Consumer Engagement and Partnership Framework Assessment
Assessing consumer engagement levels within an organization based on consumer input, involvement, partnership, shared leadership, co-design practices, equity principles, workforce diversity, systems for capturing consumer views, and responsiveness to consumer feedback. The framework evaluates current practices and identifies areas for improvement to enhance community engagement and service delivery.
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1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating Consumer input is rarely sought when looking at changes and improvements. Consumer input is sometimes sought when looking at changes and improvements. Representation is limited to those immediately affected by the change. Processes are not clear or transparent. Consumer input is regularly sought when looking at changes and improvements. Representation is expanded to include various groups/stakeholders. Processes are clear and transparent. Consumer input is always sought when looking at changes and improvements. Diverse representation reflects the population. Processes are clear and transparent, and consumers are advised how they have influenced change and decision making. Engagement The environment to support community engagement Co-design is not understood or used by staff when looking at changes and improvements. Co-design is a method that is understood by some staff but has not been used by when looking at changes and improvements. Co-design is used and applied by parts of the service. Co- design is regularly used to improve the system for staff and consumers. Co-design is used and applied throughout the whole service. Co-design is always used to improve the system for staff and consumers. Equity is a principle that not well understood or discussed. Equity is a principle that is understood and discussed by some staff. There is an intent to achieve equity for the community. Equity is a principle that is widely understood and discussed. There is intent and planning to achieve equity for the community. Equity is a principle that is understood and discussed. There is an intent to achieve equity for the community and actions taken towards achieving it. There is limitedevidence that the organisation encourages a diverse workforce. The organisation encourages a diverse workforce through recruitment but the community we serve is not reflected in our workforce. The organisation is working toward a diverse workforce through recruitment and the community we serve is somewhatreflected in our workforce. The organisation employsa diverse workforce through strategicrecruitment and the community we serve is fully reflected. Consumers are included on interview panels where appropriate
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There is a lack of systems in place to capture and understand the views and experience of consumers and wh nau or to respond to them. There are emerging systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. Information captured reflects some of the community groups we serve. There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. We ensure we are capturing diverse feedback that fully reflects the communities we serve. (E.g. M ori, Pacific, youth, older, different socioeconomicgroups, LGBTQI+) Responsiveness Responding to and acting on what consumers are saying about the service and having the right information at the right time for consumers accessing services Information and resources are developed without consultation Information and resources are developed with some consumer input Information and resources are regularly co-designed with consumers and address the needs of some of the community groups we serve. Information and resourcesare always co-designed with consumers and fully address the needs of the community groups we serve Staff do not demonstrate the skills required for ensuring consumers are involved in the development and implementation of services. (E.g. co-design, listening behavioural science) Staff demonstrate limited skills required to ensure consumers are involved in the development and implementation of services (E.g. co-design, listening behavioural science) Staff use some of the skills required to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science Staff fully utilise a variety of skills to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There are some options for consumers to provide feedback There are some options for consumers to provide feedback There are a range of options for consumers to provide feedback. No matter what form the feedback takes it is acknowledged and responded to. Most elements of feedback are used to address issues and improve the services provided. There are a wide range of options for consumers to provide feedback. Experience Systems in place to capture consumer experience and act upon the results It is not always clear whether feedback is acknowledged. Certain forms of feedback are acknowledged and responded to. Limited elements of feedback are used to address issues and improve the services provided. No matter what form the feedback takes it is acknowledged and responded to. All feedback is used to address issues and improve the services provided. Feedback is collected but not acted upon. There is a lack of measures for monitoring patient experience and feedback. Patient experience and feedback is measured and this information is shared with staff Patient experience and feedback is measured and this information is shared with staff and consumers. Patient experience and feedback is measured and this information is shared with staff and consumers. Reporting is regular and timely. Actions taken on feedback is consistent,transparent and visible across the wider system. Actions on feedback do not occur or are hidden from staff & consumers. Actions taken on some elements of feedback is visible but limited to within the service Regular actions are taken on feedback and these are visible across the service.
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating Consumer input is rarely sought when looking at changes and improvements. Consumer input is sometimes sought when looking at changes and improvements. Representation is limited to those immediately affected by the change. Processes are not clear or transparent. Consumer input is regularly sought when looking at changes and improvements. Representation is expanded to include various groups/stakeholders. Processes are clear and transparent. Consumer input is always sought when looking at changes and improvements. Diverse representation reflects the population. Processes are clear and transparent, and consumers are advised how they have influenced change and decision making. Engagement The environment to support community engagement Co-design is not understood or used by staff when looking at changes and improvements. Co-design is a method that is understood by some staff but has not been used by when looking at changes and improvements. Co-design is used and applied by parts of the service. Co- design is regularly used to improve the system for staff and consumers. Co-design is used and applied throughout the whole service. Co-design is always used to improve the system for staff and consumers. Equity is a principle that not well understood or discussed. Equity is a principle that is understood and discussed by some staff. There is an intent to achieve equity for the community. Equity is a principle that is widely understood and discussed. There is intent and planning to achieve equity for the community. Equity is a principle that is understood and discussed. There is an intent to achieve equity for the community and actions taken towards achieving it. There is limitedevidence that the organisation encourages a diverse workforce. The organisation encourages a diverse workforce through recruitment but the community we serve is not reflected in our workforce. The organisation is working toward a diverse workforce through recruitment and the community we serve is somewhatreflected in our workforce. The organisation employsa diverse workforce through strategicrecruitment and the community we serve is fully reflected. Consumers are included on interview panels where appropriate
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There is a lack of systems in place to capture and understand the views and experience of consumers and wh nau or to respond to them. There are emerging systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. Information captured reflects some of the community groups we serve. There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. We ensure we are capturing diverse feedback that fully reflects the communities we serve. (E.g. M ori, Pacific, youth, older, different socioeconomicgroups, LGBTQI+) Responsiveness Responding to and acting on what consumers are saying about the service and having the right information at the right time for consumers accessing services Information and resources are developed without consultation Information and resources are developed with some consumer input Information and resources are regularly co-designed with consumers and address the needs of some of the community groups we serve. Information and resourcesare always co-designed with consumers and fully address the needs of the community groups we serve Staff do not demonstrate the skills required for ensuring consumers are involved in the development and implementation of services. (E.g. co-design, listening behavioural science) Staff demonstrate limited skills required to ensure consumers are involved in the development and implementation of services (E.g. co-design, listening behavioural science) Staff use some of the skills required to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science Staff fully utilise a variety of skills to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There are some options for consumers to provide feedback There are some options for consumers to provide feedback There are a range of options for consumers to provide feedback. No matter what form the feedback takes it is acknowledged and responded to. Most elements of feedback are used to address issues and improve the services provided. There are a wide range of options for consumers to provide feedback. Experience Systems in place to capture consumer experience and act upon the results It is not always clear whether feedback is acknowledged. Certain forms of feedback are acknowledged and responded to. Limited elements of feedback are used to address issues and improve the services provided. No matter what form the feedback takes it is acknowledged and responded to. All feedback is used to address issues and improve the services provided. Feedback is collected but not acted upon. There is a lack of measures for monitoring patient experience and feedback. Patient experience and feedback is measured and this information is shared with staff Patient experience and feedback is measured and this information is shared with staff and consumers. Patient experience and feedback is measured and this information is shared with staff and consumers. Reporting is regular and timely. Actions taken on feedback is consistent,transparent and visible across the wider system. Actions on feedback do not occur or are hidden from staff & consumers. Actions taken on some elements of feedback is visible but limited to within the service Regular actions are taken on feedback and these are visible across the service.
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating and comments Consumer input is rarely sought when looking at changes and improvements. Consumer input is sometimes sought when looking at changes and improvements. Representation is limited to those immediately affected by the change. Processes are not clear or transparent. Consumer input is regularly sought when looking at changes and improvements. Representation is expanded to include various groups/stakeholders. Processes are clear and transparent. Consumer input is always sought when looking at changes and improvements. Diverse representation reflects the population. Processes are clear and transparent, and consumers are advised how they have influenced change and decision making. Engagement The environment to support community engagement The consumer council is newly established, with a lack of resources, systems, and processes. The consumer council is newly established, partially resourced, and evaluation has not yet occurred The consumer council is well established, partially resourced, and occasionally evaluated. The consumer council is well established, resourced, and regularly evaluated. Equity is a principle that not well understood or discussed. Equity is a principle that is understood and discussed by some staff. There is an intent to achieve equity for the community. Equity is a principle that is widely understood and discussed. There is intent and planning to achieve equity for the community. Equity is a principle that is understood and discussed. There is an intent to achieve equity for the community and actions taken towards achieving it. Membershipof the consumer council lacks diversity and there is a lack of evidence that the organisation has tried to recruit to ensure membership represents the population we serve. Membershipof the consumer council lacks diversity but the organisation has tried to recruit to ensure membership represents the population we serve. Membership of the consumer councilhas some diversity and the organisation is working towards ensuring the membership represents the population we serve. Membership of the consumer councilis diverse and the organisation has a strategy to ensure membership represents the population we serve.
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating and comments There is a lack of systems in place to capture and understand the views and experience of consumers and wh nau or to respond to them. There are emerging systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. Information captured reflects some of the community groups we serve. There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. We are capturing diverse feedback that fully reflects the communities we serve. (E.g. M ori, Pacific, youth, older, different socioeconomic groups, LGBTQI+) Responsiveness Responding to and acting on what consumers are saying about the service and having the right information at the right time for consumers accessing services Community voices are not brought to the attention of senior leaders Community voices are brought to the attention of senior leaders within the organisation but not acted upon. Community voices are brought to the attention of senior leaders within the organisation and sometimes acted upon Community voices are brought to the attention of senior leaders within the organisation and always acted upon Information and resources are developed without consultation. Information and resources are developed with some consumer input. Information and resources are regularly co-designed with consumers and address the needs of some of the community groups we serve. Information and resources are always co-designed with consumers and fully address the needs of the community groups we serve. It is difficult for people to find and access what they need, at the right time (e.g. websites are up-to- date and easy to follow, signage is clear for all groups). Some people to find and access what they need, at the right time (e.g. websites are up-to-date and easy to follow, signage is clear for all groups). Most people can find and access what they need, at the right time. (e.g. websites are up-to-date and easy to follow, signage is clear for all groups). Everyone can find and access what they need, at the right time. (e.g. websites are up-to-date and easy to follow, signage is clear for all groups). Staff do not demonstrate the skills required for ensuring consumers are involved in the development and implementation of services. (E.g. co-design, listening behavioural science) Staff demonstrate limited skills required to ensure consumers are involved in the development and implementation of services (E.g. co-design, listening behavioural science) Staff demonstrate some of the skills required to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science Staff demonstratevariety of skills to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating and comments There are some options for consumers to provide feedback. There are some options for consumers to provide feedback. There are a range of options for consumers to provide feedback. There are a wide range of options for consumers to provide feedback. Experience Systems in place to capture consumer experience and act upon the results It is not always clear whether feedback is acknowledged. Certain forms of feedback are acknowledged and responded to. No matter what form the feedback takes it is acknowledged and responded to. No matter what form the feedback takes it is acknowledged and responded to. Feedback is collected but it is not know if it is acted upon. Some elements of feedback are used to address issues and improve the services provided. Feedback loop is sometimes closed so we understand how the feedback has influenced decisions and change. Most elements of feedback are used to address issues and improve the services provided. Feedback loop is mostly closed so we understand how the feedback has influenced decisions and change. Feedback is sought and used to address issues and improve the services provided. Feedback loop is always closed so we understand how the feedback has influenced decisions and change. There is a lack of visible measures for monitoring patient experience and feedback. Patient experience and feedback is measured but not shared with consumers. Patient experience and feedback is measured and this information is shared with consumers. Patient experience and feedback is measured and this information is shared with staff and consumers.
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating Consumer input is rarely sought when looking at changes and improvements. Consumer input is sometimes sought when looking at changes and improvements. Representation is limited to those immediately affected by the change. Processes are not clear or transparent. Consumer input is regularly sought when looking at changes and improvements. Representation is expanded to include various groups/stakeholders. Processes are clear and transparent. Consumer input is always sought when looking at changes and improvements. Diverse representation reflects the population. Processes are clear and transparent, and consumers are advised how they have influenced change and decision making. Engagement The environment to support community engagement Co-design is not understood or used by staff when looking at changes and improvements. Co-design is a method that is understood by some staff but has not been used by when looking at changes and improvements. Co-design is used and applied by parts of the service. Co- design is regularly used to improve the system for staff and consumers. Co-design is used and applied throughout the whole service. Co-design is always used to improve the system for staff and consumers. Equity is a principle that not well understood or discussed. Equity is a principle that is understood and discussed by some staff. There is an intent to achieve equity for the community. Equity is a principle that is widely understood and discussed. There is intent and planning to achieve equity for the community. Equity is a principle that is understood and discussed. There is an intent to achieve equity for the community and actions taken towards achieving it. There is limitedevidence that the organisation encourages a diverse workforce. The organisation encourages a diverse workforce through recruitment but the community we serve is not reflected in our workforce. The organisation is working toward a diverse workforce through recruitment and the community we serve is somewhatreflected in our workforce. The organisation employsa diverse workforce through strategicrecruitment and the community we serve is fully reflected. Consumers are included on interview panels where appropriate
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There is a lack of systems in place to capture and understand the views and experience of consumers and wh nau or to respond to them. There are emerging systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. Information captured reflects some of the community groups we serve. There are established systems in place to capture and understand the views and experience of consumers and wh nau, respond to them and share this information with consumers and the organisation. We are capturing diverse feedback that fully reflects the communities we serve. (E.g. M ori, Pacific, youth, older, different socioeconomic groups, LGBTQI+) Community voices are brought to the attention of senior leaders within the organisation and always acted upon ( Responsiveness Responding to and acting on what consumers are saying about the service and having the right information at the right time for consumers accessing services Community voices are not brought to the attention of senior leaders Community voices are brought to the attention of senior leaders within the organisation but not acted upon. Community voices are brought to the attention of senior leaders within the organisation and sometimes acted upon Information and resources are developed without consultation. Information and resources are developed with some consumer input. Information and resources are regularly co-designed with consumers and address the needs of some of the community groups we serve. Information and resources are always co-designed with consumers and fully address the needs of the community groups we serve. It is difficult for people to find and access what they need, at the right time (e.g. websites are up- to-date and easy to follow, signage is clear for all groups). Some people to find and access what they need, at the right time Most people can find and access what they need, at the right time. Interactions builds understanding between patients, wh nau, and staff and co-designed health education resources and information are used when needed to support understanding. Everyone can find and access what they need, at the right time. Every interaction builds understanding between patients, wh nau, and staff and co- designed health education resources and information are used when needed to support understanding. Staff do not demonstrate the skills required for ensuring consumers are involved in the development and implementation of services. (E.g. co-design, listening behavioural science) Staff demonstrate limited skills required to ensure consumers are involved in the development and implementation of services (E.g. co-design, listening behavioural science) Staff use some of the skills required to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science Staff fully utilise a variety of skills to ensure consumers are involved in the development and implementation of services E.g. co-design, listening behavioural science
1 - Minimal 2 - Consultation 3 Involvement 4 Partnership and shared leadership Examples you could provide to show why you chose this rating There are some options for consumers to provide feedback There are some options for consumers to provide feedback There are a range of options for consumers to provide feedback. There are a wide range of options for consumers to provide feedback. Experience Systems in place to capture consumer experience and act upon the results It is not always clear whether feedback is acknowledged. Certain forms of feedback are acknowledged and responded to. No matter what form the feedback takes it is acknowledged and responded to. No matter what form the feedback takes it is acknowledged and responded to. Feedback is collected but not acted upon. Limited elements of feedback are used to address issues and improve the services provided. Most elements of feedback are used to address issues and improve the services provided. All feedback is used to address issues and improve the services provided and consumers and stakeholders are involved with and help shape the work. There is a lack of measures for monitoring patient experience and feedback. Patient experience and feedback is measured and this information is shared with staff Patient experience and feedback is measured and this information is shared with staff and consumers. Patient experience and feedback is measured and this information is shared with staff and consumers. Reporting is regular and timely. Actions taken on feedback are consistent,transparent and visible across the wider system. Actions on feedback do not occur or are hidden from staff & consumers. Actions taken on some elements of feedback is visible but limited to within the service Regular actions are taken on feedback and these are visible across the service.
