Staff go the extra mile to ensure a warm welcome and timely service

Communication is always clear and concise, free of medical and other jargon

Doctors and nurses take the time to listen to patients and their concerns

Children are welcomed and made to feel safe and at ease in the practice

Seniors are respected and feel confident in their care

LGBTQIA+ citizens are welcomed and treated without a shred of discrimination

Indigenous Australians are welcomed and treated with cultural sensitivity

Patients have a positive experience while in the practice, reflected in periodic patient surveys, online or written feedback or other informal input

Patients are in the majority (>90%) ‘highly satisfied’ with the quality of their care (measured through scheduled patient surveys done for accreditation)

The demographics of our registered patient population reflects expected diversity in terms of age distribution, medical conditions, and proportions of LGBTQIA+ and Indigenous patients

Staff feel valued and enjoy their work, measured through performance review processes and feedback from patients

Medical care is in accordance with best practice clinical guidelines

All doctors are recognised Fellows of the Royal Australian College of General Practitioners or Australian College of Rural or Remote Medicine, or are on the path to Fellowship as Registrar GPs

Staff go the extra mile to arrange and ensure follow-up where required

Medical records are maintained to a high standard that allows continuity of care

Outputs (such as GP Management Plans) are of a high standard to maintain safe and efficient care of patients here and other settings such as in hospital

We again pass the triennial Australian General Practice Accreditation Limited (AGPAL) cycle without a hitch

The RACGP, ACRRM and GP Synergy continue to choose us to train new Registrar doctors

Patients remain highly satisfied (>80%) with the quality of care, measured through the accreditation patient survey 

All clinical staff (doctors, nurses) maintain with no hindrance their professional registrations and endorsements

Patient confidentiality is top priority and discretion is always preserved

Patient time is valued as much as that of the doctors or other staff

Services are delivered in an efficient and timely manner, and patients are informed of any delays wherever possible - sometimes we run late due to unforeseen medical or other circumstances

We practice ethically and in accordance with factors such as equality, non-discrimination and preservation of human rights

Staff enjoy coming to work as part of a high-performing, friendly team

We have little-to-no complaints to management from patients or staff, and any negative feedback is responded to and acted upon if appropriate, within 1 week.  Further, these numbers are included in reporting

Appointments start on time as much as possible (>90% of the time), as measured by our Best Practice software

Patients are not kept waiting any more than they deem as appropriate, measured by the accreditation patient survey

Staff see themselves as part of a high-performing, friendly team, as captured through performance review processes

Our environmental footprint is minimised as much as possible through:

Use of efficient energy devices (appliances, lighting, heating and cooling) and modifications to reduce energy waste

All energy used is from sustainable and renewable energy sources

Output waste is minimised – inorganic items are recycled wherever possible

Non-medical organic waste is processed through worm farming and mulching

We maintain plants inside and out that purify the air we breathe

All biodegradable (non-medical) waste is processed through the in-house worm farm or other options (composting and chooks) provided by the Director

Recyclables are appropriately channelled to their re-use or recycling facilities

Our waste collection services can be further decreased in frequency and volume

Peace lilies and other plants thrive and improve internal air quality

We continue to green and beautify the practice through more plants and flowers inside and out

The health benefits of continuity of care are achieved as patients remain with the practice for the long term

All staff are encouraged to stay for the long term and extend their skills

We do not rest on our laurels nor take the ongoing patronage of patients for granted

Patients recognise our service as of high value and make us their practice of choice

Current patients see Watson as their preferred primary health service provider – measured by a majority ‘yes’ response rate in the accreditation patient survey

Clinical and non-clinical staff feel valued and want to continue working here, as discerned through performance feedback processes and staff retention

Practice services are in high demand from new patients and we continue to have at least 2 new patient inquiries per week