Patient participation standard

PP1 – Information about your practice

Standards for general practices (6th edition)
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      2. PP1 – Information about your practice

PP1 | Information about the practice

Consumer expectation statement: I expect that practice information is easy for me to access and understand and provided at the time I need it.

PP1.A Consumers can access up-to-date information they need about the practice.

The practice:

  • makes practice information available to consumers. This includes, at a minimum, the following information:
    • the practice’s address and telephone numbers
    • consulting hours and details of arrangements for care outside normal opening hours
    • appointment types
    • the practice’s billing principles
    • a list of the clinical team
    • the practice’s communication policy, including when and how it receives and returns telephone calls and electronic communications
      • the practice’s policy for managing patient health information (or its principles and how full details can be obtained from the practice)
      • the practice’s policy for recalls and reminders
    • how to provide feedback or make a complaint to the practice
    • details on the range of services the practice provides
  • provides practice information:
    • in a timely manner
    • in formats that are accessible to consumers
    • in simple language that consumers understand
  • updates practice information when there are any changes
  • informs patients about out-of-pocket costs for healthcare they receive from the practice.


Consumers need to be able to access the information they require about the practice, including the range and cost of services provided. This information needs to be accessible, correct and current, in order to promote healthcare that meets expected standards of quality and safety.


The information that consumers need, and how that information is presented, will differ between practices, based on patient population. Therefore, practices may determine what consumers need by engaging with them and asking about their preferences. The practice could do this by:

  • providing patients with updates about the practice
  • responding to comments and queries on social media
  • routinely collecting patient feedback to identify what consumers need and concerns they may have.

The practice can provide the information, or access to it, in different formats, including:

  • the practice’s website
  • QR codes that link to the practice’s website
  • posts on social media
  • printed sheets
  • if the practice serves specific ethnic communities, written information in the languages most used by these consumers
  • listing the languages spoken by members of the practice team (for example, on a sheet, on the practice website)
  • pictures and simple-language versions to help consumers who would otherwise be unable to read or understand the information.


The information the practice provides to consumers about appointment types needs to detail whether in-person and/or telehealth appointments are available and under what circumstances. The practice could inform consumers about the appointment-booking process and the benefits of the different appointment types and durations before their appointment.


The practice could: 

  • place information about its billing policy on the practice website
  • display billing information in waiting areas
  • explain the billing policy in person to patients.

For further information about accessing other services for patients with healthcare needs beyond the scope of service, see CG5 – Transitions of care and PP2 – Communications.

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