Standard 7 - Requirement (3) (b)
Workforce interactions with consumers are kind, caring and respectful of each consumer’s identity, culture and diversity.
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.