DGD18-008

Canberra Health ServicesPolicy Consumer Handouts PolicyPolicy Statement

Canberra Health Services (CHS) 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. CHS distributes a range of printed materials. Where those materials are developed by CHS 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 English Be evidence based: use current available evidence to support best practice principles Have 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 handouts

Have quality consultation: appropriate stakeholders are identified and engagement occurs at an appropriate level throughout the process

Be reviewed regularly, with a minimum time frame of 3 to 5 years

All handouts developed by CHS 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).

Purpose

To 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.

Scope

This policy applies to consumer handouts for adults and children including: Information/fact sheets Brochures Pamphlets Booklets

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Patient information posters

This policy excludes: Books Materials from manufacturers or suppliers of:

o Technologyo Deviceso Productso Medications

Clinical forms that contribute to a Clinical Record Anything used for the collection of patient information Consumer handouts from Population Health Patient surveys –Contact Patient Experience Team or Research Centre for assistance Web content Social Media Audio-visual consumer informationContact Communications and Government Relations Unit for the above content

Process 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 use a translator services which is accredited by the National Accreditation Authority for Translators and Interpreters (NAATI).

Handouts related to medications also require approval from the Medication Management Committee. The Patient Experience Team can facilitate this process Consumer.handouts@act.gov.au

If 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 Liaison Service should be contacted for advice regarding suitability of consumer handouts for Aboriginal and Torres Strait Islander consumers.

Handouts not developed by CHS 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 CHS, and CHS has permission to use their handouts, these will be endorsed by the Handouts Committee and listed on the CHS 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 CHS staff member is confident the information is relevant and

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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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 CHS staff.

Roles & Responsibilities

All CHS Staff are responsible for: Following the process outlined in this policy and associated toolkit Being aware of consumer handouts relevant to their workplace Sourcing 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 understand Ensuring that any incidents relating to consumer handouts are reported in Riskman.

Executive Directors, Executive Group Managers, Directors and other Senior Managers are responsible for: Ensure content of consumer handouts are up to date and based on best evidence Ensure 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 consultation Assess the requirement of documents to be translated Assess the requirement of documents to be adapted to children and young people Removal of old existing consumer handouts from areas Evaluate the success of the consumer handout, whether it was well received by the

target audience, and whether its aim was achieved.

Communications and Government Relations Unit are responsible for: Ensuring appropriate branding for handouts that are submitted Formatting of handouts if the A4 Word Template is not used.

Consumer Handouts Committee (a subgroup of Partnering with Consumers National Standards Committee) 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 messages Ensure the approved templates are used, or Communications and Government Relations

Unit are consulted

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Ensure 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 CHS and we have permission to utilise documents from their site

Final approval of the handouts (following the endorsement of the content from the Executive Director of the originating Division/Branch)

Patient Experience Team is responsible for: Coordination of the consumer handout process Upload the approved consumer handouts to the CHS Policy and Clinical Guidance

register.

Evaluation

Outcome Measures All 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 years

Method Review of consumer handouts on Policy and Clinical Guidance Documents Register for

due date by the Consumer Handout Committee

Related Policies, Procedures, Guidelines and Legislation

Consumer Handout Toolkit:http://acthealth/c/HealthIntranet?a=da&did=5433968&pid=1424317055

FrameworksConsumer and Carer Participation FrameworkTowards Culturally Appropriate and Inclusive Services: A Co-ordinated Framework for ACT Health 2014-2018Whole of Government Communications and Engagement Plan 2019

Standards National Safety and Quality Health Service Standards

References

1. Australian Charter of Health Care Rights, 2008.2. Australian Charter of Health Care Rights, 2008, Charter on the Rights of Children and

Young People in Healthcare Services in Australia3. Australian Commission on Safety and Quality in Health Care, Safety and Quality Guide

(October 2012): Standard 2, Partnering with Consumers and Standard 2: Governance.

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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4. Health Literacy National Statement: Taking action to improve safety and quality, Australian Commission on Safety and Quality in Health Care August 2014.

5. Whole of Government: Communications and Engagement Plan 2019.

Search Terms

Consumer, Handouts, Publications, Health Literacy, Brochure, Leaflet, Information, Booklet, Poster, TIS, Translator

Attachments

Attachment A – Accessibility StatementFlow Chart A – Review or Development, CHS Internal Source HandoutFlow Chart B – Amend Approved External Source HandoutFlow Chart C – Add External Source Handout to Approved List

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Disclaimer: This document has been developed by CHS, <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 Amended Section Amended Divisional Approval Final Approval 22/02/2018 Complete Review Jane Murkin, DDG QGR Policy Advisory

Committee18/02/2020 Review and update to

CHS organisational structure

Policy Team Leader Co-Chair, CHS PC

This document supersedes the following: Document Number Document NameDGD17-002 Consumer Handouts

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Attachment A: Accessibility Statement

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

AccessibilityIf 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: www.health.act.gov.au/accessibility

www.health.act.gov.au | Phone: 132281 |

© Australian Capital Territory, Canberra Month Year

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Flow Chart A – Review or Development, CHS Internal Source Handout

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Flow Chart B – Amend Approved External Source Handout

ACT

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register

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Flow Chart C – Add External Source Handout to Approved List

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Do not refer to a paper based copy of this policy document. The most current version can be found on the CHS Policy Register