Intent of this requirement
Timely and easily understood information is vital for consumers to be able to make informed choices. It’s expected that organisations communicate clearly and supply helpful resources about their care and services, including the care and services they offer, commitments and obligations.
Each consumer’s needs and ability will affect the kind of information they need and the way it needs to be communicated. Sensory impairments, such as vision or hearing loss, are common in older people. This means it’s vital to provide help or communication aids to make sure sensory impairments do not affect a consumer’s ability to exercise choice and be a partner in the care and services choices they make.
Providing information in an appropriate format, through different channels and in languages consumers understand, will help consumers get the most out of their care and services.
- How does the organisation identify the communication needs of consumers?
- How does the organisation communicate information to consumers with low literacy levels, sensory or hearing impairments, language barriers or poor cognition?
- What strategies and communication aids does the organisation use to adapt communication to meet the diverse needs of consumers?
- Do members of the workforce who provide information to consumers have knowledge and understanding of the care and services on offer? Can they answer any questions consumers have?
- How does the organisation involve consumers in developing information-based resources, for example, through focus groups or consultations?
Examples of actions and evidence
- Consumers say they get the right information, at the right time and in a way they can understand.
- Consumers say they can access translation services and communication tools when they need to and members of the workforce support them to use these.
- Consumers say they are involved in discussions or meetings and are encouraged to ask questions.
- Consumers say they can make choices and get information about risks, possible outcomes and options when making decisions that can involve balancing risk and quality of life.
Workforce and others
- The workforce can describe different ways information is communicated to make sure it’s easy to understand and accessible to diverse consumers.
- Management of the organisation can describe how often they review the information provided to consumers, so it’s current and relevant.
- The workforce can describe how information is combined when multiple organisations provide care and services, so that each organisation has access to current, accurate and timely information.
- The workforce can describe strategies to communicate information to consumers with poor cognition. They can also describe strategies to communicate information to consumers who need visual aids or hearing assistance.
- Workforce orientation, training or other records that show how the organisation supported the workforce to communicate with diverse consumers and to meet this requirement
- Evidence that each consumer or their representative has all the information they need to make informed choices and decisions about all aspects of care and services.
- Evidence of accurate, timely and relevant recording and communication of information.
- Evidence that the organisation provides each consumer, or potential consumer, with information in a way that meets their needs. This allows them to make informed choices, understand their rights and the services available to them.