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There are many benefits of enhancing consumer and staff satisfaction in human services, but something we don’t often discuss is the potential financial advantage. Creating a great experience for both consumers and staff can be viewed as a professional and ethical imperative; and also as a strategic business investment.
Investment in digital health is advancing rapidly. In 2020, the total global funding for digital health was the highest recorded at US $26.5 billion. A global appetite for digital health, fuelled by the COVID-19 pandemic and the associated rapid adoption of point-of-care technological solutions, including telehealth, has driven the digital disruption of health care.
A ready reckoner for evolving consumer engagement from ‘informing’ to ‘empowering’. Includes a meaningful ‘promise’ to consumers at each participation level that clarifies the outcome of achieving each engagement level.
Consumers’ perspectives and active engagement are critical to making health systems safer and more person-centred. Consumers, families, caregivers and the community can contribute towards improving care-related safety at the clinical (local), institutional (e.g., hospital, nursing home), community (e.g., primary care, home care) and national (in the development of national policies) levels of healthcare systems.
Where do we start to increase consumer satisfaction in a seemingly endless sea of consumer touchpoints? Sometimes we put a lot of time and effort into improving things with little satisfaction or ‘bang for buck’. Sometimes we focus on what we think the problems are from our interpretation of feedback data – which may or may not reap satisfaction benefits. There are also confounding factors such as consumer age and health status that can confuse and tilt results.
The critical importance of complaint handling is as strong as ever. Being able to raise a grievance or complaint is a fundamental human right. Engaging effectively and respectfully with complaints is about engaging effectively and respectfully with the community and being willing to improve the quality of care.
Compassionate care is central to person-centred care. Along with the safety and cost reductions associated with person-centred care, placing the person at the centre of their care and keeping them informed is the right thing to do.
This Guide is a reference tool to support practitioners in understanding the complex ethical and legal requirements surrounding informed decision-making about healthcare.
Consumer involvement in our care organisations ensures a measurable increase in knowledge and skill, enhances problem-solving, introduces new ways of looking at and doing things; and ultimately gives organisations greater adaptability in a changing environment.
The Experience-Based Co-Design Toolkit provides a convenient reference to equip those working in the health sector with the tools and approaches to bring consumers and health workers together in an authentic and equal partnership to co-design care to deliver an improved experience.
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