Patient, carer, family and community

​​​​​​​​​​​At the patient, carer, family and community level of decision making and governance, clinical and operational decisions have a direct impact on patient care.

What does success look like at this level?

  • Aboriginal peop​le are embedded into decision-making processes and governance structures that impact Aboriginal people in NSW Health​​​

    • Aboriginal patients, carers and their families are listened to and included in decision making using the ‘Finding your way: a shared decision making model created by mob, for mob’. This is a culturally adapted shared decision making model so that Aboriginal people can feel safe and trusted to make informed decisions based on their values and beliefs.
    • Aboriginal patients and families connect with NSW Health staff in a holistic and meaningful way and feel safe, trusted and respected as equal participants, allowing them to make informed decisions. There are formal processes in place to listen, document and report on the experiences and feedback of Aboriginal patients, carers and families.
    • Aboriginal patients and their families have access to culturally safe support and escalation processes in NSW Health hospitals and facilities. These processes are clearly communicated and accessible.

  • ​​Aboriginal NSW Health staff are recognised in the NSW Health system and are supported and empowered to participate in shared decision making, governance and accountability structures

    • Aboriginal NSW Health staff in identified patient-facing roles, for example AHWs, ALOs, and AHPs, are embedded into decision-making processes for Aboriginal patients. These staff members are empowered to participate in shared decision making about Aboriginal patients’ care throughout their patient journey in NSW Health services, including referral, triage and discharge processes.
    • Aboriginal NSW Health staff in non-identified patient-facing roles are recognised for their cultural skills and lived experience and are empowered to participate in shared decision making for care of Aboriginal patients, if they chose to do so.

  • NSW Health and the Aboriginal Community Controlled Sector have strong partnership mechanisms to provide integrated and coordinated care and services to Aboriginal people in NSW​​​

    • NSW Health systems and processes recognise and embed the role of ACCHOs in the patient journey and establish continuity of care for ACCHO Aboriginal patients between services. This includes formal referral, discharge and communication processes between ACCHOs and NSW Health services. For example, NSW Health and ACCHO clinical and operational staff have regular community of practice meetings.
    • ACCOs have partnership mechanisms in place with NSW Health to ensure that their Aboriginal clients are able to access culturally safe and appropriate care. For example, NSW SGOs have partnership mechanisms in place to ensure Stolen Generations Survivors and their families can access timely, trauma informed and culturally safe healthcare. ​

  • The NSW Health system is held accountable for improving outcomes for Aboriginal people at each level of decision making and governance​​

    • NSW Health has clear accountability mechanisms to ensure that all NSW Health patient services specifically meet the needs of Aboriginal people as outlined in the NSQHS User Guide for Aboriginal Health. For example, the NSW Health Clinical Governance in NSW Policy Directive includes governance and accountability mechanisms for clinical governance of Aboriginal health.
    • All NSW Health staff are trained and held accountable to provide culturally safe and responsive care to Aboriginal patients. All NSW Health staff are able to ask patients if they identify as Aboriginal, and if yes, practise in a culturally safe and responsive way.
    • NSW Health has a strong zero tolerance policy on racism within NSW Health services and organisations with clear accountability mechanisms. This is clearly defined in the NSW Health Code of Conduct and related policies. All NSW Health staff are held accountable to ensure that all patients and staff can work in a culturally safe and inclusive environment. ​

Examples of how the framework principles look in practice

View all case studies

 

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Current as at: Friday 27 September 2024
Contact page owner: Centre for Aboriginal Health