Resources

Home/Resources

Latest articles and information - Tag :: Consumers

Access a range of articles and resources written by clinical governance experts and search our carefully curated list of safety and quality journal articles and reports.

AICG articles, resources and curated journals and reports are available to all AICG members. Members must be logged in, in order to access all content. Users who are not AICG members will only be able to access publicly available articles. 

AICG Articles

Showing 1–9 of 9 articles
Three levers to increase consumer satisfaction in outpatients – and beyond
Three levers to increase consumer satisfaction in outpatients – and beyond

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.

Consumer partnerships
Consumer satisfaction
Consumers
Practical tactics for supporting successful consumer committees
Practical tactics for supporting successful consumer committees

Partnering with consumers in the planning, delivery and evaluation of health services is an essential component of person-centred care. There are many ways to partner with consumers to improve health services, including formal group partnerships (such as committees, boards or steering groups). However, consumer and health providers' views and experiences of formal group partnerships remain unclear. In this qualitative evidence synthesis of 33 studies, the authors focus specifically on formal group partnerships where health providers and consumers share decision-making about planning, delivering and/or evaluating health services, looking at the pros and cons and what supports success.

Consumer partnereships
Consumers
Better practice complaint handling guide
Better practice complaint handling guide

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.

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
Compassionate care bundle
Compassionate care bundle

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.

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
Guide to informed decision-making in healthcare
Guide to informed decision-making in healthcare

This Guide is a reference tool to support practitioners in understanding the complex ethical and legal requirements surrounding informed decision-making about healthcare.

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
The VCCC Alliance consumer engagement toolkit
The VCCC Alliance consumer engagement toolkit

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.

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
The AHHA Experience Based Co-Design Toolkit
The AHHA Experience Based Co-Design Toolkit

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.

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
Compassion – quality improvement’s secret weapon
Compassion – quality improvement’s secret weapon

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?

Communication
Consumer partnerships
Consumers
Decision-making
Person-centred care
Should violation of consumers’ emotional safety be a ‘never event’?
Should violation of consumers’ emotional safety be a ‘never event’?

We think of consumer safety primarily in terms of physical harm. But consumers often conceptualise safety as ‘feeling safe’, as well as ‘being safe’.  

Violating a consumer’s emotional safety while avoiding physical harm is not yet embedded in consumer safety reporting. We know that consumers can experience emotionally harmful experiences as they navigate health services, such as: disregard for their opinion, not being listened to, rudeness and abuse. Are we doing consumers and families a disservice by ignoring or denying harm that doesn’t fit our organisational definition?

Consumers
Newsletter
Psychological Safety
Public
Safety
Showing 1–9 of 9 articles

Tags

Accreditation
Acute care
Advance Care Directives
Adverse events
Aged care
AI
Appropriateness
Audit
Audits
Bias
Building capabilities
Burnout
Change
Change improvement
Change management
Clinical audit
Clinical care
clinical governance framework
Clinical leadership
Clinical risk
Clinical risk management
Committees
Communication
Community
Community Care
Compassion
Complex adaptive systems
Compliance
Consent
Consumer
Consumer experience
Consumer participation
Consumer partnereships
Consumer partnership
Consumer partnerships
Consumer safety
Consumer satisfaction
Consumers
Continuous improvement
COVID-19/Infection control
Credentialling
Culture
Data
Decision making
Decision-making
Dementia
Digital health
Disability
Disability governance
Duty of care
Effectiveness
End of life
Engagement
Evidence
Evidence-based practice
Facilitation
Falls
Frameworks
Governance reforms
Governing body
Healthcare
Human factors
Improve clinical care
Improvement
Improvement science
Incident management
Incident reporting
Indigenous Health
Infection control
Innovation
Integrated Care
Job satisfaction
Leadership
Learning
Lessons from overseas
Lightbulb moment
Machine learning
Making things happen
Management
Managing conflict
Managing people
Managing people and systems
Managing politics
Managing self
Measurement
Member
Mental health
Messaging
Mindset
Modelling
Negative behaviours
Newsletter
Nursing
Obstetrics
Open Access Resources
Open Disclosure
Paediatrics
Pain
Palliative Care
Partner with consumers
Patient safety
PDSA cycle
Performance
Person-centred care
Point of care
PREMS
Preventable Harm
Preventative medicine
Primary & Community Care
Professional Conduct
Professional Development
Psychological Safety
Public
Quality
Quality care
Quality committee
Quality data
Quality director
Quality governance
Quality improvement
Quality manager
Quality plans
Quality practitioner
Quality professional
Quality reporting
Quality system
Quality tools
Records
Reform
Regulatory reform
Reporting
reports
Research
Residential care
Resources
Restrictive practices
Risk management
Roles and responsibilities
Royal Commissions
Safety
Safety Culture
Satisfaction
Self-reflection
Sepsis
Simulation
SIRS
Social Care
Social determinants of health
Speaking Out
Standards
Strategic quality
Strategy
Systems Thinking
Teamwork
Technology
Telehealth
Template
Tool
Training
Transition
Variation
Wellbeing
What is clinical governance?
WHS
Workforce
subscribe to receive the latest updates and articles