Digital Mental Health Partnering with Consumers Standard

Service users are aware of their healthcare rights and their rights are respected by service providers.

• Does the service provider have a charter of rights that is consistent with the Australian Charter of Healthcare Rights?
• How are service users made aware of the service provider’s charter?
• How do service users view and use the service provider’s charter?

• Policy documents that describe the use of a charter of rights
• A charter of rights that is consistent with the Australian Charter of Healthcare Rights and available in different languages and formats, consistent with the service user profile
• Observations showing that a charter of rights is accessible to service users
• Information or resources that explain service users’ healthcare rights
• Evidence that service users received information about their healthcare rights and responsibilities – for example, audits of service users, interviews and surveys
• A service intake checklist that includes provision and explanation of a charter of rights
• Feedback from service users about their awareness of the charter of rights.

Service providers ensure appropriate informed consent is explained and obtained whenever it is relevant to their processes and services.

• How does the service provider ensure that the informed consent policy complies with legal requirements and best practice in informing consumers about the nature, risks and benefits of their services and what outcomes users can expect from using the services?
• How does the service provider monitor legal and policy compliance of its consent processes?

• Policy documents for informed consent that reference relevant legislation or best practice and consider issues such as:
  • when consent should be obtained
  • when consent is not required
  • how to get consent from service users from culturally and linguistically diverse backgrounds
  • consent for young people
  • training documents on informed consent processes
• A standardised consent form that is in use
• Results of audits of compliance with informed consent policies, procedures and protocols
• Results of service user experience surveys, and actions taken to deal with issues identified about informed consent
• Information packages or resources about treatment and consent processes; they should be available for service users in different formats and languages, consistent with the service user profile
• Feedback about the consent process from service users.

Service users are supported to make decisions about their care wherever possible, and substitute decision-makers are involved in decision-making, if supported decision-making is not possible.

• What decisions are service users asked to make in using digital mental health services?
• What processes are in place to identify a service user’s capacity to make decisions about their own care?

• Policy documents or processes for:
  • identifying a patient’s capacity for making decisions about their care
  • identifying a substitute decision-maker, if a patient does not have the capacity to make decisions about their care
  • documenting the persons responsible for making substitute decisions – for example, legal (including enduring) guardians, spouses, carers, close friends or relatives, or an appropriate tribunal
• Results of audits of healthcare records that identify patients’ capacity to make decisions and confirm the identity of the substitute decision-maker, if required
• Results of audits of healthcare records for compliance with policies, procedures and protocols, and completeness of documentation relating to advocacy or guardianship.

Service users receive safe and high-quality care by being involved in decisions and planning about current and future care.

• How does the service provider partner with service users to plan, communicate, set goals, and make decisions about current and future care?
• How does the service provider review its processes for partnering with service users?

• Policy documents about partnering with service users in their care, including policies on communication and interpersonal skills, shared decision-making and health literacy
• Training documents about partnering with service users in their care and in shared decision-making
• Results of audits of healthcare records to identify the involvement of clinicians and service users in developing a plan of care
• Analysis of feedback data from the workforce about partnering with service users in their care.

Service users receive the information they need in a way that is appropriate for them.

• How are the communication needs of diverse service users identified?
• What strategies are used to tailor communication to meet the needs of diverse service user populations?

• Policy documents about communication and addressing the diversity of the communities that the service provider serves
• A demographic profile or demographic survey for the service provider that identifies the diversity of its service users
• Results of an assessment of the communication needs of service users
• Demographic data from external sources that are used as part of strategic and communication planning to help identify the diversity and needs of service users
• Training documents about cultural awareness and diversity
• Service user information or resources that are culturally appropriate, and are available in various languages and accessible formats
• Feedback from service users from diverse backgrounds during the development or review of information packages or resources
• Committee and meeting records that show that the service provider is responding to the needs of the service user population
• Reports on use of interpreters
• Feedback from service users and carers about whether communication processes meet their needs
• Observations that clinicians have access to communication resources that provide contact details for support services such as local service user health advocates, interpreters and cultural support and liaison services.

Service users receive the information they need to get the best health outcomes, and this information is easy to understand and act on.

• How does the service provider assess whether the communication of information to service users meets their needs and is easy to understand?

• Policy documents about communication, including the use of plain language, health literacy, and addressing the needs of service users
• Results of a needs assessment project that identifies service user information needs
• Training documents about communication methods
• Service user information packages or resources that show ease of understanding and use
• Feedback from service users during the development or review of information packages or resources, and the actions taken in response to the feedback
• Feedback from service users about whether communication processes meet their needs.

The diversity of service users and their support people helps shape the way the service provider operates its digital mental health services to achieve mutually beneficial outcomes.

• How does the service provider involve service users, consumers and carers in the governance, planning, design, measurement and evaluation of services?
• What processes are in place to ensure that the diversity of service users is reflected in these partnerships?
• How does the service provider review and evaluate their processes for partnering with service users, consumers, carers, families and support people?

• Policy documents that describe the service provider’s requirement for partnering with service users, consumers, and carers, including in governance, planning, design, measurement and evaluation
• Training documents for management and the workforce about partnering with service users in governance, planning, design, measurement and evaluation
• Tools to support partnering with service users, consumers and carers
• Minutes of committee meetings that show the participation of service users, consumers and carers in governance, planning, design, measurement and evaluation
• Recruitment processes that engage service users, consumers and carers as partners in governance, planning, design, measurement and evaluation
• Observations of service users, consumers and carers taking part in making decisions about governance, planning, design, measurement and evaluation.

Service users partnering in organisational design and governance have the skills and knowledge they need to be able to contribute effectively and safely.

• What training and support are offered to service users who are partnering in the governance, design, measurement and evaluation of the service provider?
• How is feedback from service users used to evaluate and improve the effectiveness of the support provided?

• Orientation and training resources for service users, consumers, and carers to support their partnering in governance, planning, design, measurement and evaluation
• Feedback from service users, consumers, and carers about their experiences of orientation, support, and education to help them take part in governance, planning, design, measurement and evaluation
• Surveys of service users, consumers and carers about the support and education needed to aid their participation in governance, planning, design, measurement and evaluation
• A position description for the role of a consumer engagement coordinator or facilitator.

The workforce has an understanding of health care from the service user’s perspective, and the value that consumers can bring to organisational design and governance.

• How does the design and delivery of workforce training and education by the service provider reflect the involvement of service users?

• Policy documents that describe the approach to training and educating the workforce, including the need to incorporate the views and experiences of service users
• Training and education resources that show that the views and experiences of service users have been incorporated
• Assessment of the training and education needs of the workforce, and responses to this that incorporate the views and experiences of service users
• Recruitment of service users as trainers or educators
• Analysis of service user feedback and complaints; give priority to issues to be incorporated into workforce training and education.

The functioning of the service is optimised for service users and the experience of using the service is positive for the service user.

• How are service users involved in the development and review of the service to optimise functionality?
• How does the service provider engage with service users to assess the cultural safety of the service?
• How does the service provider optimise the use of the service by the intended users?
• What processes are in place for the service provider to assess the level of satisfaction of service users with the service?

• Committee and meeting records that show service user involvement in the development and review of services
• Feedback from service users who have been engaged in the development and review of services
• Evaluation reports about services that identify how service users were involved in development and review
• Examples of services that have changed in response to service user feedback
• Communication with service users who provided input into the development or review of services, including about the types of changes made in response to their participation and feedback.

Accessibility of the service is optimised for service users, taking account of the types of barriers that may affect access to the service.

• What processes are in place to minimise barriers to access for service users?
• How does the service provider consider the language, location, age, culture and ability of the service users in the design and delivery of the service?
• Is the service compatible with commonly used assistive technologies?
• Does the service meet relevant national standards for webpages and web applications?
• How is the accessibility of the service measured and improved?

• Information available to service users to promote access to the service provider’s services
• Results of audits of the service provider’s services that reflect the accessibility of services to the intended users
• Examples of assistive technologies available to the service users
• Examples of compliance with relevant standards for web page or web application (e.g. WCAG 2.0 or 2.1)
• Results of service user surveys about the accessibility of services, including from people with diverse disabilities
• Feedback from service users about the accessibility of services and evidence of actions taken in response to feedback.