Consumer partnership collaboration with consumers to identify in service measurement specific issues for improvement. and evaluation Encourage consumers to initiate and • Evidence is building on the association between suggest improvement proposals. consumer experiences of care and the quality of Ensure meaningful public reporting on • care provided. This includes a move towards safety and quality performance occurs. providing increased reporting to the community on service measures and evaluation of services. Sharing safety and quality performance results (Standard 2, Item 2.7: Informing consumers and/or carers about the safety and quality organisation’s performance in a format that can be understood and interpreted independently) Health service organisations are being encouraged to provide information on safety and quality performance to their community to engage and inform their consumers. The role is to board’s promote community awareness and involvement in the analysis of the health service organisation’s performance. This includes communication strategies, publications released by the organisation, staff engagement with the members’ community, and frameworks for partnering with consumers. The board can ensure information about its safety and quality performance is organisation’s communicated through a range of methods such as the website, printed publications, organisation’s posters and information sheets, and interviews with local media. It is also important that information on safety and quality performance is easy to understand, meaningful, and accessible to people with low health literacy or people from non-English speaking backgrounds. Board roles Ensure systems are in place to promote • consumer involvement in analysing the health service organisation’s performance. Ensure the reports on • organisation’s patient feedback are reviewed in
Consumer partnership in service measurement and evaluation Evidence is building on the association between consumer experiences of care and the quality of care provided. This includes a move towards providing increased reporting to the community on service measures and evaluation of services. Sharing safety and quality performance results (Standard 2, Item 2.7: Informing consumers and/or carers about the organisation’s safety and quality performance in a format that can be understood and interpreted independently) Health service organisations are being encouraged to provide information on safety and quality performance to their community to engage and inform their consumers. The board’s role is to promote community awareness and involvement in the analysis of the health service organisation’s performance. This includes communication strategies, publications released by the organisation, staff members’ engagement with the community, and frameworks for partnering with consumers. The board can ensure information about its organisation’s safety and quality performance is communicated through a range of methods such as the organisation’s website, printed publications, posters and information sheets, and interviews with local media. It is also important that information on safety and quality performance is easy to understand, meaningful, and accessible to people with low health literacy or people from non-English speaking backgrounds. Board roles • Ensure systems are in place to promote consumer involvement in analysing the health service organisation’s performance. • Ensure the organisation’s reports on patient feedback are reviewed in collaboration with consumers to identify specific issues for improvement. • Encourage consumers to initiate and suggest improvement proposals. • Ensure meaningful public reporting on safety and quality performance occurs.