Patient Satisfaction Survey

Our Patient Satisfaction Instrument (PSI) is approved for use in practice accreditation under the RACGP's 4th edition standards.

Practice accreditation is stressful and occupies valuable time of busy practice staff. We help to lighten the load and help you to improve the quality of the services you provide to your patients.

It's now easier and more cost-effective to engage Insync to coordinate the patient feedback component of your accreditation process, from commencement to completion.

Let's get started

By engaging Insync, you will receive:

  • A survey kit that makes gathering patient feedback easy
  • An easy-to-understand summary report
  • Online access to all results (including responses to open text questions)
  • Suggested areas for improvement

All reports show your results benchmarked against the pooled results of all practices that have completed PSI.

What do I need to do now?

Simply decide which program suits your needs - AGPAL or GPA accreditation - then simply email our PSI Research Consultant at and we'll send you all the relevant order forms to get you started.

We can also provide a variety of additional services to help develop your practice.

About the patient satisfaction survey

Our patient survey, known as the Patient Satisfaction Instrument (PSI) was developed in Australia solely for Australian general practices. It's development involved:

  • Careful consultation with a wide variety of stakeholders including patients, practice staff (practice managers, practice nurses and general practitioners) and key personnel from the organisations that represent them (e.g. RACGP, AGPN, AAPM, APNA and CHF).
  • Repeated pilot testing, analysis and refinement of:
    • The survey (ensuring validity, reliability and specificity)
    • The methodology (ensuring that it was easy for busy practice staff)
    • The report (ensuring that it was useful to practices wishing to improve their practice)

The third version of PSI was developed in close consultation with the RACGP and was endorsed by their National Expert Committee Standards for General Practice in August 2009.

PSI (v4) was then refined to meet the requirements of the RACGP's 4th Edition Standards and approved by the College's Patient Feedback Advisory Committee (PFAC) in May 2011.

Following the revision of the RACGP's Patient Feedback Guide in September 2012, our current version of PSI (v5) has now been further refined and approved by PFAC (December 2012).

PSI (v5)

Our current version of PSI incorporates the wealth of feedback which has been provided by practices that completed PSI (v4). Refinements include:

  1. An 25% reduction in the length of the survey
  2. A 25% to 35% reduction in the cost of the survey (depending on the size of the practice)
  3. A simplification of the summary report by reducing the number of summary scores from 15 to 8
  4. Integration with the Medicare Locals (ML) User Survey so that ML patient feedback requirements can also be met using PSIv5

More information

For more information please contact us on (freecall) 1800 143 733, via email at or simply review our FAQs

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Simply email our PSI Research Consultant at  to request an order form or for  more information please contact us on (freecall)  1800 143 733.