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.
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:
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:
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.