Safety and Quality > Our Work > Patient and Consumer Centred Care > National Safety and Quality Health Service Standard 2: Partnering with Consumers

Standard 2 of the National Safety and Quality Health Service Standards requires the involvement of consumers in the organisational and strategic processes that guide the planning, design and evaluation of health services.

The actions identified in Standard 2 build on emerging evidence of the benefits partnering with consumers can bring to health services. For example, involving consumers in service planning, delivery, monitoring and evaluation is more likely to result in services that are more accessible and appropriate for consumers.

There is no single approach to partnering with consumers. How healthcare organisations choose to establish and maintain their partnerships needs to reflect the organisation’s context, the purpose of the partnership, the desired outcomes and the environment in which the partnership is occurring. Where possible, strategies to engage with consumers should build on existing processes.

Supportive resources developed by the Commission

The Commission has developed a number of resources to help healthcare organisations better understand the requirements of Standard 2: Partnering with Consumers and to assist in identifying strategies and actions that can be taken. These include:

Safety and Quality Improvement Guide Standard 2: Partnering with Consumers

Standard 2 Fact Sheet

Tip Sheet 1: Helpful things to know when partnering with consumers

Tip Sheet 2: Getting started with partnerships with consumers

Tip Sheet 3: Training for partnerships with consumers

Tip Sheet 4: What is the rationale and intent of the actions in Standard 2

Tip Sheet 5: Preparing written information for consumers that is clear understandable and easy to use

Tip Sheet 6: How to gather feedback from consumers about patient information publications

Tip Sheet 7: Ideas for day procedure services on engaging with consumers

Tip Sheet 8: Health Literacy and the NSQHS Standards

Partnering with consumers self-assessment tool for hospitals

Patient centred care: Improving quality and safety through partnerships with patients and consumers

Partnering with consumers – embedding partnerships in health care

Other supportive resources and links

The Safety and Quality Improvement Guide Standard 2: Partnering with Consumers includes lists of key organisations and links to resources. The following links may also be helpful:

NSW Clinical Excellence Commission – Partnering with Patients Program

SA Health – A guide for engaging with consumers and the community

Paediatric Integrated Cancer Services – Toolkit for engagement and consumer participation

Our Health web site

 

The National Safety and Quality Health Service Standards drive the implementation of safety and quality systems and improve the quality of health care in Australia.

National Safety and Quality Health Service Standards