Standard 1 - Requirement (3) (a)
Each consumer is treated with dignity and respect, with their identity, culture and diversity valued.
Intent of this requirement
People are all shaped by personal characteristics, experiences, values and beliefs. Aged care consumers have the same diversity of characteristics and life experiences as the rest of the community. Each consumer has social, cultural, language, religious, spiritual, psychological and medical needs that affect the care, services and supports they need.
No two consumers’ lived experiences are the same. What is respectful or dignified for one consumer might not be for another. This means organisations need to take the time to listen to and understand each consumer’s personal experience. They need to work with consumers in an inclusive and respectful way, using a consumer-focused approach
It’s important for an organisation to address diversity, whether or not a consumer has told them about their unique life experiences or characteristics. Using strategies to support the organisation’s commitment to diversity helps consumers feel confident sharing their identity and helps the workforce to see them as a whole person.
- How does the workforce support the rights of consumers in line with the relevant Charter of Rights and Responsibilities?
- How would a consumer know that the organisation is inclusive and would support them to express their culture, diversity and identity if they wanted?
- Does the organisation collaborate with others or look for expert advice to support it respond to a consumers’ diverse needs?
- How does the organisation support the workforce to understand how their own culture, personal attitudes, values and beliefs affect the way they deliver care and services?
- Are there ways for consumers to report disrespectful care or discrimination in how their care and services are delivered? What processes does the organisation have for handling consumer-to-consumer discrimination while maintaining the dignity of all involved?
Examples of actions and evidence
- Consumers say they are treated with dignity and respect at all times.
- Consumers say they feel accepted and valued whatever their needs, ability, gender, age, religion, spirituality, mental health status, ethnicity, background or sexual orientation.
- Consumers say they are treated fairly and don’t experience discrimination
Workforce and others
- The workforce can describe what treating consumers with dignity and respect means in practice and what they would do if they thought a consumer’s dignity wasn’t being upheld.
- The workforce can describe how they respect and promote cultural awareness in their everyday practice.
- The workforce show how they recognise, promote and value diversity, including differences in culture, beliefs, relationships and sexuality.
- Workforce orientation, training or other records that show how the organisation supported the workforce to meet this requirement.
- Strategic documents, policies and procedures have an inclusive, consumer-centred approach to delivering care and services. They explain the organisation’s commitment to diversity.
- A diversity action plan, or similar document, shows that the workforce has put strategies in place for inclusive care and service delivery and these are followed.
- Records show how consumers are involved in defining dignity and respect, and ways they believe dignity and respect can be maintained.
- Evidence that the organisation tells consumers about their rights, including their right to have their dignity maintained, be treated with respect and how it supports the identity, culture and diversity of consumers when delivering care and services.