You Said: Be genuinely interested in me
We will: Provide service with a smile
Measure
Satisfaction with the friendly service provided by Medicare Australia staff.
Performance
76 per cent of the public agreed that Medicare Australia’s staff provide service with a smile (i.e. in a friendly and engaging manner) as identified through the 2007 satisfaction survey.
We will: Listen to your feedback and be responsive to your needs
Measure
Satisfaction with services and responsiveness to needs by Medicare Australia staff.
Performance
90 per cent of the public were satisfied with Medicare Australia services overall as identified from the 2007 satisfaction survey.
89 per cent of Medical Practitioners were satisfied with Medicare Australia services overall as identified from the 2007 satisfaction survey.
95 per cent of Medical Practice Managers were satisfied with Medicare Australia services overall as identified from the 2007 satisfaction survey.
87 per cent of Pharmacists were satisfied with Medicare Australia services overall as identified from the 2007 satisfaction survey.
Measure
A 1800 Complaints and Feedback line has been established for the public and providers.
Performance
For the period 1 July 2007 to 31 March 2008 there were 1562 calls made to the Complaints and Feedback line. All of these have been resolved.
We will: Respond to your complaints promptly
Measure
Respond quickly to complaints.
Performance
We will acknowledge your feedback within 2 working days and respond to all feedback within 10 working days.
For the period 1 July 2007 to 31 March 2008 Of the 1277 complaints received by Medicare Australia, 97 per cent were acknowledged within two working days and 94 per cent were responded to within 10 working days .
51 per cent of the public agreed that Medicare Australia responded to complaints promptly as identified through the 2007 satisfaction survey. Only 6 per cent disagreed and the remaining respondents either did not know, or did not agree or disagree.
We will: Treat you with respect and courtesy
Measure
Satisfaction with respectful and courteous services provided by Medicare Australia staff.
Performance
86 per cent of the public agreed that Medicare Australia treated them with respect and courtesy as identified through the 2007 satisfaction survey.
Last updated: 29 May, 2008