliness and courtesy of our staff?

Respondents were asked to rate the courtesy of all staff with very good results.

• 95% rated the friendliness and courtesy of reception staff as good or very good including 51% who rated it as excellent.
• 97% rated the friendliness and courtesy of medical staff as good or very good including 45% who rated it as excellent. 2% rated staff as poor.

Section 4 – The Consultation
In this section respondents were asked to give feedback on their consultation.

Q12. Who did you visit today?

92% of respondents indicated they visited the Doctor, whilst 8% indicated they visited the nurse. The following questions relate to the patients time spent with the professional they visited.

Q13. For your consultation please evaluate the following; The amount of time spent with you; How well you were listened too; how well you were put at ease; How well you were communicated with, and; How involved were you with the treatment plan?

The results of this feedback were very good with no poor responses being recorded, and a high percentage of Excellent scores in all categories. Patients feel they are involved, listened to and treated well during their consultations. The results of the feedback are shown in this chart:

Q14. About your consultation do you understand your illness and are you able to cope with the problem more than before or the same or less as before?

Patients clearly feel that they have a greater understanding about their illness and are better able to cope with the problem than before.

Q15. How would you rate your consultation in terms of Value for Money?

The responses show that clearly respondents believe their visit was value for money with over 95% giving a rating of good, very good or excellent, and a zero Poor return.

Additional Comments
The following comments were made as part of the survey responses and are included verbatim.
Q16. Is there anything else you would like to add?
1 Less waiting please
2 Dr Janet rocks – lovely nature, friendly, informative would enjoy seeing her again
3 Awesome
4 In the past I’ve had quite a few visits for the same issue only to discover online (google) myself what was the cause of the issue – ie sensitivity to light brought on by heart meds, resulting in rash type bumps on arms & legs. It took my time & money to be wrongly diagnosed at least 4 or so times out of around 6 visits including urgent doctor due to creams (prescription) reacting badly.
5 Always friendly & helpful
6 The biggest issue is always the wait time – normally anywhere from 25-40 mins. Do you feel this is acceptable? If appointments are that late/behind should this not be proactively communicated before the patient races to be on time?? Common courtesy/common sense!!
7 Fantastic Dr & Nurse – very knowledgeable
8 Extended hours would be good
9 Service experience today is a marked improvement to previous experience
10 I have been coming to the clinic for many years. They have looked after me well and I have especially found Dr Abernethy to be excellent
11 Great Overall Service
12 Understand more about procedure in applying for a renewal for driving licence
13 Friendly staff, doctors excellent Feel at ease at all times
14 All my visit me with my 2 young children. Same day appointments are very important. Usual consultations are 5-10 mins and yet we often wait much longer in waiting room. I’d really appreciate a system that could “express” these routine consultations – frequent flyers.
15 Keep up the good work
APPENDIX A – SURVEY QUESTIONNAIRE
Patient Satisfaction Survey
As a practice we are always trying to improve our service and delivery of health care to our patients. It would be appreciated if you would spend some time completing this questionnaire. Please .

Introduction
In the past twelve months how often have you visited the practice?
Once  Twice  Three
 Four  Five  Six  More than six times
Access to the Practice
Phone Access – is the phone answered promptly?
 Never  Sometimes  Usually  Always
Are you able to speak with a nurse or doctor if required?
 Never  Sometimes  Usually  Always
Availability – How convenient do you find the hours that the practice is open?
 Poor  Fair  Good  Very Good
What other time of the day would suit you to attend appointments?
 Early morning  Lunchtime  Evening
 Weekends  Satisfied with hours
When you need to be seen routinely can you get an appointment?
 Same day  Next working day  Within 2 working days
 3–4 working days  5 or more working days  As requested
Do you get an appointment with your preferred provider?
 Never  Sometimes  Usually  Always
If you need to see a GP urgently can you be seen on the same day?
 Yes  No  Don’t know
Comfort
How would you rate the comfort of the waiting room?
 Uncomfortable  Adequate  Comfortable
How long do you usually have to wait to be seen?
 Less than 5 minutes  6-10 minutes  11- 15 minutes
 16- 20 minutes  21 – 30 minutes  more than 30 minutes
How do you rate this?
 Poor  Fair  Good  Very Good
Do the reception staff keep you informed if there is a delay with your scheduled appointment?
 Don’t know/ N/A  Rarely/never  Sometimes  Usually  Always

Staff
How would you rate the receptionists who helped you today?
 Poor  Average  Good  Very Good  Excellent
Friendliness and courtesy shown to you by the staff?
 Poor  Average  Good  Very Good  Excellent
For your consultation today
Did you see?
 Doctor  Nurse
How would your rate the amount of time spent with you?
 Poor  Fair  Good  Very Good  Excellent
How well were you listened too?
 Poor  Fair  Good  Very Good  Excellent
Rate how the doctor/nurse put you at ease?
 Poor  Fair  Good  Very Good  Excellent
How would you rate the way the doctor/nurse communicated with you?
 Poor  Fair  Good  Very Good  Excellent
How would you rate your involvement with the proposed treatment plan?
 Poor  Fair  Good  Very Good  Excellent
After your consultation
Do you feel you understand your illness?
 More than before the consultation  Same or less than before consultation
Are you able to cope with your problem?
 More than before the consultation  Same or less than before consultation
Do you consider your consultation was value for money?
 Poor  Fair  Good  Very Good  Excellent

Anything else you would like to add?

Thank you for taking the time to complete this questionnaire. If you wish your survey to remain anonymous please place it in the ‘Suggestions and Survey” box at the reception desk.

Repeat Prescriptions

Repeat prescriptions may be available for registered patients, at the discretion of your doctor. A fee is applicable.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Spirometry

Spirometry is a tool that measures how effectively your lungs are working. It is able to show how much air lungs are able to hold (their volume) and how much air can be breathed in and out (inhaled and exhaled) which is called flow. This tool is used to assess damage caused by conditions like COPD (chronic obstructive pulmonary disease – a group that includes bronchitis and emphysema), pulmonary fibrosis, cystic fibrosis and asthma. Results are shown on a graph called a pneumotachograph.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.

Travel Advice / Immunisations

We can give advice and immunisations before you go to another country. While you are likely to have the immunisations needed to live in New Zealand, there may be other injections you need to protect yourself before going to another country.

Your doctor will be able to tell you what diseases you will need to be protected from in any named country.

Please phone either Takanini or Counties Family Health Care for a doctors appointment to discuss your options.

Costs will vary depending on your vaccination requirements.

NOTE: This information has been provided by www.healthpoint.co.nz helping people better understand and use New Zealand health services.