Intent of this requirement
Organisations are expected have an organisation wide approach to involve consumers in developing, delivering and evaluating their care and services. This is an essential part of an organisation’s governance for a consumer-centred aged care service.
Organisations are expected to ask for input from a wide range of consumers about their experience and the quality of the care and services they have received. Organisations are expected to review and respond to the information they get from consumers. This includes addressing, and working to fix, any issues consumers raise, and using the information to plan improvements and show that they have been made.
- How does the organisation involve a diverse range of consumers in developing, designing and evaluating their care and services?
- Does the organisation have a range of ways consumers can provide feedback? Do the feedback options help consumers from diverse backgrounds to take part?
- What systems are in place to ask for, and act on, feedback from consumers to keep evaluating and improving the service?
- What relationships does the organisation have with consumer advocates and community representative groups? How does it involve them in developing, delivering and evaluating care and services?
Examples of actions and evidence
- Consumers can describe how the organisation supports and encourages them to be involved in designing and improving care and services. They can also describe how this has made a difference.
- Consumers can describe a range of ways they can take part in influencing how care and services are developed, delivered and evaluated. They also say how these meet their diverse needs.
Workforce and others
- Management of the organisation can describe the different ways the organisation involves consumers in developing, delivering and managing care and services. They can also describe how it has made a difference to their approach.
- The workforce can demonstrate they understand the organisation’s commitment to and processes for involving consumers.
- The workforce can provide examples of how the organisation uses the results of consumer feedback to improve how they deliver care and services.
- Workforce orientation, training or other records that show how the workforce is supported to involve consumers and the ways members of the workforce can help consumers to be involved.
- Records that show the organisation involves consumers in the development, delivery and evaluation of care and services.
- Planning or budget documents that have identified effective times and places to engage with consumers.
- Evidence that shows groups responsible for directing development and redesign projects include consumer representatives who can reflect what consumers want and need.
- Records of meetings, consultations or forums with consumers and their community about issues important to them. (This could cover any issues such as the cultural safety of care and service programs, quality of meals or the arrangement of the service environment).
- Evidence and examples of how the organisation shows, monitors and reports how it has performed against this Standard. Examples of continuous improvement against this requirement.