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Consumer Fact Sheet: What is the Partnering with Consumers Standard?

The Partnering with Consumers Standard focuses on supporting consumers, carers and/or their families to be actively involved in planning and making decisions about their care. It also supports them to be involved in the supervision and administrative decision making of their health service organisation, as well as its policy and planning, and evaluation of its performance.

This is supported by evidence that effective partnerships help promote a positive consumer experience, as well as high quality health care and improved safety.

The Partnering with Consumers Standard promotes consumer involvement in all aspects of care.

This means consumers, carers and/or their families are:

  • Involved in planning and decisions about your own care in the following ways:
    • you should receive care that is respectful to you as a person, to your culture, beliefs, values and choices
    • you are supported to ask questions and be involved to the extent that you want to be involved in planning and decision-making about your care
    • the information you receive from clinicians about your care and treatment options should be clear, easy to understand and provided in a format appropriate to you
    • you can choose to involve your carer, family or representative in decisions about your care, including when you don’t have capacity to make decisions for yourself.
       
  • Involved in quality improvement and organisational governance, policy and planning in the following ways:
    • you may have the opportunity to be involved in providing advice as part of quality improvement processes or redesigning a service or program of a health service
    • you may also have the opportunity to be part of a committee or other group that provides advice about governance, policy, planning and evaluation of performance on an ongoing basis
    • if you are involved in quality improvement or other policy activities, you should receive information about the organisation, the purpose of the meetings or groups you will be attending, information on how consumers can contribute, and what will be done with the feedback and comments you provide
    • as a community member, you will receive information about the health service organisation’s safety and quality performance.

What to expect from your health service organisation

Health service organisations are required to produce evidence of how they meet the actions within the Partnering with Consumers Standard as part of the accreditation process (see What is accreditation?).

The actions within the Partnering with Consumers Standard are grouped into four criteria that are shown below, along with an explanation of what this means for you as a consumer.
 

Actions to support Aboriginal and Torres Strait Islander consumers

There are six specific actions relating to Aboriginal and Torres Strait Islander people in the NSQHS Standards (second edition). The actions require health service organisations to consult with and involve Aboriginal and Torres Strait Islander communities, organisations, consumers and carers. If you would like to be involved in these processes, contact your local health service organisation.

Last updated 31st May, 2018 at 08:20pm
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