10. PHC Partnering with Consumers

Partnering with Consumers Standard

Healthcare services develop, implement and maintain systems to partner with consumers in their own health care.

Consumer outcome

I am a partner in my own health care and my opinion is valued in designing and delivering health care.

Intention of this standard

The Partnering with Consumers Standard recognises the importance of working with consumers in the planning and delivery of their own health care and providing clear communication to minimise risks of harm. This standard, together with the Clinical Governance Standard, form a comprehensive clinical governance framework.

Criteria

Clinical governance and quality improvement systems to support partnering with consumers

Systems are designed and used to support patients, carers, families and consumers to be partners in health care.

Consumer outcome: I am supported to be a partner in my own health care.

Item	Action
Integrating clinical governance	2.01 Healthcare providers use the safety and quality systems from the Clinical Governance Standard when: Implementing policies and procedures for partnering with consumers Managing risks associated with partnering with consumers Monitoring processes for partnering with consumers

Partnering with patients in their own care

Partnering with patients underpins the delivery of care. Patients are partners in their own health care to the extent that they choose.

Consumer outcome: I can choose how I partner in my health care.

Item	Action
Healthcare rights and informed consent	2.02 The healthcare service: Uses a Charter of Rights consistent with the Australian Charter of Healthcare Rights Has processes to support the workforce to apply the principles of the Charter of Rights in the planning and delivery of health care Makes the Charter of Rights easily accessible for patients, carers, families and consumers Ensures its informed consent processes comply with legislation and best practice
Healthcare rights and informed consent	2.03 The healthcare service has processes to identify: The capacity of a patient to make decisions about their own health care A substitute decision-maker if a patient does not have the capacity to make decisions for themselves
Shared decisions and planning care	2.04 The healthcare service has processes for healthcare providers to partner with patients and/or their substitute decision-maker to plan, communicate, set and review goals, make decisions and document their preferences about their current and future health care
Shared decisions and planning care	2.05 The healthcare service supports the workforce to form partnerships with patients, carers and families so that patients can be actively involved in their own health care

Health literacy

Healthcare services communicate with consumers in a way that supports effective partnerships.

Consumer outcome: I am given the information I need, in a way I can understand, to support me in making decisions about my health care.

Item	Action
Communication that supports effective partnerships	2.06 The workforce communicates with patients, carers, families and consumers about health and health care in a way that: Is tailored to the patient’s needs and preferences Is easily understood Addresses the need for ongoing health care
Accessing healthcare service information	2.07 The healthcare service makes information available to consumers on: The services available The opening hours and how to access health care Who can access the services Estimated service costs Alternative health care when the service is closed after-hours and in an emergency Service location(s) and access details Mechanisms for providing feedback and contact details for the appropriate healthcare complaints authority

Item

Action

Communication that supports effective partnerships

2.06 The workforce communicates with patients, carers, families and consumers about health and health care in a way that:

Is tailored to the patient’s needs and preferences
Is easily understood
Addresses the need for ongoing health care

Accessing healthcare service information

2.07 The healthcare service makes information available to consumers on:

The services available
The opening hours and how to access health care
Who can access the services
Estimated service costs
Alternative health care when the service is closed after-hours and in an emergency
Service location(s) and access details
Mechanisms for providing feedback and contact details for the appropriate healthcare complaints authority

Partnering with consumers in service design

Consumers are partners in the planning, design, monitoring and evaluation of services.

Consumer outcome: My opinion matters in the development, delivery and review of healthcare services.

Item	Action
Partnerships in the planning, design, monitoring and evaluation of services	2.08 The healthcare service works in partnership with patients, carers, families and consumers to seek and incorporate their views and experiences into the planning, design, monitoring and evaluation of services

Explanatory notes

Partnering with consumers

Delivering health care that is based on partnerships provides many benefits for patients, consumers, healthcare providers, healthcare services and the health system.

Effective partnerships exist when people are treated with dignity and respect, information is shared with them, and participation and collaboration in healthcare processes are encouraged and supported to the extent that people choose.¹ Effective partnerships, a positive experience for service users, and high-quality health care and improved safety are linked.^2,3,4

At the individual level, partnerships relate to the interaction between healthcare providers and patients when health care is provided. This involves providing health care that is respectful; sharing information in an ongoing way; working with patients, carers and families to make decisions and plan health care; and supporting and encouraging patients to actively participate in their own health care.²

At the healthcare service level, partnerships relate to the relationship with consumers that values and incorporates their views into the planning, design, monitoring and evaluation of services.²

The processes involved with these partnerships will vary according to the type and size of healthcare services delivered.

Clinical governance framework

A healthcare service’s clinical governance framework describes the safety and quality systems and processes that need to be in place to ensure the delivery of safe, high-quality health care. The existence of a robust clinical governance framework provides assurances to patients and the community of safe health care as well as driving improvements in services.

Healthcare services implementing the Partnering with Consumers Standard together with the Clinical Governance Standard will establish a clinical governance framework. This will provide a foundation to support the implementation of the third Clinical Safety Standard, which considers high-risk areas commonly encountered in primary and community healthcare services.

Charter of Rights

A healthcare service’s Charter of Rights describes the rights that consumers, or someone they care for, can expect when receiving health care. The healthcare service’s Charter of Rights should be consistent with the Australian Charter of Healthcare Rights. In using a Charter of Rights, the healthcare service ensures the seven healthcare rights described in the charter are upheld in the planning and delivery of health care.

References

Institute for Patient- and Family-Centred Care. Advancing the practice of patient- and family-centred care in primary care and other ambulatory settings: how to get started. Bethesda: IPFCC; 2008.
Australian Commission on Safety and Quality in Health Care. Patient-centred Care: Improving quality and safety through partnerships with patients and consumers. Sydney: ACSQHC; 2011.
Doyle C, Lennox L, Bell D. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open. 2013 Jan 3;3(1).
Rathert C, Wyrwich MD, Boren SA. Patient-centered care and outcomes: a systematic review of the literature. Med Care Res Rev. 2013 Aug;70(4):351-379.

Downloads

National Safety and Quality Primary and Community Healthcare Standards

Find more in our resource library

Primary care