Consumer and community feedback and The board should ensure that orientation is partnerships provided to consumers, to assist them to be effective partners. Training may also be required (Standard 2, Item 2.2: Implementing policies, for consumers who regularly participate in procedures and/or protocols for partnering with partnership opportunities. patients, cares and consumers) Where a board requires a formal consumer Evidence is building that there is a link between committee to be established, systems should be put effective partnerships with consumers, good in place to ensure that the selection of members is consumer experience and high-quality care.9 appropriate and that members are given training in Using consumer feedback and involving consumers their roles and responsibilities, and are oriented to in the governance of health service organisations is their role and the governance organisation’s an important part of the process of establishing framework to enable them to function effectively. effective partnerships and driving quality improvement. Partnering with consumers in Board role governance is about listening to and using Ensure resources are allocated for • consumer knowledge, skills and experience in a consumer and carer orientation systematic way to deliver better health care. and training. Seeking and using consumer and carer feedback through surveys, focus groups, patient stories, committees, compliments and complaints processes and incident management systems is increasingly being seen as a useful mechanism for establishing partnerships, informing quality improvements and improving experiences. consumers’ The board should ensure that its health service community is engaged in the organisation’s decision-making process and is given opportunities to outline its expectations for the health service organisation. Feedback from communities can assist the board in planning strategic direction for future undertakings. Board roles Review reports on consumer • involvement in service delivery planning. Ensure systems are in place to • promote consumer feedback and community engagement. Training for consumers (Standard 2, Item 2.3: Facilitating access to relevant orientation and training for consumers and/or carers partnering with the organisation)
Consumer and community feedback and partnerships (Standard 2, Item 2.2: Implementing policies, procedures and/or protocols for partnering with patients, cares and consumers) Evidence is building that there is a link between effective partnerships with consumers, good consumer experience and high-quality care.9 Using consumer feedback and involving consumers in the governance of health service organisations is an important part of the process of establishing effective partnerships and driving quality improvement. Partnering with consumers in governance is about listening to and using consumer knowledge, skills and experience in a systematic way to deliver better health care. Seeking and using consumer and carer feedback through surveys, focus groups, patient stories, committees, compliments and complaints processes and incident management systems is increasingly being seen as a useful mechanism for establishing partnerships, informing quality improvements and improving consumers’ experiences. The board should ensure that its health service organisation’s community is engaged in the decision-making process and is given opportunities to outline its expectations for the health service organisation. Feedback from communities can assist the board in planning strategic direction for future undertakings. Board roles • Review reports on consumer involvement in service delivery planning. • Ensure systems are in place to promote consumer feedback and community engagement. Training for consumers (Standard 2, Item 2.3: Facilitating access to relevant orientation and training for consumers and/or carers partnering with the organisation) The board should ensure that orientation is provided to consumers, to assist them to be effective partners. Training may also be required for consumers who regularly participate in partnership opportunities. Where a board requires a formal consumer committee to be established, systems should be put in place to ensure that the selection of members is appropriate and that members are given training in their roles and responsibilities, and are oriented to their role and the organisation’s governance framework to enable them to function effectively. Board role • Ensure resources are allocated for consumer and carer orientation and training.
Guide-to-the-National-Safety-and-Quality-Health-Service-Standards-for-health-service-organisation-boards.docx