Intent of this requirement
This requirement focuses on how an organisation’s services and supports for daily living can promote the emotional, spiritual and psychological well-being of consumers. This involves understanding and meeting the goals, needs and preferences of the consumer and delivering services and supports for daily living in a culturally safe way. This is important for consumers to realise their potential and have quality of life.
Consumers who need help to stay at home or who live in residential care may be experiencing challenges, change or loss, including to relationships, independence, self-worth, mobility and flexibility. They could also be experiencing a reduced sense of purpose and meaning. Approaches that promote emotional, spiritual and psychological well-being will minimise the risk of stress, depression or anxiety, and help consumers experience meaning and purpose. This could be through specific pastoral care, cultural, or religious activities that are meaningful to the individual consumer, or through everyday encounters that promote a sense of connection and community.
How an organisation achieves this, will depend on the consumer’s experience, values and beliefs and their personal situation. It will also depend on the type of services and supports being provided by the organisation. Promoting empathy, compassion and connection between the consumer and members of the workforce in their day to day interactions, will support this approach.
- How is the understanding of the consumer as a person, with their own story and experiences, used to provide opportunities for growth, reflection, sense of connectedness and fulfilment?
- How does the organisation support the workforce to understand, value and support consumers’ emotional, spiritual and psychological well-being?
- How does the workforce build and maintain trust with each consumer? Do interactions between consumers and the workforce show that consumers receive services and supports that meet their emotional, psychological and spiritual needs, goals and preferences?
- How does the organisation help consumers access a diverse range of spiritual care practitioners to meet their needs, goals and preferences? This may include community leaders, cultural or religious communities, chaplains or pastoral care practitioners.
Examples of actions and evidence
- Consumers say they feel connected and engaged in meaningful activities that are satisfying to them.
- Consumers say they can acknowledge and observe sacred, cultural and religious practices. They can also celebrate days that are meaningful to their culture or religion.
- Consumers say that their services and supports promote their spiritual, emotional and psychological well-being.
Workforce and others
- Members of the workforce describe how they have supported the emotional, psychological and spiritual well-being of consumers.
- The workforce can give examples of cultural awareness in their everyday practice and how they recognise diversity to provide services that are meaningful to the consumer.
- Workforce orientation, training or other records that show how the organisation supported the workforce to meet this requirement.
- Strategic documents, policies and procedures show how the organisation provides services and supports to help consumers’ emotional, psychological and spiritual well-being.
- Records show that the organisation delivers services and supports in line with the consumer’s emotional, spiritual and psychological needs, goals and preferences.
- Evidence that shows how the organisation uses cultural and other expertise to help the workforce interact with consumers and promote emotional, spiritual and psychological well-being.
- Evidence of how the organisation monitors, reports and keeps improving its performance against this requirement.