Attributes of person-centred healthcare organisations

Comprehensive care delivery

• Patients are engaged as partners in their care
• Goals of care guide clinical decisions and the patient journey
• Diversity and equity are respected and supported
• Transparency is a core element of safety and quality care

Clear purpose, strategy and leadership

• A commitment to exceptional person-centred care is clearly stated in the organisations purpose and strategy
• Great leadership drives exceptional person-centred care, with the support of champions across the organisation
• A person-centred strategy is articulated to the workforce and the community, and implemented across the organisation.

People, capability and a person-centred culture

• An organisational culture for person-centred care is built and maintained through a long-term systematic approach
• The capabilities of all members of the workforce are continually developed through formal and informal learning
• The organisation regularly monitors and is dedicated to support workforce satisfaction and wellbeing

Person-centred governance systems

• Consumers and the community are involved in governance at all levels
• Consumers are trained and supported to meaningfully contribute
• Organisational structures and models of care are designed around the person
• There are clear accountabilities at all levels – from the board to the clinician
• Financial, strategic and operational decisions and processes are person-centred

Strong external partnerships

• Healthcare organisations have a comprehensive network of service partner and relationships
• There is a focus on seamless transitions and coordination of care
• Healthcare organisations operate as leaders in the system improvement
• Community volunteers are recognised and supported as critical partners in enhancing the patient experience

Person-centred technology and built environment

• Person-centred design principles are applied to the built environment
• Healthcare organisations are pragmatic and innovative where resources are limited
• Technology must enhance patient experiences and outcomes, but also not be relied upon alone

Measurement for improvement

• There is culture of learning and continuous improvement
• Measurement can be acted on to improve outcomes and reflects what patients and communities value

Report on the review, for further information

Review of key attributes of high-performing person-centred healthcare organisations

2018

Publication, report or update

Seven attributes of high-performing person-centred healthcare organisations were identified during this review.

Use the tool to assess your organisation’s performance and start to plan change

Download the PowerPoint file to present to management and staff

Attributes of high-performing person-centred healthcare organisations - Powerpoint

2018

Other resource

This resource is a downloadable template that can be used when providing education about great person-centred care.