Partnering with consumers and the community
SA Health values the contribution consumers and the community can make in improving health services, including service planning, designing care and service measuring and evaluation and are committed to strong consumer and community engagement.
National Safety and Quality Health Service Standard 2: Partnering with Consumers requires the involvement of consumers in the organisation and strategic processes that guide the planning, design and evaluation of health services.
Consumer and Community Engagement Governance Model
SA Health is committed to partnering with consumers and the community and understands the important role they make in improving health care services. The Consumer and Community Engagement Governance model (PDF 66KB) outlines the consumer and community advisory groups involved in service planning, designing care, measuring and evaluating health care services.
A Framework for Active Partnership with Consumers and the Community
A Framework for Active Partnership with Consumers and the Community (PDF 651KB) has been developed to ensure there are mechanisms in place to actively engage with consumers and the community in order to meet their needs and develop appropriate services. The Framework ensures the methods and practice of consumer engagement are guided by current best practice.The Framework principles and standards recognise the importance of partnering with consumers and the community and maintaining high quality and efficient health services.
Sitting fees and reimbursement recognises the significant contributions made by external individuals who bring knowledge, skills and experience that is not generally obtainable from SA Health employees.
Guide for Engaging with Consumers and the Community
The Guide for Engaging with Consumers and the Community (PDF 1.8MB) has been developed and is a practical tool to assist health care services to implement the Framework. The Guide is to be used by all SA Health staff to strengthen and improve the practice of consumer and community engagement processes across SA Health. The accompanying tools will assist staff who are planning, managing or implementing consumer and community quality improvement projects, programs activities.
Consumer and Community Advisory Committee / Group Guideline and Toolkit
The Consumer and Community Advisory Committee / Group (CACAC / CAG) Policy Guideline and Toolkit (PDF 1.2MB) is a practical tool used by SA Health to strengthen and improve the practice of consumer and community engagement processes across SA Health. The accompanying tools will assist staff who are responsible for the facilitation and management of the health care services Consumer and Community Advisory Committee / Group.
This Guide will assist staff to implement the SA Health A Framework for Active Partnership with Consumers and the Community (PDF 651KB) and SA Health Guide for Engaging with Consumers and the Community (PDF 1.8MB).
Your feedback is important
We encourage patients, consumers, families, carers and the community to provide us with feedback. We want to hear what is good, what is bad and what we can do to make the health care services better.
Consumer feedback and raising concerns provide an opportunity to observe the quality of health care from the perspective of all patients, consumers and carers.
It also assists in directing improvement in the quality of health services.
In the first instance, please talk to a staff member at the point of care. If you feel your feedback or concern has not been resolved, a list of health site contacts and telephone numbers is provided below.
Engaging with Aboriginal people
The Guide to Engaging with Aboriginal People (PDF 531KB) assists staff to conduct Aboriginal stakeholder and community engagement. It is designed to be useful preparatory reading before Aboriginal engagement is organised and commenced.
The Guide provides information about possible ways to engage Aboriginal people in a range of contexts in a culturally respectful and effective manner.
Partnering with carers
The Partnering with Carers Policy Directive has been developed in consultation with carers to reflect the priorities and needs of carers and establish principles and standards by which SA Health can demonstrate its commitment. The new policy directive replaces the existing Carers Participation Position Statement Guideline. See the Partnering with carers page for more information.
The Partnering with Consumers Accreditation Resource (PDF 1031KB) has been developed to support Health Services understand and meet actions required under the National Safety and Quality Health Service Standard 2 – Partnering with Consumers.
SA Health is committed to engaging with communities and stakeholders, so that better decisions can be made by bringing the voices of the communities and stakeholders into the issues that are relevant to them. For more information on sitting fees and reimbursement, including taxation and Centrelink considerations, see the Consumer engagement and participation page.
Other information on partnering with consumers and the community
- Consumer and community engagement
- Consumer experience
- Consumer feedback and complaints management
- HCSCC Charter of Healthcare Rights, including translated information sheets and brochures
- Health literacy
- Partnering with cultural and linguistically diverse consumers
- Patient and consumer centred care
The Australian Commission on Safety and Quality in Health Care have developed a number of resources to help health care 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 sheets
- 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
Pat Ranieri, Senior Project Officer
Telephone: (08) 8226 2567