Does the organisation’s vision, mission and philosophy of care reflect the principles of patient-centred care: treating consumers with dignity and respect sharing information with consumers encouraging and supporting participation fostering collaboration to the extent that consumers choose. Yes – Fill in next column No – If action is needed, add to action plan Does the organisation’s vision, mission and philosophy support partnering with consumers? Yes – Fill in next column No – If action is needed, add to action plan Does the organisation have a consumer engagement framework or equivalent? Yes – Fill in next column No – If action is needed, add to action plan Are the organisation’s policies, programs and staff practices consistent with the view that consumers are partners in health care? Yes – Fill in next column No – If action is needed, add to action plan Do the organisation’s leaders model collaboration and partnerships with consumers? Yes – Fill in next column No – If action is needed, add to action plan If applicable to your service, does the organisation have ways of identifying the population profile and diverse groups within the community it serves? Yes – Fill in next column No – If action is needed, add to action plan If applicable to your service, do the consumers working in partnership with the organisation reflect the diversity of the local community? Yes – Fill in next column No – If action is needed, add to action plan Partnering with consumers for improvement What this means: Any improvement activities require a systematic approach. Evidence suggests that involving consumers in improvement activities can led to better patient experience. Therefore, partnerships with consumers should exist across all of the areas where improvement actions are taken, including: strategic and/or operational planning decision-making about safety and quality design and redesign of health services
Are consumers who partner with the organisation supported appropriately for the type of partnership? For example, different levels of support would be given to consumers partnering with the organisation in an ongoing committee versus a consumer participating in a consumer focus group. Yes – Fill in next column No – If action is needed, add to action plan Do the organisation’s orientation and education programs for healthcare providers and other health workers include information about patient centred care and partnerships with consumers? Some examples of training topics include: principles of patient centred care, leadership strategies and communication. Yes – Fill in next column No – If action is needed, add to action plan Does the organisation provide access to relevant training provided by external organisations? Yes – Fill in next column No – If action is needed, add to action plan Are consumers involved in the development of training modules, training materials or the delivery of training for healthcare providers and other healthcare workers? Some examples of strategies include: using patients describing their story, using video of patients describing their story, using consumer feedback to inform training. Yes – Fill in next column No – If action is needed, add to action plan Information What this means: Health literacy is a key issue for patient safety and quality of care. Ensuring that any patient information materials that are developed by the health services organisation are tested with their target audience is an important part of making sure that information is easy to understand, apply and act on. Information about the safety and quality performance of the organisation should also be provided to consumers and the local community. Relevant National Safety and Quality Health Service Standard 2 actions: 2.4.1, 2.4.2, 2.3.1, 2.7.1 Other related National Safety and Quality Health Service Standard actions: 1.17.2, 1.17.3, 1.18.3, 3.19.1, 3.19.2, 4.13.1, 4.13.2, 4.15.1, 7.10.1, 7.11.1, 8.9.1, 9.7.1, 9.9.2, 10.9.1 Self-assessment questions Name of document and description