Embracing patient feedback at AAPM 2024

The 2024 AAPM National Conference in Darwin was a fantastic opportunity to connect with healthcare professionals and highlight the crucial role of patient feedback in driving quality improvement and positive patient outcomes. Situated alongside AGPAL and QIP—proud conference award sponsors and fellow members of the AGPAL Group of Companies—we were thrilled to showcase a collaborative approach to accreditation, quality improvement, and patient feedback support services.

CFEP Surveys Operations Manager, Natasha Ventura, engaged attendees in insightful discussions about the benefits of our Practice Accreditation Survey and Practice Accreditation Survey Plus tools for patient feedback. Natasha highlighted how these tailored survey solutions empower practices to transform patient insights into actionable improvements that strengthen service quality, support accreditation, and enhance clinician development.

The Practice Accreditation Survey is designed to help practices meet the patient feedback requirements within the RACGP Standards for general practices (5th edition) for accreditation, with a strong focus on enhancing  the standard of care. Practice Accreditation Survey Plus includes all the features of Practice Accreditation Survey but goes a step further by providing individual clinician feedback, enabling practice owners and managers to support their doctors’ professional development. This individual clinician feedback helps doctors meet their CPD requirements under the Medical Board of Australia, making it a valuable tool for practices to meet accreditation requirements and professional growth. Many attendees expressed keen interest in how these tools can elevate patient satisfaction, support clinician development, and inform ongoing improvements in practice.

A conference highlight was the engaging session Improving Healthcare: The Power of Patient Feedback, delivered by AGPAL Group CEO Dr Tina Janamian, alongside Jan Chaffey from Camp Hill Healthcare and Gary Smith AM from Tindale Medical Hub. Dr Janamian discussed how patient feedback serves as a cornerstone of quality improvement, guiding practices in meeting patient needs, building trust, and embedding patient-centred care into everyday workflows. Jan Chaffey shared her practical experience with the Practice Accreditation Survey, detailing how it has helped her practice enhance patient engagement and satisfaction. Gary Smith AM spoke about the benefits of Active Insights, explaining how it provides his practice with real-time feedback that drives continuous improvement and delivers actionable insights to elevate patient outcomes and communication.

Together, Tina, Jan, and Gary underscored the value of patient feedback in creating meaningful improvements, supporting clinician development, and enhancing overall patient experience.

As part of our commitment to fostering a culture of excellence in practice experience, we held a competition inviting attendees to share their top tip for improving practice experience. We extend our congratulations to Mishelle Vranesic from Ranges Medical, whose suggestion—“Communication, education, transparency, and exceptional service”—was randomly chosen as the winning entry. Mishelle was awarded a $300 gift voucher in recognition of her thoughtful contribution, which reflects key values that drive positive patient and team outcomes.

Throughout the conference, we enjoyed the chance to work alongside AGPAL and QIP, presenting a united front in healthcare support services and demonstrating the strength of the AGPAL Group of Companies in advancing quality care and patient-centred practice.

Thank you to everyone who visited our booth, joined our sessions, and shared in conversations about patient feedback with us. Your engagement made the event truly impactful, and we’re already excited to connect again at next year’s AAPM National Conference in Melbourne!