Australia RACGP Standards for After-hours and Medical Deputising Services (5th edition) QI1.2: Patient feedback: the service collects feedback from patients, carers and other relevant parties by a method consistent with the RACGP Patient feedback guide, analyses and responds to it, and tells patients how feedback was used to improve quality

What does QI1.2 require?

Patients see the service from a vantage point the team cannot. At least once in each accreditation cycle the service gathers feedback from patients and carers using a validated questionnaire or another method meeting the RACGP Patient feedback guide, covering access and waiting time, communication, the practitioner's manner and the service's processes. It reviews the results, decides what to change, acts and closes the loop by telling patients, through its website or follow-up messages, what it heard and what it did. Informal feedback and complaints feed the same process.