Australia RACGP Standards for General Practices (5th edition) C3.1: Business operation systems: the practice sets goals to improve its services and reviews its progress toward them, runs a business risk management system that identifies, monitors and reduces risks, and has a complaints resolution process

What does C3.1 require?

A well run practice knows where it is going and what could derail it. It documents goals for improving its services, such as access, team capability or clinical quality, and periodically checks progress against them. It keeps a register or equivalent of business risks, covering finances, staffing, premises, equipment, information systems and reputation, assigns owners and controls and reviews it. It has a process for receiving, acknowledging, investigating and resolving complaints, tells patients how to complain, and uses complaints to improve.