CriteriaDefinition
1. Access, equity and affordability
  • People can access services to address their healthcare needs and to manage their condition/s. This includes access to safe, quality, timely and appropriate services, treatments, preventative care and health promotion.
  • Healthcare services, professionals and the healthcare system recognise and address dimensions of health inequality such as those related to geographic location, socioeconomic status, language, culture or Indigenous status.
  • People can afford the treatment and care that they require.[33] 
2. Information and understanding People are provided with accurate, relevant and comprehensive information, that considers their individual condition, language, age, understanding, abilities and culture. This healthcare information is open, timely and appropriate and delivered in a way the consumer can understand. This information includes (but is not limited to): discharge information, information about medicines, treatments and devices, danger signs to look out for and clear, comprehensible information for self-care.[34] 
3. Informed consent (including informed financial consent)
  • Patients are provided with all the relevant information to support their agreement (or not) to any medical or health procedure. This involves being informed by their treating professional/s about their options, understanding the benefits and any risks associated with the procedure and being supported by their treating professional(s) to make a decision about their care.
  • Patients are provided with clear, timely and comprehensible information about the cost of treatments and procedures. [35] 
4. Appropriate carePatients receive the right care, at the right place, at the right time, and from the right professional.
5. Respectful carePatients receive care that demonstrates respect for their culture, beliefs, values and personal characteristics, and for their preferences and expressed needs.[36] 
6. Whole of person carePatients receive care that recognise and responds to their mental, physical and emotional wellbeing.
7. Coordinated care and supported transitionsPatients experience care that is coordinated and integrated of care, with smooth transitions between different services.[37]
8. Safety and quality
  • Care and treatment do not harm the consumer.
  • Any harms and risks involved in treatment are clearly communicated and understood by the consumer.
  • If an adverse event occurs, this is openly disclosed.
  • Consumers who have not received appropriate care can make complaints and seek restitution through complaints and oversight mechanisms.
  • Healthcare organisations have a culture of openness and transparency around safety and quality, and processes to respond to complaints and feedback.
  • Healthcare organisations have a learning culture and processes to support continuous quality improvement.[38]
9. Control and choice
  • Consumers are involved in self-management of their health and any health conditions. This can involve having the knowledge, skills and confidence to manage one’s own health, and having a choice of healthcare provider.[39]
  • Patients have opportunities to be involved in health policy, and take shared responsibility for policy-making through meaningful and supported engagement in all levels and at all points of decision-making.[40]
10. Social, economic and community participation

Consumers receive healthcare that supports their social, economic and community participation – for example studying, training, working and/or taking part in community activities. [41]

Consumers have safe, secure housing; freedom from stigma and discrimination; and a sense of connection to culture. These enable and underpin participation and good health.[42]

11. Carers and support
  • Consumers are supported by family, friends or other carers.[43]
  • Carers, family and friends are supported to care for the patient.
  • Family, friends or other carers should be involved in decision-making and care planning in support of the patient. [44]

References

[33] Australian Commission on Safety and Quality in Healthcare (2008) Australian Charter of Healthcare Rights;  International Association of Patients Organizations (2006) Declaration on Patient-Centred Healthcare (IAPO: London)

[34] International Association of Patients Organizations (2006) Declaration on Patient-Centred Healthcare (IAPO: London); Picker Institute (2013) Principles of Patient-Centred Care; Coulter, Angela (2005) What do patients and the public want from primary care? (BMJ 2005, 331: 1199)

[35] Consumers Health Forum of Australia (2013) Why do I even need this test? An Informed Consent Resource for Consumers (CHF: Canberra)

[36] Australian Commission on Safety and Quality in Healthcare (2008) Australian Charter of Healthcare Rights; Picker Institute (2013) Principles of Patient-Centred Care

[37] Picker Institute (2013) Principles of Patient-Centred Car; Coulter, Angela (2005) What do patients and the public want from primary care? (BMJ 2005, 331: 1199)

[38] Australian Commission on Safety and Quality in Healthcare (2008) Australian Charter of Healthcare Rights

[39] Hibbard, Judith, Jean Stokard, Eldon Mahoney and Martin Tusler (2004) Development of the Patient Activation Measure (PAM): Conceptualising and Measuring Activation in Patients and Consumers (Health Services Research August 2004, 39(4 Pt1): 1005-1026); World Health Organisation (2001) WHO multi-country study on health and responsiveness 2000-2001 (WHO: Geneva) 

[40] International Association of Patients Organizations (2006) Declaration on Patient-Centred Healthcare (IAPO: London)

[41] International Association of Patients Organizations (2006) Declaration on Patient-Centred Healthcare (IAPO: London)

[42] Mental Health Council of Australia (2013) Measuring a Contributing Life, MHCA consultations on targets and indicators to drive mental health reform (MHCA: Canberra)

[43] Bowling, Ann (2005) Measuring Health, A review of quality of life measurement scales (McGraw-Hill Education, Berkshire) 

[44] Picker Institute (2013) Principles of Patient-Centred Care

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