Accreditation practice pointer: patients can access up-to-date information about the practice

C1.1 A Our patients can access up-to-date information about the practice.

RACGP Standards for general practice.

Practice information must be readily available to patients, and it must be current.

The following list encompasses essential information practices must have on hand for patients:

  • the practice’s address and telephone numbers

  • consulting hours and details of arrangements for care outside normal opening hours

  • appointment types

  • billing principles

  • a list of practitioners

  • a list of clinicians on duty

  • the communication policy, including when and how telephone calls are received and returned and electronic communications

  • practice’s policy for managing patient health information

  • how to provide feedback or make a complaint to the practice

  • details on the range of services provided by the practice.

Practices might also maintain an up-to-date information sheet and/or website that contains all the required information in language that is clear and easily understood. It also helps to provide contact details of interpreters available. Likewise, practices can train team members so that they can use the interpreter service.

Margot Schoonmaker