Lunch and Learn
Webinar Series
Practical insights to help you listen, learn and improve.
Join our complimentary 30-minute webinar series for practical guidance you can apply within your practice.
LISTEN. LEARN. IMPROVE.
Lunch and Learn
Webinar Series
Practical insights to help you listen, learn and improve.
Join our complimentary 30-minute webinar series for practical guidance you can apply within your practice.
LISTEN. LEARN. IMPROVE.
Practical learning for a changing general practice environment
The RACGP Standards for general practices 6th edition strengthen the focus on patient experience, participation and meaningful consumer engagement, building on the patient feedback and quality improvement activities practices already undertake.
The CFEP Surveys Lunch and Learn Webinar Series brings together practical guidance, insights and education to help your practice get greater value from patient feedback and turn what you learn into meaningful improvement.
Each complimentary 30-minute session will focus on practical approaches and ideas you can apply within your own practice.
Practical education
Relevant, real-world insights for busy practice teams.
30 minute sessions
Bite-sized learning you can apply within your practice.
Complimentary
Accessible education to support your practice.
Practical learning for a changing general practice environment
The RACGP Standards for general practices 6th edition strengthen the focus on patient experience, participation and meaningful consumer engagement, building on the patient feedback and quality improvement activities practices already undertake.
The CFEP Surveys Lunch and Learn Webinar Series brings together practical guidance, insights and education to help your practice get greater value from patient feedback and turn what you learn into meaningful improvement.
Each complimentary 30-minute session will focus on practical approaches and ideas you can apply within your own practice.
Practical education
Relevant, real-world insights for busy practice teams.
30 minute sessions
Bite-sized learning you can apply within your practice.
Complimentary
Accessible education to support your practice.
LUNCH & LEARN | SESSION 2
From Patient Feedback to Patient Insights
Thursday 29 October| 12.30pm–1.00pm AEST | Online
Connecting feedback, consumer voice and improvement
Practices are hearing from patients through more channels than ever — surveys, digital feedback, complaints, online reviews, conversations and consumer advisory groups. But how do you turn all that information into something useful?
Join Tracey Johnson as she explores how to connect different feedback sources, identify meaningful themes and involve patients in interpreting what the feedback is telling you. Using practical examples, we will look at how patient and community advisory groups can strengthen the move from patient feedback to genuine patient partnership under the RACGP Standards for general practices, 6th edition.
Bring your lunch and join us for 30 minutes of practical learning.
LUNCH & LEARN | SESSION 2
From Patient Feedback to Patient Insights
Thursday 28 October | 12.30pm–1.00pm AEST | Online
Connecting feedback, consumer voice and improvement
Practices are hearing from patients through more channels than ever — surveys, digital feedback, complaints, online reviews, conversations and consumer advisory groups. But how do you turn all that information into something useful?
Join Tracey Johnson as she explores how to connect different feedback sources, identify meaningful themes and involve patients in interpreting what the feedback is telling you. Using practical examples, we will look at how patient and community advisory groups can strengthen the move from patient feedback to genuine patient partnership under the RACGP Standards for general practices, 6th edition.
Bring your lunch and join us for 30 minutes of practical learning.
Catch up on our Lunch and Learn sessions
LUNCH & LEARN | SESSION 1
Beyond the Tick Box – Turning patient feedback into continuous improvement
In the first CFEP Surveys Lunch and Learn webinar, Beyond the Tick Box – Turning patient feedback into continuous improvement, David Osman explores how general practices can move beyond simply collecting patient feedback and use patient insights to support meaningful continuous quality improvement.
Q&A from Session 1
During our first Lunch and Learn, attendees asked a range of practical questions about patient feedback, consumer engagement and continuous quality improvement. Explore the answers below, or watch the webinar replay for the full discussion.
Will CFEP Surveys' Practice Accreditation Survey be updated for the RACGP Standards for general practices 6th edition?
Yes. CFEP Surveys’ Practice Accreditation Survey will be updated to align with consumer engagement expectations within the RACGP Standards for general practices 6th edition.
Practices may also wish to review their broader feedback and engagement approaches to consider whether they are capturing information that reflects the needs and experiences of their patients and consumers.
How can practices respond to ongoing patient feedback about waiting times?
Waiting times are a common theme in patient feedback, and patient expectations around waiting have changed over time.
While it may not always be possible to prevent delays, one of the biggest opportunities is communication. Keeping patients informed about expected waiting times can help set expectations and reduce uncertainty.
Practices could consider approaches such as waiting room signage, digital information screens or direct updates from the practice team when delays occur.
There is no one-size-fits-all solution. Different clinicians and practices work differently, so the focus should be on understanding what works for your practice and communicating expectations clearly and early.
How can practices respond to feedback about limited GP appointment availability?
Start by understanding the problem the feedback is highlighting. Appointment availability can be challenging, particularly where individual GPs are in high demand, and the right approach will differ between practices.
Consider whether the way your appointment book is structured reflects the needs of your patient population. For example, a highly sought-after GP may need to limit new patients or focus on particular patient cohorts.
Communication and expectation-setting are also important. If a patient would prefer to see a particular GP, explain their availability and, where appropriate, offer alternative clinicians who may be able to provide care sooner.
Patient feedback can help practices understand where access concerns are occurring and identify opportunities to improve appointment processes and communication.
What tools can practices use to collect ongoing patient feedback?
Ongoing feedback can complement a structured patient experience survey by helping practices listen to patients between major feedback cycles.
For example, CFEP Surveys Active Insights enables practices to collect timely digital feedback from patients and view results as they are received. Practices can use focused questions to explore particular aspects of care, monitor emerging themes or understand whether an improvement is having the intended effect.
Practices can also use approaches such as follow-up questions, conversations, focus groups, consumer representatives and other engagement methods.
CFEP Surveys also offers one-on-one coaching to help practice managers and teams understand their patient feedback, identify priorities and support continuous quality improvement.
The goal is not to replace structured feedback, but to create a more continuous cycle of listening, learning and improvement.
How can practices respond when a patient wants to see their regular GP, but that GP is unavailable?
Continuity of care is important to many patients, but it may not always be possible for a patient to see their preferred GP.
Practices can consider how they communicate the available options – for example, explaining when the preferred GP is next available, offering another clinician where appropriate, or allowing the patient to choose to wait for their regular GP.
Repeated feedback about this issue can also provide useful insight. Rather than treating a single comment as requiring an immediate operational change, look for patterns in feedback about continuity and access. These patterns may highlight opportunities to improve appointment processes or how available options are communicated to patients.
Do patient feedback questions need to be approved for accreditation purposes?
Under the RACGP Standards for general practices 5th edition, practices using patient feedback to meet accreditation requirements need to follow the RACGP Patient Feedback Guide. This includes using an RACGP-approved commercial tool, such as CFEP Surveys’ Practice Accreditation Survey, or following the relevant RACGP requirements where a practice develops or modifies its own feedback method.
The 6th edition takes a broader approach to consumer engagement. Structured feedback remains an important way to understand patient experience, and validated approaches are encouraged. The CFEP Surveys Practice Accreditation Survey is recognised within the 6th edition guidance as a validated structured patient experience measure.
The 6th edition does not outline a requirement for individual feedback questions to be approved by a practice’s accreditation agency. Instead, PP8 focuses on proactive and meaningful consumer engagement to monitor, review and improve care, incorporating formal and informal approaches.
This provides practices with greater flexibility to seek additional feedback on areas relevant to their patients and quality improvement activities alongside structured or validated feedback.
Are there specific patient feedback questions practices can ask?
Yes. There are established questionnaire questions and resources available, and CFEP Surveys will continue to provide structured patient feedback tools and guidance.
However, practices are not limited to prescribed questions for every form of patient engagement. Depending on the purpose, practices may also use short follow-up questions, conversations, focus groups or other feedback approaches to explore an issue identified through formal patient feedback.
Tools such as Active Insights can also support more flexible and ongoing feedback by allowing practices to add or change questions as their priorities, improvement activities or areas of interest evolve.
The distinction is useful: a validated, structured survey provides a consistent baseline, while additional engagement can help practices understand why an issue may be occurring and what could improve the patient experience.
Where a practice wants to modify a questionnaire being used specifically to meet formal accreditation requirements, the relevant RACGP requirements for that method still need to be followed.
Supporting your practice through the 6th edition
CFEP Surveys has supported Australian general practices to understand patient experience for more than 25 years, and we’ll continue to support practices as the sector transitions to the RACGP Standards for general practices 6th edition.
Our Practice Accreditation Survey is identified within the 6th edition guidance as a validated Patient Reported Experience Measure (PREM) for primary care. Patient-reported experience measures capture the patient perspective on how care was delivered and experienced.
We are currently reviewing and updating the Practice Accreditation Survey to reflect relevant changes and consumer feedback requirements within the new Standards.
For now, practices can continue their current patient feedback and improvement activities while preparing for the transition.
Through our Lunch and Learn Webinar Series, resources and patient feedback solutions, CFEP Surveys will continue to help practices build on what they’re already doing and strengthen the connection between patient feedback, action and improvement.
Supporting your practice through the 6th edition
CFEP Surveys has supported Australian general practices to understand patient experience for more than 25 years, and we’ll continue to support practices as the sector transitions to the RACGP Standards for general practices 6th edition.
Our Practice Accreditation Survey is identified within the 6th edition guidance as a validated Patient Reported Experience Measure (PREM) for primary care. Patient-reported experience measures capture the patient perspective on how care was delivered and experienced.
We are currently reviewing and updating the Practice Accreditation Survey to reflect relevant changes and consumer feedback requirements within the new Standards.
For now, practices can continue their current patient feedback and improvement activities while preparing for the transition.
Through our Lunch and Learn Webinar Series, resources and patient feedback solutions, CFEP Surveys will continue to help practices build on what they’re already doing and strengthen the connection between patient feedback, action and improvement.