How do you run patient feedback, complaints and Aufklärung under the QM-RL?

The QM-RL asks every practice to survey its patients regularly, run a complaints process patients know about, and keep reliable patient information to hand. § 630e BGB requires the explanation before treatment to be oral, in time and understandable, with copies of anything the patient signed.

What the QM-RL asks

The practice surveys patients regularly, ideally with a validated instrument, and uses the results as feedback on satisfaction and on quality from the patient's view.¹ It runs a patient-oriented complaints process, tells patients they can complain in person or anonymously, analyses each complaint, and where possible tells the complainant what was done.¹ It keeps a collection of reliable, understandable patient information, with self-help groups and advice services.¹

Aufklärung and access under the BGB

Before treatment, the patient is told everything that matters for consent, the nature, scope, conduct, consequences and risks of the measure, its necessity, urgency and chances, and any real alternatives.² The explanation is oral, by the treating person or someone trained for the measure, given early enough for a considered decision and in words the patient understands, and the patient receives copies of what they signed.² The patient may see their complete file without delay.³

1. Tell patients how to complain. In person or anonymously, on a notice at reception and on the website.
2. Log every complaint. Date, what was raised, who handles it, and the answer.
3. Survey on a cycle. A validated questionnaire at least once a year, with the results shared in the team meeting.
4. Act and tell the patient. One change per theme, and a reply to the complainant where possible.
5. Record the Aufklärung. The oral explanation, its date and the copies the patient received, in the file.

1. Number ______ Received on ______ Anonymous ______
2. What was raised ______
3. Handled by ______ Replied on ______
4. Change made ______ Shared with team on ______

Copy template

The professional duty to explain

The model Berufsordnung also gives patients the right to see their documentation and receive copies, unless serious therapeutic reasons or serious rights of others stand against it.⁴

Questions

How often should we survey patients?

The QM-RL says regularly, ideally with a validated instrument. Once a year is a cycle a practice can keep and show.

Can Aufklärung be done in writing?

No. § 630e BGB asks for an oral explanation, which written material may supplement.

Must complaints be possible anonymously?

The QM-RL asks the practice to tell patients they can complain in person or anonymously.

Sources

1. 1Gemeinsamer Bundesausschuss, 2026Richtlinie über grundsätzliche Anforderungen an ein einrichtungsinternes Qualitätsmanagement (QM-RL), Volltext, BAnz AT 19.08.2026 B4Read source
2. 2Bundesministerium der Justiz, Gesetze im Internet, 2026§ 630e BGB, AufklärungspflichtenRead source
3. 3Bundesministerium der Justiz, Gesetze im Internet, 2026§ 630g BGB, Einsichtnahme in die PatientenakteRead source
4. 4Bundesärztekammer, 2026(Muster-)Berufsordnung für die in Deutschland tätigen Ärztinnen und Ärzte, MBO-Ä 1997, in der Fassung des 130. Deutschen Ärztetages vom 13. Mai 2026Read source

Written by the wai team from Gemeinsamer Bundesausschuss, the Kassenärztliche Vereinigungen and the Länder guidance, checked on 16 October 2026. This is guidance, not legal advice. Neither the G-BA, any KV nor any Land authority endorses wai or any software.