Intent of this requirement
A key aspect of dignity and respect is making sure a consumer’s privacy is respected. The organisation needs to make sure communication, behaviour and interactions of the workforce and others don’t compromise a consumer’s privacy. For example, if the workforce talk about the consumer to others without consent or are careless about how they enter the consumer’s room or home, this can affect the consumer’s dignity.
Organisations have access to a range of personal information about a consumer. This includes health information which is regarded as one of the most sensitive types of personal information. It is essential that organisations respect a consumer’s right to privacy, in how they collect, use and communicate personal information.
- Do day-to-day interactions between consumers, the workforce and others show respect for consumer privacy and confidentiality?
- How does the organisation make sure other consumers, families and visitors also respect each consumer’s privacy and confidentiality?
- Does the workforce know each consumer’s preferences for personal privacy, for example, showering or entering their room (including when they are with visitors)?
- What practical steps does the organisation take to make sure consumer’s information is kept confidential and only those who need to know have access to the information?
Examples of actions and evidence
- Consumers say the organisation protects the privacy and confidentiality of their information.
- Consumers are satisfied care and services, including personal care, are undertaken in a way that respects their privacy.
- Consumers say the workforce and others consistently respect their privacy and confidentiality in how they communicate and interact with them.
- Consumers say the organisation respects their personal space and privacy when their friends, partners or significant others visit.
Workforce and others
- Observed delivery of care and services is respectful of consumer privacy.
- The workforce can describe how they support consumers to communicate their preferences for how they want their privacy maintained (including their information, their space, and how they are treated or cared for).
- The workforce can give examples of how they maintain the privacy of individuals in the delivery of care and services, and demonstrate their understanding that consumers receiving personal care can feel vulnerable.
- The workforce can show they clearly understand the importance of confidentiality and describe (relevant to their role) how they collect, use and communicate any personal information to maintain privacy.
- Workforce orientation, training or other records that show how the organisation supported the workforce to respect a consumer’s right to privacy and to meet this requirement.
- The workforce can describe how the organisation maintains and shares records to protect privacy and confidentiality, in line with consumer preferences.
- Evidence that information is available to relevant members of the workforce in a timely manner and is provided in a way that protects the confidentiality and integrity of the information.
- Processes or procedures support the workforce to manage requests for information from others, such as family members or significant others, in a consistent, professional, sensitive and appropriate way.