Indicators (non-clinical) addressed by the practices, and the data-collection method used
| Item number | Criteria | Data-collection tool |
| Section A—Indicator Group 1: Respecting the needs and rights of patients | ||
| A.1.2.1 | Presence of documentation or staff report of training on bill 31 | System audit |
| A.1.2.2 | Presence of designated contact person for privacy issues | System audit |
| A.1.2.5 | Presence of policy on maintaining appropriate handling of medical information | System audit |
| A.1.2.6 | Proportion of patients aware that there is a privacy policy | Patient survey |
| A.1.4.1 | Presence of policy to handle patient complaints | System audit |
| Section A—Indicator Group 2: Access and availability | ||
| A.2.2.1 | The practice population is provided with information about access to 24 h medical coverage | System audit, patient survey |
| A.2.2.2 | Proportion of patients who called after-hours and report they could reach the after-hours service | Patient survey |
| A.2.7.2 | Presence 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.3.1.1 | Patients are able to access the practice telephone system for appointments, advice or information and leave messages | Patient survey |
| A.3.1.2 | The practice has a system for telephone answering and for leaving messages when the receptionist is on the line or out of the office | Patient survey |
| A.3.4.3 | Presence of railings, ramps, etc | System audit, patient survey |
| A.3.4.6 | Presence of close parking with dedicated disabled spaces | System audit, patient survey |
| A.3.3.2 | The practice endeavours to be on time for patient visits | Patient survey |
| A.3.2.2 | The practice has a flexible appointment system to accommodate patients with urgent problems or patients who need a longer/shorter appointment | Patient survey |
| A.3.2.3 | Continuity of care is supported by the practice appointment system | Patient survey |
| Section B—Indicator Group 5: Practice's physical facilities and safety | ||
| B.5.1.2 | Proportion of waiting rooms with electrical outlets in potentially accessible areas for children | System audit |
| B.5.1.3 | Proportion of waiting rooms with current materials Proportion of waiting rooms with internet | System audit System audit |
| B.5.5.4 | Proportion of vaccines that are expired but available for use | System audit |
| B.5.8.2 | Presence of an evacuation plan for fire that has been approved by Fire Marshall | System audit |
| B.5.2.3 | Proportion of exam rooms with task lighting | System audit |
| Section B—Indicator Group 6: Medical equipment | ||
| B.6.1.5 | Proportion 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.11.1.2 | Presence of a policy to ensure medical records are not visible anywhere in the practice to unauthorised persons | System audit |
| D.11.1.3 | Proportion of practices that demonstrate non-lockable files only in areas with authorised personnel | System audit |
| D.11.2.3 | Proportion 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.11.1.5 | Proportion of practices with electronic medical record with password protection (overall and on screensaver) | System audit |
| Presence of policy to control access to prevent unauthorised access | System audit | |
| Presence of policy/procedure for backups, backup verification, safe storage of backup | System audit | |
| Section D—Indicator group 13: Human Resource Management | ||
| D.13.3.2. | Presence of regular recorded meeting minutes involving whole team | System audit |
| Section E—Indicator group 15: Continuous quality improvement and continuing professional development | ||
| E.15.2.2 | Presence of record of professional development | System audit |
| Section E—Indicator group 16: Quality of work life | ||
| E.16.1.2 | High level of provider and staff satisfaction and well-being | Quality 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