Field testing a complaints register proposal as a requirement of Australian general practice.
OBJECTIVE
To investigate the feasibility, achievement and acceptance of indicators of quality general practice in the RACGP Standards for general practices (third edition), using complaints registers as a case study.


METHODS
A purposive sample of convenience of 200 general practices (stratified according to location and size) participated in a field test of quality and safety proposals during an accreditation survey visit between October 2004 and February 2005. Included was a test of the proposal for a complaints register (a document where complaints made to the practice are recorded).


METHODS
Achievement of the complaints register proposal, assessed by accreditation surveyors; questionnaire rating of the feasibility and acceptance of the proposal.


RESULTS
Few practices used a formal complaints register (79/200; 39.5%), with large practices more likely (12/20; 60.0%) and very remote practices less likely (1/11; 9.1%) to use one. The proposal for complaints registers was rated feasible by 123 general practices (61.5%) and rated acceptable by 121 general practices (60.5%).


CONCLUSIONS
The proposal for complaints registers in general practice, while popular with policymakers, gained limited support when tested in Australian general practice. This shows the need for a balance between the expectations of policymakers, the need to increase performance by setting standards, and the practicalities of every-day general practice.
Hutchinson
Ronelle L
RL
The Royal Australian College of General Practitioners, Melbourne, VIC, Australia.
Watts
Ian T
IT
D000068:Accreditation / Q000592:standards*; D001291:Attitude of Health Personnel; D001315:Australia; D005194:Family Practice / Q000592:standards*; D006801:Humans; D011787:Quality of Health Care / Q000592:standards*; D012042:Registries; D012955:Societies, Medical