Australia RACGP Standards for General Practices (5th edition) QI1.2: Patient feedback: the practice 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 practice from a vantage point the team cannot. At least once in each accreditation cycle the practice gathers feedback from patients and carers using a validated questionnaire or another method that meets the RACGP Patient feedback guide, covering access, communication, interpersonal skills and the practice's facilities and processes. The practice reviews the results, identifies what to change, acts on it and closes the loop by telling patients, through posters, newsletters or the website, what it heard and what it did. Informal feedback and complaints are fed into the same process.