status quo of quo vadis? - KCE

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114 Quality development in general practice in Belgium: status quo or quo vadis ? KCE Reports 76 APPENDIX 8: INDICATORS FOR PRACTICE ACCREDITATION IN AUSTRALIA Standard 1.1 - Access to care CRITERION 1.1.1 SCHEDULING CARE IN OPENING HOURS 1. There is evidence that our practice has a flexible system to accommodate patients with urgent, non-urgent, complex and planned chronic care, and preventive health needs (document review) 2. our practice informs patients that longer consultations are available on request (document review) 3. our practice staff can describe the way in which they identify urgent medical matters and their procedures for obtaining urgent medical attention (interview) 4. our practice has a written policy for dealing with urgent medical matters (document review) 5. our practice has used patient feedback to establish whether patients of our practice are aware of the availability of longer consultations (patient feedback) 6. our practice has used patient feedback to establish whether patients telephoning our practice have the urgency of their needs determined promptly (patient feedback). CRITERION 1.1.2 TELEPHONE AND ELECTRONIC ADVICE 1. our GP(s)and staff can describe our practice's policy on how they receive and return telephone calls and if applicable, electronic messages from patients (interview) 2. for important communications, there is evidence of practice/patient telephone or electronic advice and information in our patient health records (health records review) 3. our practice has used patient feedback to establish whether patients are able to obtain advice or information related to their clinical care by telephone or if it is used – electronic means (patient feedback) 4. our practice information sheet describes our practice's policy on receiving and returning telephone calls and, if applicable, electronic communication (document review). CRITERION 1.1.3 HOME AND OTHER VISITS 1. here is evidence that patients of our practice access home and other visits both within and outside normal opening hours (health records review, document review) 2. our GP(s) and staff can describe our practice's policy on home and other visits both within and outside normal opening hours, and the situations in which a visit is appropriate (interview) 3. our practice has a written policy on home and other visits both within and outside normal opening hours (document review) 4. our practice has used patient feedback to establish whether patients of our practice are aware of our arrangements for home and other visits both within and outside our normal opening hours (patient feedback).
KCE Reports 76 Quality development in general practice in Belgium: status quo or quo vadis ? 115 CRITERION 1.1.4 CARE OUTSIDE NORMAL OPENING HOURS • There is evidence of one (or a combination) of the following for our patients: o our practice's GP(s) provide(s) their own care for patients outside normal opening hours of the practice either individually or through a roster, or o formal arrangements for cooperative care outside the normal opening hours of our practice exist through a cooperative of one or more local practices, or o formal arrangements exist with an accredited medical deputising service, or o formal arrangements exist with an appropriately accredited local hospital or an after hours facility, in the circumstances where we do not use an accredited medical deputising service or cooperative. Where a practice is providing care as indicated by A ii, A iii, or A iv, then the documentation of the arrangement must include: • reference to the timely reporting of the care provided back to the patient's nominated practice, and • a defined means of access for the deputising practitioner to patient health information and to our practice GP(s) in exceptional circumstances, and • assessment by our practice that the care outside normal opening hours will be provided by appropriately qualified health professionals (document review). • Patient health records contain reports or notes of consultations occurring outside normal opening hours by or on behalf of our practice (health records review) • A message on our practice's telephone answering machine, call diversion system or paging system, and a sign visible from outside our practice, provide information to patients on how to obtain care outside our practice's normal opening hours (direct observation) • our practice has a written policy for the provision of medical care outside its normal opening hours (document review) • our practice has used patient feedback to establish whether patients of our practice are aware of our arrangements for medical care outside our practice's normal opening hours (patient feedback).
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