Dial-A-Doctor Improvement Initiatives – You spoke, we listened!

We would like to thank all of our patients who took the time to complete our Patient Feedback Survey. To show our commitment to our continuous improvement, we would like to share some of our improvement initiatives being implemented to improve our service to you.

Improving Call Wait Times

To reduce your wait time, we have ensured additional staff are waiting to take your call during peak timings.

Arrival Updates

With our new Patient management System, our Doctors Assistants can easily keep you up to date on their expected arrival time.

Interpersonal Skills of Staff

We are proud to acknowledge that we scored around 85% in the Good or above rating for the interpersonal skills of our staff, however, we also acknowledge that you, our patients deserve 100%. With this in mind, we will be ensuring customer service refresher training for everyone.

The Role of an Approved Afterhours Medical Deputising Service (AMDS)

It became clear from many of the survey comments that our patients are not fully aware of the role of an AMDS and it is our intent to improve our website to better inform our patients, so we can meet expectations.

As an AMDS, we are bound by Department of Health (DoH) guidelines and can only operate within the defined afterhours period and are only permitted to open our phone lines to take bookings within those times. The defined afterhours period as set out by DoH is as follows:

Monday - Friday 18:00 - 08:00

Saturday from 12:00 (noon)

All day Sundays and Public Holidays

How is Dial-A-Doctor different to your regular GP?

Your GP can provide a wide range of services, that as an AMDS we are not permitted to provide. This is why you are asked specific questions at the time of booking to ensure your symptoms meet the strict guidelines we must abide by. We can provide care to matters considered urgent and that cannot wait until your regular GP is open, but for matters considered routine or non urgent we must refer you back to your GP.

Management of Chronic Disease

Examples that would be considered inappropriate include:

blood pressure or blood glucose monitoring

discussion of test results

repeat prescriptions

medication reviews

GP management plans

chronic disease management plans

mental halth care plans

specialist referrals

routine referrals to other health professionals, or pathology and imagine tests

Procedures that require resuscitation facilities

Examples that would be considered inappropriate include:


Surgical procedures such as joint injections, skin cancer surgery

Procedures that may need a chaperone, good illumination or specific equipment

Providing Feedback to Dial-A-Doctor

Should you wish to provide further feedback or have any queries or concerns, please do not hesitate to contact us using any of the methods below:

Tel: 1300 030 030
Email: [email protected]

Our Service aims to ensure all patient messages or other communications including emails are responded to in a timely manner.

Telephone messages - within 24 hours
Email Communications - within 48 hours

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