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

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.