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A message to our valued users and customers...
I wanted to respond to a recent article in The Sydney Morning Herald about HealthEngine's Practice Recognition System which has, for many years, been a win:win program for both patients and practices.
This article made us aware that we could be doing more to educate both patients and practices about why and how we publish feedback on the HealthEngine Practice Recognition System.
The HealthEngine Practice Recognition System aims to celebrate the amazing work of GPs and health practices around the country. HealthEngine is not and has never intended to be a traditional ratings and review site. As part of this program, patient feedback about their experience is gathered by HealthEngine and positive feedback is published on the profiles of practices rated highly and recommended by their patients. The aim is to bring attention to and celebrate high-performing practices.
Under AHPRA regulations, we are obliged to moderate positive feedback shared by patients to ensure that it is compliant. This often means removing clinical information, or comments that may identify the patient or a specific practitioner.
Negative feedback is not published but rather passed on confidentially and directly to the clinic completely unmoderated to help health practices improve moving forward.
We email all patients about their reviews being published and alert them to having possibly been moderated according to our guidelines. Patients have on occasion requested the non-publishing of moderated feedback and we happily comply. We have not intended to moderate any reviews to mislead readers, and over the last 3 years, have received very few complaints about the way we have moderated the comments, including from the patients who submitted them.
User trust is paramount to us at HealthEngine and we are conducting an internal and external review of the HealthEngine Practice Recognition System to ensure clarity, compliance and best practice regarding the way in which we review and publish patient comments.
If you have any further feedback on how we could improve our services, we'd love to hear from you at firstname.lastname@example.org
In the meantime, we have removed all customer feedback from our site until further notice pending the results of our review. We apologise for any inconvenience caused.
Dr. Marcus Tan
Founder, CEO & Medical Director
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Terms and Conditions
Australia's largest Online Booking System is now available to AGPAL clients at no cost.
- 'AGPAL accreditation' as listed on www.agpal.com.au.
- An eligible general practice is required to use HealthEngine for the provision of the Online Booking System for a minimum period of 12 months from the time of their first appointment going live online.
- The HealthEngine Online Booking System is included as long as an eligible general practice remains AGPAL accredited.
- Standard pricing applies if an eligible practice is no longer accredited by AGPAL.
- If an eligible general practice takes the offer and terminates the Online Booking System service during the first 12 month period, the total amount of monthly fees that would have been payable during that period become payable within 30 days.
- Not available with any other offer. Additional charges apply for other HealthEngine services including the Online Health Directory and Appointment Marketing.
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HealthEngine is Australia's largest online health marketplace, transforming the way Australians access and use healthcare services.
We are driven to advance the accessibility of healthcare for all Australians by improving access to information and technology, and ultimately improving the experience of healthcare services.
HealthEngine makes finding and booking health appointments online quick and easy. We help more than 1 million patients each month to connect with over 8,000 local health practitioners and book an appointment instantly.
Free for patients, our website and smartphone app allow you to navigate Australia's complex health system while providing practitioners with technology to improve the patient healthcare journey.Read more...
HealthEngine's Practice Recognition System
You may have noticed patient satisfaction scores, ratings, and positive customer feedback on many practice profiles. Our practice recognition system is designed to help you find highly rated practices on HealthEngine.
For more information, please see our FAQ.