What do patients most value in a GP?

A new report revealing patients’ views on Australia’s healthcare system aims to help GPs better understand what customer expectations look like.
 
Released on Friday, part one of the 2025–26 NAB Health Insights Special Report asks how Australians engage with the healthcare system, their experiences with practitioners, and what they value most.
 
The health survey shows that in 2025, visitation rates for GPs are higher than other healthcare professions, with 80% of Australians visiting a GP in the past 12 months, up from 71% in 2024.
 
It found 62% of patients feel their GP listened to them completely, and 64% feel completely cared for as a person.  
 
GPs who are accessible, listen attentively, explain things clearly, and provide continuity of care are among the most valued traits in a doctor, according to patients.
 
Cost, appointment availability, and convenient location are the top factors when patients are searching for a new GP.  
 
When selecting a doctor, seven in 10 Australians consider bulk billing to be ‘extremely important’.
 
RACGP President Dr Michael Wright, who also spoke at a webinar to launch the report, told newsGP that while it is good to see more people are seeing a GP, cost of care continues to rise.
 
‘The results of this report fit with what we’ve seen in Health of the Nation, that GPs are providing more complex care and consultations are getting longer,’ he said.
 
‘We need proper funding to support GPs to spend more time with patients, and to support our patients needing more care with us, particularly our female GPs.’
 
Affordability and access to GPs, and healthcare in general, remain key barriers for many Australians, with the report finding 17% of patients did not see a GP when they needed to, with affordability cited as the main reason.  
 
Face-to-face appointments are also preferred over telehealth for most patients, with 91% saying this is their preferred method of consultation. 
 
Dr Niraj Shekhawatia, a GP and CEO of Hello Home Doctor Service, said the report is ‘both a benchmark and a mirror’ for healthcare professionals.
 
‘By analysing patient satisfaction drivers, particularly access, affordability, and communication, we’re able to refine our care model and measure whether our patients’ experiences align with national sentiment,’ he said.
 
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