Department of Health

Healthy Workers Initiative

Quality Framework  for the  Healthy Workers Initiative

Client / participant Engagement

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Standard

The provider actively engages with its clients and employee groups to promote healthy lifestyles.
RationaleIt is generally accepted that consumer involvement in planning, policy/program development and program provision ensures that programs are informed, relevant, appropriate and targeted.

There is emerging evidence from rigorous effectiveness studies that participant engagement can improve health outcomes, lead to more responsive programs, facilitate people’s involvement and improve quality and safety10.


Client / participant Engagement
Criteria
Why/How/ResourcesSuggested Evidence
4.1 The client/participant group is involved throughout the enrolment, program and feedback process. Why:
Client and participant involvement help to guide providers to provide acceptable, accessible, effective and high quality programs. Engaging with employees upon enrolment (e.g. initial discussions, commencement or introduction to the program) helps providers:
  • understand the needs of specific employees and groups
  • ensure participants are enrolling in appropriate programs that then can be customised to meet their needs
  • orientate the employee to the program.
Mechanisms to review program effectiveness, monitor progress according to goals, program intent and client/group perceptions provide an avenue to ascertain if the program is effective and/or needs modification to meet client needs.
How:
Provide accessible and advertised mechanisms to encourage participation in all stages of program enrolment, delivery and feedback (see 2.1).
Program enrolment stage:
  • Provide information to participants on the program including contact numbers, rights and responsibilities and avenues for complaints
  • Provide participants with an orientation / induction to the program including instruction on how the program runs and use of equipment or tools
  • Ensure participants are familiar with other members of the group and the physical facilities
  • Seek feedback from participants to ensure appropriateness of program to this group /client
  • Consider the use of social media to engage regularly with participants and non- participants
Program Delivery stage:
  • Periodically monitor participant progress and assess satisfaction throughout the program (informal or formal) e.g. questioning and observing participants and their level of engagement/participation
  • Ensure any issues are dealt with appropriately and promptly.
Feedback (evaluation) stage:
  • Establish a feedback policy and process
  • Cater for the needs and preferences of different users and offer a variety of avenues for feedback. For example consider:
    • encouraging feedback on all aspects of the program (positive and negative)
    • providing an anonymous feedback option
    • advising participants how and where they may lodge complaints with the service and/or the relevant state body
    • having a suggestion box or log book
    • using client satisfaction surveys
    • Assess feedback and determine if any changes to program design or approach are warranted.
Resources:
http://www.health.vic.gov.au/consumer/downloads/do_it_with_us.pdf Doing it With Us Not For Us: Participation in Your Health Service System 2006–09: Victorian Consumers, Carers and the Community Working Together with their Health Services and the Department of Human Services
A range of consumer engagement resources: www.healthissuescentre.org.au
Contacts for Consumer Affairs/Fair Trading/Consumer Protection departments and Tribunals and Small Claims Courts State Healthcare and Community Complaints Contacts: www.complaintline.com.au Complaint Line
http://www.hqcc.qld.gov.au/home/userszone.aspx Health Quality and Complaints Commission home page
http://www.hcscc.sa.gov.au/cgi-bin/wf.pl HCSCC Health & Community Services Complaints Commissioner
http://www.healthcomplaints.tas.gov.au/ Health Complaints Commission Tasmania home page
http://www.health.vic.gov.au/hsc/ Office of the Health Services Commission home page
http://www.healthreview.wa.gov.au/home/ Office of Health Review
http://www.hccc.nsw.gov.au/ NSW Government Health Care Complaints Commission
http://www.health.act.gov.au/c/health?a=da&did=10101609&pid=1132871229 ACT Health: Consumer Information
http://www.ombudsman.nt.gov.au/ Ombudsman NT
Evidence may include copies of:
  • client orientation checklists
  • client feedback and complaints process policies
  • program evaluation reports
  • Action Plans in response to Progress reports

Employer Participant Engagement
Criteria
Why/How/ResourcesSuggested Evidence
4.2 The provider engages with the employers to promote healthy lifestyles.Why:
Engagement with the employer an opportunity for providers to promote and advocate healthy lifestyle changes and programs. Broad based approaches to healthy lifestyle improvement will achieve greater engagement and sustainable change.
How:
Collaborate with others (key stakeholders and contacts) to promote similar programs
Organise/participate in promotional talks to community groups
Contribute articles to local newspapers or relevant newsletters
Contribute to local forums
Advocate for positive change to reduce barriers to healthy lifestyles.
Encourage adoption of Principles for Healthy Workplaces
Resources:
Community links are many and varied and likely to be specific to your own area and context. Local knowledge is the key!
http://www.facs.gov.au/sa/communities/progserv/Documents/cbpbuscse.pdf Business Case for Community Involvement
Evidence may include copies of:
  • marketing material
  • program promotion plans
  • meeting minutes
  • newspaper or newsletter articles or photos of community displays
  • consumer feedback.
At least one above
Consumer / Community Engagement
Criteria
Why/How/ResourcesSuggested Evidence
4.3 Success is celebrated.Why:
A key feature of health promotion practice is to observe and evaluate the effectiveness of efforts to improve population health.
Sharing program outcomes and success stories can:
  • provide encouragement for participants, employers and program staff to increase morale and keep working towards their goals
  • be a vehicle for celebrating achievements, sharing challenges and communicating lessons learned
  • provide an avenue to move beyond statistics and translate successes into day to day scenarios
  • support long term behaviour change
  • broaden program access, awareness and motivation in organisations
  • influence connections between providers and increase the overall body of knowledge.
How:
Providers are in the best position to decide how to celebrate success relevant to individual settings. Providers should work in partnership with employers in this regard. Options include:
  • participation and achievement awards for service providers and participants
  • hosting, arranging or participating in appropriate healthy community celebrations
  • acknowledge achievements in newsletters, local newspapers or website articles
  • submissions to relevant organisation or program award competitions
  • financial support, scholarships or bursaries for outstanding individuals or groups contributing towards healthy community goals
  • contributing to peer reviewed literature, conferences or seminars.
Evidence may include copies of:
  • award programs
  • various publication articles
  • newsletter, local newspaper or website articles
  • scholarships etc provided for healthy living community goals
  • prize giving selection criteria and ceremonies
  • competition entries.

At least one of the listed evidence

10 Horey., D & Hill, S. (2005, 8 November) Engaging Consumers in Health Policy. Paper presented at the 3rd Australian Health Policy Roundtable, Parliament House, Canberra, November 8, 2006.

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Published date: July 2012