Please let us know if we can serve you better

Our practice uses a quality improvement framework to facilitate continuous improvement. This means we check our performance in serving our patients in the following ways:

  • Credentialing and scope of practice: all surgeons, nurses and audiometrist/audiologists have appropriate qualifications, work within their scope of practice and engage in continuing professional development.
  • Cultivating a practice culture that encourages feedback from patients and responds to problems promptly and proactively.
  • Annual patient satisfaction survey.
  • Annual peer reviewed surgical audit.
    • A surgical audit includes the number and types of operations provided, the number and types of complications that occur and patient related outcome measures (PROM). PROM means the patient reports how satisfied they were with the operation.
    • Peer review means 2 or more other surgeons look at a surgeon’s surgical audit and discuss ways the surgeon could improve the outcomes for their patients.
    • The electronic medical record is customised to allow clinical incidents and clinical outcomes to be recorded continuously and prospectively. This information is collated regularly and analysed. You can see the current audit information by clicking on the audit button at the bottom of this page.
    • From July 1st, 2021, we will move our audit system to the Australian Otolaryngology Quality Assurance Program AOQAN.We will monitor the quality of the services we provide, including outcomes from treatment, using the AOQAN audit program (Australian Otolaryngology Quality Assurance Network). Your information is de-identified and secure. The AOQAN program may send you a message so you can let us know how you feel about your treatment.AOQAN data is stored securely in an Australian based datacenter run by Microsoft. The Microsoft Azure Cloud Technology has been assessed by the Australian Government and certified by the Australian Signals Directorate (ASD).Commonwealth Qualified Privilege covers AOQAN and the collection, storing and reporting of de-identified patient and surgical data for the purpose of the database.
  • Dr Clancy undertakes a multi-source feedback process every 3 years using the FRACS framework.
  • Regular review and action on any data gathered.

We conduct patient satisfaction surveys annually. In 2015 our patients told us that they weren’t always clear about the next step in treatment following their consultation. All patients now receive a printed plain English explanation of their problem and a plan for what they need to do next. You will receive a copy of this plan as part of my correspondence back to you after each consultation.

An enduring theme in our patient feedback surveys is that patients want to have enough time with the surgeon and the surgeon listens carefully, explains clearly, is open to questions and has the knowledge and skills to help them.

Any further questions?

Your opinion is invaluable in enabling us to improve our service to the community. Please contact us with feedback. Your information will be managed in accordance with our privacy policy and we will contact you with our plan for improvement.

An important quality activity is collecting information when patients experience a complication from surgery. You can see this information by clicking on the audit button. The audit includes all the patients I have provided surgery for, from 2001 until now. Benchmarking means using a standard to compare your own performance to. I use published studies of surgical complications at other hospitals, in Australia and internationally, to benchmark my rate of complications. If my rates of complications with surgery are higher than these benchmarks, I need to look at why and take steps to improve my care of my patients.

All surgeons engage in lifelong learning. This is a requirement of the Royal Australasian College of Surgeons and of the Australian Health Practitioner Registration Authority. One element of lifelong learning is reflective practice. This means seeking feedback from patients and the people a surgeon works with (including doctors, nurses, administrators, staff, allied health practitioners). Feedback helps to find out how you are doing, what you are doing well and where you need to develop your skills and knowledge more. Every 3 years, Dr Clancy has a formal peer feedback process. The results are discussed with another surgeon or a coach and a plan for development for the next 3 years is made.

We regularly ask patients to tell us about their experience with our practice and we employ survey companies to conduct formal patient feedback surveys annually. A summary of the most recent results is published on this page. As a team, we use this information to continually improve our service to meet the needs of patients.