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Engaging with consumers: a guide for district health boards – additional reading and useful links
These readings and links accompany the Health Quality & Safety Commission's document Engaging with consumers: a guide for district health boards (DHB), and are arranged by theme. The guide is available here.
- Graeme Norton, Chair, Hawkes Bay Health consumer council
- Jay O’Brien, patient experience manager, Waitemata DHB
- Joanne Henare, family and whānau advisor mental health and addiction services, Midcentral DHB
- Wendy Entwistle, consumer engagement facilitator, Waikato DHB
- Traci Stanbury, consumer representative, South Island Alliance
- Renee Greaves patient and whānau care advisor, Counties Manukau DHB
- Northland DHB consumer council story – Lianne Penney, portfolio manager, Northland Health Services Plan
- Bay of Plenty DHB integrated health care strategy 2020
- Canterbury DHB family advisory council (FAC) member advertisement
- Canterbury DHB FAC application form
- Canterbury DHB FAC position description
- Canterbury DHB FAC terms of reference
- Canterbury DHB FAC flow chart showing communication with DHB
- Canterbury DHB FAC flow chart showing organisational structure
- Canterbury DHB youth advisory council terms of reference
- Capital & Coast DHB consumer involvement policy
- Consumer network terms of reference (Health Quality & Safety Commission)
- Hawke's Bay Health Consumer council terms of reference
- Hawke's Bay Health Consumer council annual plan 2014–15
- MidCentral DHB master health services plan consumer advisory panel factsheet
- MidCentral DHB master health services plan consumer advisory panel terms of reference
- MidCentral DHB master health services plan consumer advisory panel expressions of interest
- Northland Health Consumer Council terms of reference
- Northland Health consumer council expressions of interest letter to organisations
- Northland Health consumer council member position description
- Northland Health consumer council member nomination form
- Northland Health consumer council selection criteria
- Policy for paying consumers (Health Quality & Safety Commission)
- Taranaki DHB patient- and family-centred care interim council terms of reference
- Waikato DHB consumer engagement facilitator job description
- Australian Commission on Safety and Quality in Healthcare – patient centred care; improving quality and safety through partnerships with consumers (Australian Commission on Safety and Quality in Healthcare)
- Communication about serious illness care goals – A review and synthesis of best practice JAMA Intern Med:174(12): 1994-2003
- Kingsfund UK; patient-centred care quality improvement innovation and research website
- National voices UK: Prioritising person centred care: the evidence
- People in control of their own health care; the state of involvement 4 November 2014
- Person- and family-centred care website (Institute for Healthcare Improvement)
- A roadmap for patient and family engagement in healthcare practice and research. Carman KL, Dardess P, Maurer ME, Workman T, Ganachari D, Pathak-Sen E., September 2014 (American Institutes for Research)
- AHRC (USA agency for healthcare research and quality) engaging families training guide
- Become a patient and family advisor – for consumers
- Best practices for hospital leaders – for providers
- British Medical Association Patient and public involvement: A Toolkit for GPs
- Checklist: Am I ready to become an Advisor? – for consumers
- Checklist: Readiness to partner with patient and family advisors – for staff
- Guide to the Australian standards for boards (Australian Commission on Safety and Quality in Health Care)
- How patient and family engagement benefits your hospital – for providers
- Person centred care made simple; what everyone should know about person-centred care. The health foundation: inspiring improvement
- Ways to learn more – information to help get hospitals started – for providers
- Institute of Healthcare Improvement, Savitz, L; Luther, K; (2015) patient-reported measures: collecting this data is critical to the value equation (2015) healthcare executive 2015 Jan: 30 (1): pp74-77
- Lachman, P; Linkson, L; Evans, T; et al (30 March 2015) developing person-centred analysis of harm in a paediatric hospital: a quality improvement tool. BMJ quality and safety online April 2015
- Patient reported outcomes – quality forum
- Angela Coulter (2012): Leadership for patient engagement. Kings Fund UK
- Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. IHI Innovation Series white paper. Cambridge, Massachusetts: Institute for Healthcare Improvement; 2011
- Bismark, M; Biggar, S; Crock,C; Morris, J; Studdert, D (2014) The role of governing boards in improving patient experience: attitudes and activities of health service boards in Victoria, Australia. Patient Experience Journal Vol 1, pp 144–152
- Bodenhiemer, T; Sinsky, C; (2014) From triple to quadruple aim: Care of the patient requires care of the provider. Annals of Family Medicine 12(6)
- Flipping Healthcare: an essay by Maureen Bisognano and Dan Summers. British Medical Journal 2014: 349
- Hibbard, J; Greene, J (2013) What the evidence shows about patient activation Health Aff Feb 2013: 32, 2, 207-214
- My Kidneys, my choice, decision aid: supporting shared decision making. Journal of Renal Care 41(2), 81-87
- Richards, T; Montori,V; Godlee, F; Lapsley, P; Paul, D; (2013) Let the patient revolution begin. Patients can improve healthcare: it’s time to take partnership seriously. BMJ 2013; 346:f2614
- Experience based co-design toolkit, Kingsfund UK
- Health and disability providers partnering with consumers toolkit
- Health co-design NZ website
- Hilary Boyd presentation, Commission partners in care “Show and Tell” symposium presentation
- National nursing research unit, Kings College London. Improving patient-centred care through experience-based co-design (EBCD): an evaluation of the sustainability and spread of Experience Based Co-design in a cancer centre. December 2014
- Partners in care “show and tell” symposium presentation (Nick White & Ruth Wickers)
- Taranaki DHB: patient and family/whānau centred care framework 2014-2017
- Competencies for the mental health and addiction service user, consumer and peer workforce (National Service User and Peer support Competency Workforce Development group)
- Guide for developing a consumer experience framework: A guide to developing a framework for collecting information from consumers to improve the quality of health and disability services (National Quality and Risk Managers Group June 2012)
- Health and Disability Commissioner code of consumer rights
- Model for supporting people with disabilities (Ministry of Health)
- Service user, consumer and peer workforce: A guide for managers (national service user and peer support competency workforce development group)
- Service user, consumer and peer workforce: A guide for planners and funders (national service user and peer support competency workforce development group)
- Taranaki DHB: Patient- and family-centred care framework 2014–17
- Toolkit: Consumer experience (national quality and risk managers group, June 2012)
- Toolkit: Health and disability providers partnering with consumers toolkit (Health Quality & Safety Commission)
- Attributes of a health literate organisation (Institute of Medicine)
- Communicating so people will understand poster (Open for better care campaign)
- Communication about serious illness care goals: A review and synthesis of best practice
- Communication strategies for clinicians (IHI)
- Enliven organisational health literacy: self assessment resource (2013)
- Health literacy 'teach-back' training method for clinicians
- Let’s PLAN for better care resource (Open campaign)
- Ministry of Health framework and guide to health literacy (2015)
- The Ophelia project, Victoria Australia, a project to improve health literacy in the community
- Three steps to health literacy (Health Quality & Safety Commission)
- Cultural competency online training
- Kaupapa māori health research
- Māori health (Ministry of Health)
- Māori public health
- Mauriora Associates, cultural foundation training
- Te Puni Kōkiri
- Whāia Te Ao Mārama: The Māori disability action plan for disability support services 2012–17 (Ministry of Health)
- Whānau Ora resources, stories and research
- Competencies for the mental health and addiction service user, consumer and peer workforce (National Service User and Peer support Competency Workforce Development group)
- Code of Health and Disability Services Consumers' Rights (Health and Disability Commissioner)
- Ministry of Health model for supporting people with disabilities
- Service user, consumer and peer workforce: A guide for planners and funders (National Service User and Peer support Competency Workforce Development group)
- Service user, consumer and peer workforce: A guide for managers (National Service User and Peer support Competency Workforce Development group)
NZ practice – full length interviews
- Graeme Norton, Chair, Hawkes Bay Health consumer council
- Jay O’Brien, patient experience manager, Waitemata DHB
- Joanne Henare, family and whānau advisor mental health and addiction services, Midcentral DHB
- Wendy Entwistle, consumer engagement facilitator, Waikato DHB
- Traci Stanbury, consumer representative, South Island Alliance
- Renee Greaves patient and whānau care advisor, Counties Manukau DHB
- Northland DHB consumer council story – Lianne Penney, portfolio manager, Northland Health Services Plan
NZ examples of terms of reference, policies, position descriptions
- Bay of Plenty DHB integrated health care strategy 2020
- Canterbury DHB family advisory council (FAC) member advertisement
- Canterbury DHB FAC application form
- Canterbury DHB FAC position description
- Canterbury DHB FAC terms of reference
- Canterbury DHB FAC flow chart showing communication with DHB
- Canterbury DHB FAC flow chart showing organisational structure
- Canterbury DHB youth advisory council terms of reference
- Capital & Coast DHB consumer involvement policy
- Consumer network terms of reference (Health Quality & Safety Commission)
- Hawke's Bay Health Consumer council terms of reference
- Hawke's Bay Health Consumer council annual plan 2014–15
- MidCentral DHB master health services plan consumer advisory panel factsheet
- MidCentral DHB master health services plan consumer advisory panel terms of reference
- MidCentral DHB master health services plan consumer advisory panel expressions of interest
- Northland Health Consumer Council terms of reference
- Northland Health consumer council expressions of interest letter to organisations
- Northland Health consumer council member position description
- Northland Health consumer council member nomination form
- Northland Health consumer council selection criteria
- Policy for paying consumers (Health Quality & Safety Commission)
- Taranaki DHB patient- and family-centred care interim council terms of reference
- Waikato DHB consumer engagement facilitator job description
International resources about person-centred care and patient and family engagement
- Australian Commission on Safety and Quality in Healthcare – patient centred care; improving quality and safety through partnerships with consumers (Australian Commission on Safety and Quality in Healthcare)
- Communication about serious illness care goals – A review and synthesis of best practice JAMA Intern Med:174(12): 1994-2003
- Kingsfund UK; patient-centred care quality improvement innovation and research website
- National voices UK: Prioritising person centred care: the evidence
- People in control of their own health care; the state of involvement 4 November 2014
- Person- and family-centred care website (Institute for Healthcare Improvement)
International guidelines and frameworks for consumer engagement
- A roadmap for patient and family engagement in healthcare practice and research. Carman KL, Dardess P, Maurer ME, Workman T, Ganachari D, Pathak-Sen E., September 2014 (American Institutes for Research)
- AHRC (USA agency for healthcare research and quality) engaging families training guide
- Become a patient and family advisor – for consumers
- Best practices for hospital leaders – for providers
- British Medical Association Patient and public involvement: A Toolkit for GPs
- Checklist: Am I ready to become an Advisor? – for consumers
- Checklist: Readiness to partner with patient and family advisors – for staff
- Guide to the Australian standards for boards (Australian Commission on Safety and Quality in Health Care)
- How patient and family engagement benefits your hospital – for providers
- Person centred care made simple; what everyone should know about person-centred care. The health foundation: inspiring improvement
- Ways to learn more – information to help get hospitals started – for providers
International self-assessment tools
NZ examples of web-based patient information and patient portals
- Guidelines for public servants on public participation (Community Matters website)
- Health Navigator (patient information) website
- Patient portals in primary care
Patient-reported experience measures and outcome measures
- Institute of Healthcare Improvement, Savitz, L; Luther, K; (2015) patient-reported measures: collecting this data is critical to the value equation (2015) healthcare executive 2015 Jan: 30 (1): pp74-77
- Lachman, P; Linkson, L; Evans, T; et al (30 March 2015) developing person-centred analysis of harm in a paediatric hospital: a quality improvement tool. BMJ quality and safety online April 2015
- Patient reported outcomes – quality forum
Articles and research about consumer engagement and person-centred care
- Angela Coulter (2012): Leadership for patient engagement. Kings Fund UK
- Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. IHI Innovation Series white paper. Cambridge, Massachusetts: Institute for Healthcare Improvement; 2011
- Bismark, M; Biggar, S; Crock,C; Morris, J; Studdert, D (2014) The role of governing boards in improving patient experience: attitudes and activities of health service boards in Victoria, Australia. Patient Experience Journal Vol 1, pp 144–152
- Bodenhiemer, T; Sinsky, C; (2014) From triple to quadruple aim: Care of the patient requires care of the provider. Annals of Family Medicine 12(6)
- Flipping Healthcare: an essay by Maureen Bisognano and Dan Summers. British Medical Journal 2014: 349
- Hibbard, J; Greene, J (2013) What the evidence shows about patient activation Health Aff Feb 2013: 32, 2, 207-214
- My Kidneys, my choice, decision aid: supporting shared decision making. Journal of Renal Care 41(2), 81-87
- Richards, T; Montori,V; Godlee, F; Lapsley, P; Paul, D; (2013) Let the patient revolution begin. Patients can improve healthcare: it’s time to take partnership seriously. BMJ 2013; 346:f2614
Co-design
- Experience based co-design toolkit, Kingsfund UK
- Health and disability providers partnering with consumers toolkit
- Health co-design NZ website
- Hilary Boyd presentation, Commission partners in care “Show and Tell” symposium presentation
- National nursing research unit, Kings College London. Improving patient-centred care through experience-based co-design (EBCD): an evaluation of the sustainability and spread of Experience Based Co-design in a cancer centre. December 2014
- Partners in care “show and tell” symposium presentation (Nick White & Ruth Wickers)
- Taranaki DHB: patient and family/whānau centred care framework 2014-2017
New Zealand guides, frameworks and competencies
- Competencies for the mental health and addiction service user, consumer and peer workforce (National Service User and Peer support Competency Workforce Development group)
- Guide for developing a consumer experience framework: A guide to developing a framework for collecting information from consumers to improve the quality of health and disability services (National Quality and Risk Managers Group June 2012)
- Health and Disability Commissioner code of consumer rights
- Model for supporting people with disabilities (Ministry of Health)
- Service user, consumer and peer workforce: A guide for managers (national service user and peer support competency workforce development group)
- Service user, consumer and peer workforce: A guide for planners and funders (national service user and peer support competency workforce development group)
- Taranaki DHB: Patient- and family-centred care framework 2014–17
- Toolkit: Consumer experience (national quality and risk managers group, June 2012)
- Toolkit: Health and disability providers partnering with consumers toolkit (Health Quality & Safety Commission)
Health literacy resources
- Attributes of a health literate organisation (Institute of Medicine)
- Communicating so people will understand poster (Open for better care campaign)
- Communication about serious illness care goals: A review and synthesis of best practice
- Communication strategies for clinicians (IHI)
- Enliven organisational health literacy: self assessment resource (2013)
- Health literacy 'teach-back' training method for clinicians
- Let’s PLAN for better care resource (Open campaign)
- Ministry of Health framework and guide to health literacy (2015)
- The Ophelia project, Victoria Australia, a project to improve health literacy in the community
- Three steps to health literacy (Health Quality & Safety Commission)
Māori resources
- Cultural competency online training
- Kaupapa māori health research
- Māori health (Ministry of Health)
- Māori public health
- Mauriora Associates, cultural foundation training
- Te Puni Kōkiri
- Whāia Te Ao Mārama: The Māori disability action plan for disability support services 2012–17 (Ministry of Health)
- Whānau Ora resources, stories and research
New Zealand resources for disability
- Competencies for the mental health and addiction service user, consumer and peer workforce (National Service User and Peer support Competency Workforce Development group)
- Code of Health and Disability Services Consumers' Rights (Health and Disability Commissioner)
- Ministry of Health model for supporting people with disabilities
- Service user, consumer and peer workforce: A guide for planners and funders (National Service User and Peer support Competency Workforce Development group)
- Service user, consumer and peer workforce: A guide for managers (National Service User and Peer support Competency Workforce Development group)
Relevant pages
Last updated: 18th November, 2021
