It’s been 3 years since we last conducted a patient satisfactory survey. When we last conducted the survey in 2023, the overwhelming negative feedback was the waiting time you guys have to wait beyond your appointment time. We endeavour since then to introduce measures so that Dr Khoo can run on time most of the time. Our books for new patients remain essentially closed so that Dr Khoo can spend more time with less patients.
Other measures introduced then include limiting the consults to only 2 issues to be discussed. If you have more than 2 problems, we suggested that patients make a longer consultation to allow time for the many items. However, it was difficult to police the restrictions and hence, sometimes patients have to wait because the last patient took “forever”. In your defence though, the practice of medicine has become more bureaucratic with paperwork and legal compliance taking a lot of our time. We have to endeavour to cover every angle and provide all sorts of information for something patients may deem “simple”. The medical litigation bandwagon is certainly running strong. That takes up at least 50% of our time during and after the consultations.
We would to thank all the patients who were kind enough to give us their honest opinion for the survey. In the 2026 survey, once again, some of you have raised the issue of waiting times. It remains an issue although the numbers appear to be fewer this time around. May be we are getting better? Maybe we are surveying only our favourite patients? We will continue to work on this area.
A few of you have commented on the lack of waiting room music which helps to drown out the voices of the doctor and patients in the consulting room. First, the music system broke down and we finally fixed it this week. We were also trying to avoid the copyright people roaming town to charge doctor’s surgery for playing music in the waiting room! We found some more copyright music which will be playing in the waiting room. The copyright issue is also at play why we can’t put on the TV in the waiting room. I will endeavour to record some health messages in the coming months to keep you entertained.
Other less favourable feedback (ones that rate “poor” or “fair”) include:
“Information about where to get medical care when clinic is closed” – this is listed on the practice hours notice board as you walk in as well as on our website here.
“the way electronic records were explained to you” – All your medical information is securely located at the practice server on site. The files are backed up off site every day. They are not in the “cloud” and hence, it is not accessible by anyone else apart from Dr Khoo. We do not trust the myhealthrecord because the check and balances on its privacy and confidentiality is questionable. Many likeminded doctors have similar views and we do not upload onto the myhealthrecord server. As my mobile contact is available whenever I am not a plane in the air, health professionals can make contact with me in the link above.
“give the right information to other health professionals” – Unfortunately, as much we try, it is impossible to ensure that we always have the most accurate information about your medications. Sometimes, medications are changed or ceased and we were not told. Sometimes, patient stop their medications on their own accord. We will try harder to make sure we always have the most up to date medication regimen on file to pass on to the next health professional. This is a major reason why we do not issue referral letters on the run. We suggest that when you need to see a specialist, come in to get a referral and we check all the medical information is correct.
“information on how to take medicine” and “information on side effects of any medicine”
Most of the time, the instructions are listed on the prescription. I will routinely discuss the instructions just in case your pharmacist writes “..as directed by your doctor”. I often will write down those instructions down on a piece of paper because when you are not well, your memory and attention may not be as good. Dr Khoo will endeavour to make sure instructions are written down at all times in addition to verbal advice. Dr Khoo will only mention the frequent and common potential side effects of the treatment and not everything possible under the sun.
“told where to get information from the internet”
Unfortunately, Dr Khoo is very particular about what is available on the internet. Apart from some disease support groups (e.g. Coeliac disease, Australian Familial Hypercholesterolaemia Society), correct information is difficult to source and Dr Khoo does not routinely recommend any specific site. Dr Khoo is happy to discuss your internet or google search when you come.
The full result of the 2026 survey is available here.