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Resources for the Standards for general practices (4th edition)

Patient feedback

Over the past 25 years, measures of patient experience have played an important role in improving quality service delivery. A substantial body of this work has shown that improved patient experience can result in better clinical outcomes123.

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

  1. Collect feedback about their patients’ experiences by:
  2. Demonstrate that the information received from patients is used to help improve the practice.

Ideally, practices will also demonstrate they have provided information to their patients about improvements made to the practice in response to their feedback.

Using an RACGP-approved validated patient experience questionnaire is suitable for the majority of practices and provides an expert, standardised, high-quality and reliable method to collect and report patient feedback. This is also the simplest option can often be the most cost-effective method.

Practices choosing to develop their own practice-specific method for gaining patient feedback need to apply to the RACGP to have the method approved following the initial development, pre-testing and refinement (but prior to collecting information from patients).

  1. 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
  2. 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.
  3. 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.

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