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RSL Care RDNS Limited (QLD)

Partnering with Consumers for Diversity 

RSL Care Brisbane South, RSL Care Home Care Brisbane North

Home Care - Multiple locations - Organisational wide or multiple home program

Award descriptors

  • Diversity
  • Consumer engagement and/or co-design
  • Technology and/or social media

Establishing the Partnering with Consumers for Diversity Model that can be used in both research and quality improvement processes to inform policy and intervention design, and to assist and to encourage improvement to care and services.

About this program

In an environment of consumer choice and control, The organisation is finding new ways to ensure our workforce aligns with the needs of our consumers to provide culturally relevant and appropriate services and care.

We have consumers with diverse needs and from diverse backgrounds. As an organisation we recognise that diversity can create disadvantage for consumers to participate in their care.  For many groups of consumers with shared diversity characteristic(s), there are particular and specific barriers to accessing health and aged care services.

Our diversity team provides specialist advice and support to the organisation and its workforce to develop targeted services and interventions to meet the needs of communities and consumer groups.

During 2006 to 2016 a Partnering with consumers model, for consumers with shared diversity characteristics, has increasingly been used by the organization to inform policy and intervention design, as part of a wider consumer engagement strategy.
The model has been deigned according to the following principles:
•         Meet the information needs and choices of older people with shared diversity characteristics;
•         Support the improvement of low health literacy;
•         Engage with consumers to improve care and wellbeing: and
•         Provide consistent high-quality consumer information.

The following evidence-based The organisations innovations were used to guide and inform the development of the Partnering with consumers for diversity model:

-         A Diversity Conceptual Model was designed and developed to support the organization with diversity policy and practice.  It identifies 28 diversity characteristics that are common to and shared by older people.  We understand that the Australian community consists of people with multiple person-specific diversity characteristics that impact on equity of access to services and care.  

-         A dedicated health literacy policy has been introduced as part of an organization-wide health literacy initiative to guide the organization and its workforce on developing consumer information.  This ensures the Partnering with consumers for diversity principles are incorporated in all types of information that is written for consumers.

-         Translation Standards and its related tick device is a registered trade mark in Australia and New Zealand.  Three of the ten translation standards are dedicated to consumer engagement and co-design processes.  Translations Standards have been operationalized into policy and practice in the organization to guide the development of translated consumer information.

Over the last 10 years the Partnering with consumers for diversity model has been developed, tested and implemented at The organisation in numerous projects with the production of more than 1,000 service, admission and clinical information products for consumers. 

This nomination will present the guiding principles of the Partnering with consumers for diversity model and its three core components.  A case study on a Talking Book concept, will be presented to illustrate how the Partnering with consumers for diversity model can be used by the wider aged care industry as a methodological approach to quality improvement processes to inform policy and intervention design, to assist and encourage improvement to care and services.

More information about this program

Jaklina Michael at or call 0410561068

Friday, 21 December 2018 - 6:36am