Client Evaluation and Feedback
Policy and Procedure
Effective Date: 06/06/2015
Date for Review: 06/06/2017
Document Number: 270
Approval
Chairperson: Deborah Woods
Signature:
Purpose

To ensure that the services provided by Geraldton Regional Aboriginal Medical Service
(GRAMS) are evaluated on a regular basis by the clients participating in programs and
accessing services.

To incorporate ongoing analysis of client feedback into program development and review
in order that services and programs are relevant, accessible and achieve the desired
outcomes for participants.

To ensure that client feedback is analysed and reviewed by the Board of Directors to
assist in strategic planning and program evaluation.
Evidence Base
Accreditation standards and best practice standards indicate that client feedback is an
essential element in determining the outcome of programs.
Client feedback and evaluation should be used in developing strategic direction and should
be incorporated into program planning.
The RACGP and QIC standards require client feedback on a regular basis.
The client survey relevant to the RACGP standards is of a prescribed nature in the particular
questions must be asked, the survey should be conducted annually in order to achieve the
requirements of AGPAL and QIC as QIC require a minimum of annual client feedback data
collection.
Linked Documents

Client Feedback and Evaluation Form
Client Evaluation and Feedback – Frequency
All programs conducted by GRAMS are to be regularly reviewed and amended in order to
ensure that they are relevant to participants and achieve the desired goals. One critical
measure of outcomes is participant feedback and evaluation. All programs and services
areas are required to regularly request client and participant feedback and evaluation. This
is on an ongoing basis.
Al the completion of each program (if the program is of less than 12 months) and at least
annually, program staff must request feedback and evaluation.
Client Evaluation and Feedback – Number of Responses Required
The number of responses required to form a valid evaluation and feedback will depend on
the number of participants.
It is acknowledged that responses uptake will depend on the participants, however it is also
the responsibility of staff to encourage uptake. Generally, in order for a valid evaluation to
be conducted, the number of responses required will be as follows:
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
For programs will less than 30 participants – 75% of participants.

For programs with between 31 and 100 participants – 60% of participants.

For programs with more than 100 participants that are ongoing programs (such as the
GP clinic) – 60% or 100 participants, whichever is the lesser.
When to Report
All participant feedback and evaluation requires analysis. GRAMS will be responsible for
ensuring that the analysis is conducted on all program evaluations.
Responsibility and Accountability
It is the responsibility of the Practice Manager to ensure that participant feedback and
evaluation is conducted. GRAMS will be responsible for working with staff to adapt the client
evaluation and feedback form, such that it is relevant to the particular program to be
evaluated. The Practice Manager will be accountable to the CEO for ensuring that client
evaluation and feedback is conducted in accordance with this policy.
Evaluation and Feedback – Continual Quality Improvement
Reviews are multi-layered as follows:
1. Reviews will take place between the particular program staff and the program manager
of the program. At this level detailed discussion is required of what the evaluation
learnings are and how quality improvement is to be incorporated into the program.
2. The next review is to take place at the senior manage level. Senior managers, with the
CEO, will incorporate the evaluation and feedback into staff meetings for discussion of
how quality improvement can be incorporated and what action is to take place. At this
point discussion is to include any systematic or organisational quality improvement that
can be made based on the evaluation. Evaluation is to be included in program
development.
3. The CEO will provide a report to the Board on evaluations, the recommendations for
action and quality improvements.
4. The Board will incorporate the evaluation into strategic planning.
Reporting Back to Participants and Clients
When a program is evaluated, feedback on actions taken should be reported back to clients
and participants.
How this is done will depend on the particular program. At least one of the following is to be
used:
1. A sign placed in reception or the program area describing the actions that have been
taken to improve service delivery.
2. A client forum to provide feedback on actions taken for quality improvements.
3. Feedback can be given during the course of a program if participants are together (for
example as part of a community day).
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Documentation
All original evaluation forms provided by clients are to be kept for a minimum of 5 years. The
analysis sheets are also to be stored for a minimum of 5 years.
The Senior Executive Officer is responsible for storing the forms.
The Geraldton Regional Aboriginal Medical Service acknowledges the expertise and assistance
from Accreditation Specialists and the Aboriginal Health Council of Western Australia in the
development of the policy.
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