Resources

Correct identification of patients has been recognised as a critical safety issue for many years. A recent report from the UK’s Health Services Safety Investigation Body (HSSIB), compiles evidence from various investigations and sources to explore the factors contributing to patient misidentification in healthcare. The report defines 'positive patient identification' as the accurate identification of a patient to ensure they receive the correct care. Whereas, 'patient misidentification' occurs when a patient is wrongly identified as someone else, leading to potential harm from incorrect or missed treatment.

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.

Dignity in healthcare, and particularly in the care of the elderly, is seen as a basic human right, as is the right not to be harmed in the course of care. But are these rights counteracting each other?

This article explores the relationship between the management of clinical risk and the provision of dignified care to older people on acute hospital wards in the NHS. It shows that the care relationship between staff and their patients can be negatively affected by risk management practices that seek to eliminate the inherent uncertainties of clinical care. Ironically, it seems the management of clinical risk can pose a challenge to maintaining dignified care for older people.  

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.

We know that compassion and alleviating pain and symptoms generally feature high on consumers’ wish lists. But do healthcare providers feel that the latter is more useful than the former?

Most health and human services seek feedback from a formal or informal consumer group. The aged care sector is preparing for mandated consumer input into their organisations from the end of 2023. No-one wants token consumer input. But getting it right can be challenging. What are the key considerations for success?