Consumers and/or carers are actively involved in decision making about safety and quality Reflective questions Suggested strategies Evidence examples How do consumers participate Consumers can add value to decision making about Agenda items, minutes or other records of meetings in decision making for safety safety and quality by asking questions about service where consumer representatives have been present and quality? provision and suggesting improvements. This is most and safety and quality issues discussed effective when a systematic approach is taken. Documentation of improvement activities that have been initiated as a result of suggestions arising You can involve consumers in: from consumers: reviews to identify safety and quality issues within the on committees practice, such as unclear signage through the complaints or compliments system the planning and implementation of a new procedure as part of patient experience surveys such as a new injection system. using other forms of feedback mechanisms Records of consumer involvement in reviews to identify safety and quality issues Records of consumer involvement in workplace health and safety checks Records of discussions with consumers in the waiting room or reception area about projects and opportunities for improving services Other: Clinical scenario: A consumer engagement plan As part of a broader policy on stakeholder engagement, an oral health training team members in engaging with consumers, including team service developed a consumer engagement plan for the work unit. This meetings and structured peer discussion sessions focused around plan contained procedures and protocols to describe the steps that the point-of-care patient surveys and consumer engagement. work unit would take to involve consumers in the oral health service’s Applying the NSQHS Standards: clinical and operational management. The plan set out processes for:
Consumers and/or carers are actively involved in decision making about safety and quality Reflective questions Suggested strategies Evidence examples How do consumers participate in decision making for safety and quality? Consumers can add value to decision making about safety and quality by asking questions about service provision and suggesting improvements. This is most effective when a systematic approach is taken. You can involve consumers in: reviews to identify safety and quality issues within the practice, such as unclear signage the planning and implementation of a new procedure such as a new injection system. Agenda items, minutes or other records of meetings where consumer representatives have been present and safety and quality issues discussed Documentation of improvement activities that have been initiated as a result of suggestions arising from consumers: on committees through the complaints or compliments system as part of patient experience surveys using other forms of feedback mechanisms Records of consumer involvement in reviews to identify safety and quality issues Records of consumer involvement in workplace health and safety checks Records of discussions with consumers in the waiting room or reception area about projects and opportunities for improving services Other: Clinical scenario: A consumer engagement plan As part of a broader policy on stakeholder engagement, an oral health service developed a consumer engagement plan for the work unit. This plan contained procedures and protocols to describe the steps that the work unit would take to involve consumers in the oral health service’s clinical and operational management. The plan set out processes for: training team members in engaging with consumers, including team meetings and structured peer discussion sessions focused around point-of-care patient surveys and consumer engagement. Applying the NSQHS Standards:
NSQHS-Standards-Guide-for-Dental-Practices.docx