Table 1

Indicators (non-clinical) addressed by the practices, and the data-collection method used

Item numberCriteriaData-collection tool
Section A—Indicator Group 1: Respecting the needs and rights of patients
A.1.2.1Presence of documentation or staff report of training on bill 31System audit
A.1.2.2Presence of designated contact person for privacy issuesSystem audit
A.1.2.5Presence of policy on maintaining appropriate handling of medical informationSystem audit
A.1.2.6Proportion of patients aware that there is a privacy policyPatient survey
A.1.4.1Presence of policy to handle patient complaintsSystem audit
Section A—Indicator Group 2: Access and availability
A.2.2.1The practice population is provided with information about access to 24 h medical coverageSystem audit, patient survey
A.2.2.2Proportion of patients who called after-hours and report they could reach the after-hours servicePatient survey
A.2.7.2Presence of procedure to handle prescribing of prescriptions without a visit
High level of patients satisfaction with process for handling new and repeat prescriptions
System audit
System audit
Section A—Indicator Group 3: There are no barriers to access
A.3.1.1Patients are able to access the practice telephone system for appointments, advice or information and leave messagesPatient survey
A.3.1.2The practice has a system for telephone answering and for leaving messages when the receptionist is on the line or out of the officePatient survey
A.3.4.3Presence of railings, ramps, etcSystem audit, patient survey
A.3.4.6Presence of close parking with dedicated disabled spacesSystem audit, patient survey
A.3.3.2The practice endeavours to be on time for patient visitsPatient survey
A.3.2.2The practice has a flexible appointment system to accommodate patients with urgent problems or patients who need a longer/shorter appointmentPatient survey
A.3.2.3Continuity of care is supported by the practice appointment systemPatient survey
Section B—Indicator Group 5: Practice's physical facilities and safety
B.5.1.2Proportion of waiting rooms with electrical outlets in potentially accessible areas for childrenSystem audit
B.5.1.3Proportion of waiting rooms with current materials
Proportion of waiting rooms with internet
System audit
System audit
B.5.5.4Proportion of vaccines that are expired but available for useSystem audit
B.5.8.2Presence of an evacuation plan for fire that has been approved by Fire MarshallSystem audit
B.5.2.3Proportion of exam rooms with task lightingSystem audit
Section B—Indicator Group 6: Medical equipment
B.6.1.5Proportion of medications in the practice that are expired but available for use
Proportion of samples in samples area in the practice that are expired but available for use
System audit
Section D—Indicator Group 11: Information management
D.11.1.1–D.11.1.2Presence of a policy to ensure medical records are not visible anywhere in the practice to unauthorised personsSystem audit
D.11.1.3Proportion of practices that demonstrate non-lockable files only in areas with authorised personnelSystem audit
D.11.2.3Proportion of patients who report being aware of how test results are given
Presence of a policy in the practice of how test results are given to patients
Patient survey
System audit
D.11.1.5Proportion of practices with electronic medical record with password protection (overall and on screensaver)System audit
Presence of policy to control access to prevent unauthorised accessSystem audit
Presence of policy/procedure for backups, backup verification, safe storage of backupSystem audit
Section D—Indicator group 13: Human Resource Management
D.13.3.2.Presence of regular recorded meeting minutes involving whole teamSystem audit
Section E—Indicator group 15: Continuous quality improvement and continuing professional development
E.15.2.2Presence of record of professional developmentSystem audit
Section E—Indicator group 16: Quality of work life
E.16.1.2High level of provider and staff satisfaction and well-beingQuality of Work Life Survey (staff)
  • A, factors affecting patients; B, physical factors affecting patients; D, practice and patient information management; E, continuous quality improvement and continuing professional development and quality of work life