Outstanding Achievement and Lessons Learned about Consumer/Patient-Centred Care in the Australian Healthcare System
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The paper examines the Australian College of Health Standards' (ACHS) Evaluation and Quality Improvement Program (EQuIP) focusing on how the category of Outstanding Achievement (OA) performance is awarded and reported in Organisation Summaries in the area of consumer/patient-centred care, the term adopted by ACHS to address patient-focused care. Analysing outstanding achievements in healthcare is an important way to advance our understanding of healthcare innovation. EQuIP provides a unique resource for healthcare managers, but its very success can be daunting. The range of initiatives represented in the EQuIP database reflects the fact that healthcare delivery is multi-faceted, complex and evolving, involving multiple layers of government, and both public and private provision of care. Further, there are different models of healthcare delivery, for example, 'family-centred', 'hospital-centred' and multi-purpose programs. We outline the various standards, criteria and elements relating to consumer/patient-centred care in EQuIP. We develop a framework of patient-centred care to illustrate how the ACHS' outstanding achievement exemplars go beyond what is commonly understood as optimal practice in this area. We then analyse the organisational summaries in the 2007-2008 ACHS report using this framework. The summaries are produced at the end of an accreditation cycle and it is extremely difficult for a facility to attain an OA rating. The 2008-2009 summaries are the most comprehensive available at the time of writing this paper. We discuss the implications of our findings andhow the notion of outstanding achievement can be further developed as well as identifying areas for future research.
8th International Organisatioal Behaviour in Healthcare Conference: Patient-centred healthcare teams: Achieving collaboration, communication and care
Copyright 2012 Health Services Management Centre, Birmingham University. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the conference's website for access to the definitive, published version.
Health Care Administration