Consumer Handouts - | Health



ACT Health Policy Consumer Handouts PolicyPolicy StatementACT Health is committed to ensuring that relevant and reliable information handouts are available for consumers, to enhance safe care, positive experience, and meet community needs contributing to better health outcomes. ACT Health distributes a range of printed materials. Where those materials are developed by ACT Health there must be documented consumer and/or carer input during the development, consultation and evaluation processes.All consumer handouts must fit the following criteria:Be consumer focused, follow health literacy guidelines and be written in plain EnglishBe evidence based: use current available evidence to support best practice principlesHave consumer involvement: Consumers and/or carers should be involved in the identification of the need for information, and in the development, consultation and review of handoutsHave quality consultation: appropriate stakeholders are identified and engagement occurs at an appropriate level throughout the processBe reviewed regularly, with a minimum time frame of 3 to 5 yearsAll handouts developed by ACT Health must meet the accessibility standards and incorporate the accessibility statement (see Attachment A), including the national interpreting symbol and the telephone number of the National Translating and Interpreting Service (TIS).PurposeTo ensure a consistent process for the initiation, approval, development, consultation, review and evaluation of consumer handouts occurs appropriately, including consumer and/or carer involvement. This will enable effective communication of important health information to consumers in such a way that most people can easily understand and comprehend.ScopeThis policy applies to consumer handouts for adults and children including:Information/fact sheetsBrochures PamphletsBookletsPatient information postersThis policy excludes:BooksMaterials from manufacturers or suppliers of:TechnologyDevicesProductsMedicationsClinical forms that contribute to a Clinical RecordAnything used for the collection of patient informationConsumer handouts from Population Health Patient surveys –Contact Patient Experience Team or Research Centre for assistanceWeb contentSocial MediaAudio-visual consumer informationContact Government and Communication Branch for the above contentProcess outlined in Flow chart A and B (Refer to Consumer Handouts Toolkit for more information)If handouts need to be made available in languages other than English, staff must contact the Health Policy Unit healthpolicy@.au . It is important that handouts intended to be translated into another language are developed in close consultation with consumers from that group. The Health Policy Unit will provide specific advice and support.Handouts related to medications also require approval from the Medication Management Committee. The Patient Experience Team in the Clinical Safety and Quality Unit can facilitate this process Consumer.handouts@.auIf the consumers who may need the information in a consumer handout are children and young people, then consideration should be given to develop additional consumer handouts specifically designed with language, content and visuals that are developmentally appropriate for children and adolescents.The Aboriginal and Torres Strait Islander Health Unit should be contacted regarding suitability of consumer handouts for Aboriginal and Torres Strait Islander consumers.Handouts not developed by ACT Health should be sourced from other state and territory departments, or professional organisations and meet the criteria outlined in this policy. If an external site is not on the approved list (with printable resources) and it fits the criteria for use by ACT Health, and ACT Health has permission to use their handouts, these will be endorsed by the Handouts Committee and listed on the Policy and Clinical Guidance Register (Outlined in Flowchart C). Handouts that require no alterations can be accessed and printed from approved sites directly if the ACT Health staff member is confident the information is relevant and accurate. The approved sites can be found in the Policy Register along with consumer handouts.If a consumer handout is required urgently, prior to the next Consumer Handout Committee meeting, it may be endorsed by the relevant Executive Director for use, and submitted retrospectively to the Consumer Handouts Committee.This policy applies to all ACT Health staff, with the exception of Population Health, when managing ACT Health consumer handouts. Population Health follows their content approval standard operating procedure for all materials.Roles & ResponsibilitiesAll ACT Health Staff are responsible for:Following the process outlined in this policy and associated toolkitBeing aware of consumer handouts relevant to their workplaceSourcing consumer handouts from approved external sites list Providing relevant information to consumers/ or carers Have an understanding of health literacy fundamentals including communicating effectively with consumers in ways in which the majority of them will understandEnsuring that any incidents relating to consumer handouts are reported in Riskman.Executive Directors, Directors and other Senior Managers are responsible for:Ensure content of consumer handouts are up to date and based on best evidenceEnsure all consumer handouts follow the process outlined in this policy.Managers within Divisions, Branches and Units are responsible for:Ensure staff are aware of new and updated consumer handouts Identify relevant consumer handouts required for their areas Ensure all consumer handouts, for which they are responsible, are reviewed every 3 to 5 years or sooner if required, and have had consumer/ or carer input and consultationAssess the requirement of documents to be translated Assess the requirement of documents to be adapted to children and young peopleRemoval of old existing consumer handouts from areasEvaluate the success of the consumer handout, whether it was well received by the target audience, and whether its aim was ernment and Communications are responsible for: Ensuring appropriate branding for handouts that are submittedFormatting of handouts if the A4 Word Template is not used.Aboriginal and Torres Strait Islander Health Unit is responsible for:Providing advice regarding engaging and consulting with the Aboriginal and Torres Strait Islander communities in the ACT.Health Policy Unit is responsible for:Providing advice regarding:Translating material into languages other than EnglishWhich languages should be consideredEngaging and consulting with culturally and Linguistically Diverse (CALD) communities in the ACT.Women Youth and Child Health Policy Unit is responsible for:Providing advice regarding:Adapting material into developmentally appropriate forms for children and young peopleEngaging and consulting with children and young people in the ACT.Consumer Handouts Committee (a subgroup of Standard 2: Partnering with Consumers) is responsible for:Approve the initiating of new documents or the review of existing documents to reduce the risk of duplication and potential inconsistencies in health messagesEnsure the approved templates are used, or Government and Communications are consultedEnsure the templates and toolkits to support the handout process are made available to all staff Ensure the external sites listed on the policy register fit the criteria for use by ACT Health and we have permission to utilise documents from their siteFinal approval of the handouts (following the endorsement of the content from the Executive Director of the originating Division/Branch)Clinical Safety and Quality Unit is responsible for:Coordination of the consumer handout process Upload the approved consumer handouts to the Policy and Clinical Guidance Documents register.Evaluation Outcome MeasuresAll consumer handouts that are reviewed by the Consumer Handout Committee will have appropriate consumer/ or carer consultation Consumer handouts are reviewed within 3 to 5 yearsMethodReview of consumer handouts on Policy and Clinical Guidance Documents Register for due date by the Consumer Handout CommitteeRelated Policies, Procedures, Guidelines and LegislationConsumer Handout Toolkit: and Carer Participation FrameworkTowards Culturally Appropriate and Inclusive Services: A Co-ordinated Framework for ACT Health 2014-2018Engaging Canberrans: A guide to community engagement (ACT Government)Standards National Safety and Quality Health Service StandardsReferencesAustralian Charter of Health Care Rights, 2008.Australian Charter of Health Care Rights, 2008, Charter on the Rights of Children and Young People in Healthcare Services in AustraliaAustralian Commission on Safety and Quality in Health Care, Safety and Quality Guide (October 2012): Standard 2, Partnering with Consumers and Standard 2: Governance.Health Literacy National Statement: Taking action to improve safety and quality, Australian Commission on Safety and Quality in Health Care August 2014. Search TermsConsumer, Handouts, Publications, Health Literacy, Brochure, Leaflet, Information, Booklet, Poster, TIS, Translator AttachmentsAttachment A – Accessibility StatementFlow Chart A – Review or Development, ACT Health Internal Source HandoutFlow Chart B – Amend Approved External Source HandoutFlow Chart C – Add External Source Handout to Approved ListDisclaimer: This document has been developed by ACT Health, <Name of Division/ Branch/Unit> specifically for its own use. Use of this document and any reliance on the information contained therein by any third party is at his or her own risk and Health Directorate assumes no responsibility whatsoever.Policy Team ONLY to complete the following:Date AmendedSection AmendedDivisional ApprovalFinal Approval 22/02/2018Complete ReviewJane Murkin, DDG QGRPolicy Advisory CommitteeThis document supersedes the following: Document NumberDocument NameDGD17-002Consumer HandoutsAttachment A: Accessibility StatementAccessibilityIf you have difficulty reading a standard printed document and would like an alternative format, please phone 13 22 81. If English is not your first language and you need the Translating and Interpreting Service (TIS), please call 13 14 50.For further accessibility information, visit: health..au/accessibilityhealth..au | Phone: 132281 | ? Australian Capital Territory, Canberra Month YearFlow Chart A – Review or Development, ACT Health Internal Source HandoutFlow Chart B – Amend Approved External Source HandoutFlow Chart C – Add External Source Handout to Approved List ................
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