Patient feedback requirements

Improving patient care

Patient experience can be used to improve patient care and the way practices delivers services. Evidence has shown that improved patient experience can result in better clinical outcomes^{1 2 3}.

The Standards for general practices (5^th edition) were launched on 26 October 2017. From 1 November 2018, all practices seeking accreditation will be assessed against the 5th edition.

Requirements for accreditation - 5th edition

Criterion QI1.2 of the RACGP Standards for general practices (5th edition) requires practices to:

collect feedback from patients, carers and other relevant parties in accordance with the RACGP’s Patient feedback guide
analyse, consider and respond to feedback
inform patients, carers and other relevant parties about how the practice has responded to feedback and used feedback to improve quality.

The 5th edition does not specify the methods you must use to collect patient feedback. It is strongly encouraged that you consider which methods best suit your practice and your patients.

Options for collecting feedback about patients’ experiences

Methods		Resources
Using a commercial tool that has been approved by the RACGP	RACGP approval not required $ fee set by companies	Insync’s Patient Satisfaction Instrument (PSI) Freecall 1800 143 733 cfep Survey’s Patient Accreditation Improvement Survey (PAIS) (07) 3855 2093
Using the RACGP Toolkit for developing practice specific questionnaires unmodified	RACGP approval not required No fee	Patient feedback guide Toolkit for developing practice-specific questionnaires
Developing a practice specific method that adheres to the requirements outlined in the RACGP Patient feedback guide	RACGP approval required $150 administration fee Approval process may take 1-3 months	Patient feedback guide
Modifying the RACGP Toolkit for developing practice specific questionnaires	RACGP approval required $150 administration fee Approval process may take 4 weeks	Patient feedback guide Toolkit for developing practice-specific questionnaires

Regardless of which method, versions or tools you use, you must meet the requirements set out in the Patient feedback guide.

Using an RACGP-approved commercial tool is suitable for the majority of practices and provides an expert, standardised, high-quality and reliable method to collect and report patient feedback. For many practices, this may also be the simplest option.

If your patient feedback method requires RACGP approval, you must submit your tool following the initial development, pre-testing and refinement and prior to collecting information from patients. Completed applications forms for practice specific questionnaires, interviews, focus groups or other methods and relevant documentation must be submitted via email: standards@racgp.org.au

For organisations wishing to develop a commercial patient feedback tool for consideration by the RACGP, please contact standards@racgp.org.au to discuss the process and receive the relevant documentation.

After hours and medical deputising services

The Standards for after-hours and medical deputising services (5^th edition) were launched in August 2018. Between August 2018 to 28 February 2019, after hours and medical deputising services can choose to be accredited under the RACGP Standards for general practices (4th edition) or the Standards for after-hours and medical deputising services (5^th edition). From 1 March 2019, all services seeking accreditation will be assessed against the 5^th edition.

References

Goodwin N, Dixon A, Poole T, Raleigh V (2011) Improving the Quality of Care in General Practice: Report of an independent inquiry commissioned by The King’s Fund
Greco M, Brownlea A, McGovern J, and Cavanagh M. (2000) Consumers as Educators: Implementation of patient feedback in general practice training. Health Communication 12: 173-193.
Coulter A and Elwyn G (2002) What do Patients Want From High-Quality General Practice and How Do We Involve Them In Improvement? British Journal of General Practice, October 2002 – Quality Supplement.