The Fono

Health & Social Services

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You spoke, we listened

The Fono is focused on continual improvement for everyone that comes into contact with us, whether through our clinics, over the phone or while we’re out and about. We wanted to let you know of some key changes we’ve made at Henderson in response to the feedback we’ve received in our latest patient satisfaction survey.

The Fono Chief Operating Officer Sally Dalhousie says The Fono completes annual patient satisfaction surveys to gauge patient feedback and see where improvements can be made to improve the patient experience.

“As part of our Cornerstone accreditation we ask patients to complete a satisfaction survey so that we can collate their feedback and make improvements to our operations and our clinics,” she says.

“Cornerstone accreditation is all about improving our patient experience, whether that’s through the practice environment and quality standards, patient equity, professional development of our staff or providing value-added services for clients.”

As a result of the last patient satisfaction survey, improvements have been made to three key areas of focus including the phone system, customer service training and availability of car parking for patients.

Contacting us by phone

The Fono has introduced a new call-centre to keep up with the growing volume of calls we receive. For patients this means a smoother experience where you can speak to experienced and helpful staff whether it’s to make an appointment, renew a prescription or ask a general enquiry.

Customer service training

Our front-line reception staff have undergone customer service training in response to patient feedback. All of our line managers have also been through ‘Advanced Customer Service’ training. The new skills our staff have learned are being implemented throughout their roles, to improve the patient experience at all contact points.

More carparks

Patients have expressed frustration about the lack of carparks. The Fono has secured more carparks next door in Alderman Drive, which will be available from March 2018.