"Needs improvement"

I have found interacting with reception staff quite frustrating, particularly in Melborune house. I feel as though often, there will be simple solutions to a problem such as you may need a form printed and signed by your GP and they would not let me email in the form. Another issue I ran into, which was actually an issue with the practice manager and not the reception staff, was when I wanted to partake in a clinical trial and they would not sign a form to confirm that would confirm my medical conditions (or lack thereof) so that I could participate and the trial. They outright refused and it meant that I missed out on the opportunity. I feel as though they robbed me of my autonomy to participate. I also feel that things can take forever and I feel as though there needs to be communication between the surgeries as I get conflicting messages.

Lastly, I think the online accrux system where you can submit admin requests should be available 24/7 or at least for a longer period. Admin staff can deal with overnight requests in the morning. I think this would make the service more accessible for individuals that work.

I am not sure whether it is an issue with outdated policies and procedures that need reviewing or with the mindsets of the staff, either way, something needs to change.