Intent of this requirement
The way the workforce interacts with consumers can have a big impact on the outcomes of their care and services, including their safety, health and well-being. With this requirement, it’s expected that the workforce behaves in a kind, caring and respectful way.
In day-to-day interactions with consumers, the workforce is expected to treat each consumer as an individual with their own unique life experiences, preferences, needs and abilities. A consumer-centred approach needs the workforce to work with consumers in a flexible and responsive way. This means consumers receive the best possible care and services.
- How does the organisation know that the workforce interacts with consumers in a kind, caring and respectful way? How does it drive this culture?
- How does the organisation support the workforce with up-to-date information, tools and resources to respond to consumers’ life experiences, culture and diversity?
- Does the organisation include the behaviours it expects from its workforce in its public documents, job statements and position descriptions?
- How does the organisation respond when a member of the workforce does not respect consumers’ identity, culture or diversity or show kindness and a caring attitude?
- How does the staffing model at the organisation support a culture of care and respect?
- Does the staffing model support the consumer’s gender and diversity needs and preferences to be met?
- Are any workforce policies or practices creating barriers to caring and inclusive care?
Examples of actions and evidence
- Consumers say members of the workforce treat them with kindness and the workforce cares about them.
- Consumers say that the workforce respects their identity, culture, and diversity and the care and services choices they make.
- Consumers say they have a trusting relationship with members of the workforce supporting them and the relationship is respectful and caring.
Workforce and others
- Observations of the delivery of care and services that show the workforce interacts with consumers in a way that is kind, caring and respectful.
- Management of the organisation can describe how they lead a culture of respect for diversity. They can also describe how they monitor whether consumers have positive interactions with the workforce.
- The workforce can describe how they are proactive about cultural diversity. They can also describe how they respond to the diversity of consumer’s needs, backgrounds and identities.
- The workforce can provide examples from their day-to-day practice of respectful care and services.
- The workforce can describe what they would do if they saw other members of the workforce being disrespectful or unkind to consumers.
- Evidence of communications that show the organisation is committed to respectful care and services.
- Evidence of the organisation’s recruitment processes that consider value based requirements such as a caring and compassionate nature.
- Feedback or records that show consumers have interactions with the workforce that are kind and caring. Interactions are also respectful of their identity, culture and diversity.