Action What is the intent? Why is this important? What needs to be in place? 2.1.1 Consumers and/or Consumers help to shape the Consumers have a unique is no single approach to involve consumers in ‘best’ carers are involved in overarching strategy, policy perspective that can help you to governance, and there is considerable variability in the way the governance of the and decision-making of the identify opportunities for that consumer input can be obtained. Irrespective of the health service health service. improvement that might not types of strategies used, what is important is that you organisation otherwise be apparent. ensure that the voices and views of consumers are heard An overarching governance and and reflected in decision-making. policy framework that sets out Strategies to bring in the voices and views of consumers the requirements for involving might include one or more of the following: consumers in governance is an including consumers on the board or existing important platform for the governance committees specific policies and procedures routinely presenting stories or feedback from that are needed to establish and consumers at board meetings maintain partnerships in creating a new, or using an existing consumer advisory practice. committee developing mechanisms to involve consumers in less formal ways, such as focus groups or critical friends groups obtaining feedback from consumers through new technologies, such as online panels. ‘virtual’ These strategies also apply to other actions in Standard 2. 2.1.2 Governance The consumers that you Aboriginal and Torres Strait A formal assessment or profile of the community is not partnerships are partner with are as diverse as Islander people are known to necessary. reflective of the diverse your community. have worse health outcomes Strategies to involve specific diverse or hard-to-reach of backgrounds in than the rest of the population. groups should be reflected in the overarching policy the population served by People in health services from a framework. the health service culturally and linguistically These strategies do not necessarily need to be applied organisation, including diverse background are more across the whole health service; it may be that they are only those people who do not likely to experience an adverse relevant for specific clinical areas or specific usually provide event. feedback. Because of and other If your health service has a homogeneous population, or poorer health outcomes for there is not a specific population that you serve (such as for people from diverse groups it is some private health services), it would be sufficient to important that health services demonstrate that you have an understanding of the people
Action What is the intent? Why is this important? What needs to be in place? 2.1.1 Consumers and/or carers are involved in the governance of the health service organisation Consumers help to shape the overarching strategy, policy and decision-making of the health service. Consumers have a unique perspective that can help you to identify opportunities for improvement that might not otherwise be apparent. An overarching governance and policy framework that sets out the requirements for involving consumers in governance is an important platform for the specific policies and procedures that are needed to establish and maintain partnerships in practice. is no single ‘best’ approach to involve consumers in governance, and there is considerable variability in the way that consumer input can be obtained. Irrespective of the types of strategies used, what is important is that you ensure that the voices and views of consumers are heard and reflected in decision-making. Strategies to bring in the voices and views of consumers might include one or more of the following: including consumers on the board or existing governance committees routinely presenting stories or feedback from consumers at board meetings creating a new, or using an existing consumer advisory committee developing mechanisms to involve consumers in less formal ways, such as focus groups or critical friends groups obtaining feedback from consumers through new technologies, such as online ‘virtual’ panels. These strategies also apply to other actions in Standard 2. 2.1.2 Governance partnerships are reflective of the diverse of backgrounds in the population served by the health service organisation, including those people who do not usually provide feedback. The consumers that you partner with are as diverse as your community. Aboriginal and Torres Strait Islander people are known to have worse health outcomes than the rest of the population. People in health services from a culturally and linguistically diverse background are more likely to experience an adverse event. Because of and other poorer health outcomes for people from diverse groups it is important that health services A formal assessment or profile of the community is not necessary. Strategies to involve specific diverse or hard-to-reach groups should be reflected in the overarching policy framework. These strategies do not necessarily need to be applied across the whole health service; it may be that they are only relevant for specific clinical areas or specific If your health service has a homogeneous population, or there is not a specific population that you serve (such as for some private health services), it would be sufficient to demonstrate that you have an understanding of the people
Standard-2-Tip-Sheet-4-what-is-the-rationale-and-intent-of-the-actions-in-Standard-2.docx