A health literate organisation…… Currently Present? (Yes/No/ Partially) Evidence Opportunities for Improvement A: Creates resources as a result of quality improvement activities and routinely collects data to measure and evaluate their success. Use data from patient feedback systems to measure and improve services in the organisation. Conduct assessment using the Patient Assessment of Chronic Illness Care (PACIC) and use data to drive QI activities. Regularly review language assistance services to identify if they are adequate to meet the needs of the community. Regularly collate individual comments and complaints to identify the existence of trends and emerging issues. Create and document actions for improvement. Conduct a review of clients who regularly miss appointments (DNAs) or do not comply with recommendations and assess whether low health-literacy could be contributing to their non-compliance. Consider adjusting the type of education that staff/your service provides to this population. B: Designs and/or modifies consumer satisfaction surveys to ensure they are clear and easy to complete and where appropriate provides assistance to consumers to complete the survey. Review consumer satisfaction surveys to ensure that they are easy to complete. Review system procedures to ensure that consumers are offered and provided with assistance to complete satisfaction survey if required. Investigate opportunities for immediate and brief post-visit surveys. Investigate options for outreach services to utilise technology taken out for home visits
E: Ensures consumer information exchange occurs (with consumer consent) between services/organisations to ensure: Only essential consumer information is collected and that it is only collected once The consumer receives coordinated and integrated care in line with best practice service coordination principles[] Referrals are tracked and followed up to ensure they are completed appropriately Review processes to ensure that staff only collect essential information from consumers and eliminate the need to collect this information more than once. Utilise SCTT Information Exchange Summary to share information between services- with consumer consent. Consider implementing/utilising the e-care planning system to increase level of service coordination for complex clients. Participate in evaluation of service coordination through the Service Coordination Survey and Assessment of Chronic Illness Care (ACIC). F: Directs consumers to up-to-date, relevant community, social services, and health information (e.g. Better Health Channel[]) and ensures that service information is up to date. Provide information and training to staff about how to utilise technology including Better Health Channel. Explore other options for increasing the amount of information available on the website and/or through social media contact. Update service information on the HSD and ensure processes are in place to update this regularly.
Attribute 9 Resources Attribute 10 Communicates clearly the costs that funding schemes may cover (e.g. Medicare, private health insurance) and what individuals may have to pay for services. A health literate organisation…… Currently Present? (Yes/No/ Partially) Evidence Opportunities for Improvement A: Ensures staff understand whether a treatment is covered by a funding scheme and can provide information to consumers about out-of-pocket expenses and private health insurance item numbers. Review staff knowledge about treatment costs, out-of-pocket expenses and funding schemes for treatments, services and procedures. Ensure staff are provided with easy to find and up-to-date information regarding fees and expenses.