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. Between the launch date and 31 October 2018, practices can choose to seek accreditation under the 4^th edition or the 5^th edition of the Standards. From 1 November 2018, all practices seeking accreditation will be assessed against the 5^th edition.

For patient feedback, the requirements for accreditation vary slightly depending on which edition you are being assessed against and are outlined below.

Requirements for accreditation - 4th edition

Criterion 2.1.2 of the RACGP Standards for general practices (4th edition) requires practices to:

at least once every 3 years, seek feedback about patients’ experiences of the practice
demonstrate improvements that have been made in response to an analysis of patient feedback
provide information to patients about practice improvements made as a result of their input.

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 Press Ganey Associates (07) 5560 7400
Developing a practice specific method that adheres to the requirements outlined in the RACGP Patient feedback guide: learning from our patients	RACGP approval required Administration fee of $150	Patient feedback guide: learning from our patients Toolkit for developing practice-specific questionnaires
Using the RACGP Toolkit for developing practice specific questionnaires unmodified

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

Press Ganey Associates
(07) 5560 7400

Developing a practice specific method that adheres to the requirements outlined in the RACGP Patient feedback guide: learning from our patients

RACGP approval required
Administration fee of $150

Patient feedback guide: learning from our patients

Toolkit for developing practice-specific questionnaires

Using the RACGP Toolkit for developing practice specific questionnaires unmodified

Practices must also demonstrate that the information received from patients is used to help improve the practice. Ideally, the practice will also demonstrate they have provided information to their patients about improvements made to the practice in response to their feedback.

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 5^th 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
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
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
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 application forms 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.

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.