Health literacy

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

Submit your feedback

You are invited to provide feedback on the content under the following sub-headings: explanatory notes, key tasks, reflective questions, examples of evidence and where to go for more information.

You can provide feedback by:

  • Responding to a short online survey
  • Providing a written submission to pchs@safetyandquality.gov.au
  • Responding to the website polling questions below.
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.

Intention of this standard

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

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:

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

Accessing healthcare service information

2.07—The healthcare service makes information available to consumers on:

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