The BRandA Resource Package promotes a Consumer Directed Care service
model
Quality management is focused on the consumer. The starting point is gaining an understanding of what consumers
want, and then focusing business planning on addressing those needs and
expectations. From our own personal experiences as consumers of retail, travel,
banking or public services, we all know what it is like to receive poor service.
It is disrespectful, and generates feelings of frustration, indignity and
anger. There are lessons to be learnt here for our own industry. We are
therefore encouraged by policy-makers who now acknowledge that to achieve
quality outcomes and enhance consumer satisfaction, the priority focus needs to
be on Consumer Directed Care.
“Consumer Directed Care” means that service flexibility
and responsiveness to individual need become the first priority in the design
and delivery of services. This may
necessitate a process review. For example, the model requires processes that enable
effective information flow from which consumers can make informed choices; processes
for empowering and supporting them in decision-making; and processes for
addressing their special needs to ensure inclusion. It also necessitates
processes for engaging them and taking action on their feedback. Thus, planning,
evaluation and improvement become a continuous cycle, with consumer engagement
at each stage in this cycle.
The BRandA
Resource Package provides a comprehensive range of policies, tools and
resources designed to assist service providers in the transition to this
service model. A sample Inclusive
Practice Audit Checklist is available as a free download when you subscribe to the BRandA Resource Package App here or contact quality@communityresourcingworldwide.com.au
