Characteristics of safe, high-quality health care

What it means for me as a patient or consumer

Strategies for action by administrators, policymakers and providers

1. Patient-focused

This means providing care that is respectful of and responsive to individual preferences, needs and values. It means a partnership between consumers, family, carers and their health care providers. Processes of care are designed to optimise the patient experience.

I can access high-quality care when I need it.

Develop service models which improve access to health care for patients.

I can obtain and understand health information so that I can make decisions about my own care and participate in ensuring my safety.

Increase health literacy.

Involve patients so that they can make decisions about their care and plan their lives.

Provide care that is culturally safe.*

My health care is coordinated because people and systems work in partnership with me.

Enhance continuity of care.

Minimise risks at handover.

Provide case management for complex care.

Facilitate patient-centred service models.

I know my health care rights.2

Promote health care rights.

If I am harmed during health care, it is dealt with fairly. I will get an apology and a full explanation of what happened.

Inform and support patients who are harmed during health care.

2. Driven by information

This means enhancing knowledge and evidence about safety and quality. Safety and quality data are collected, analysed and fed back for improvement. Action is taken to reduce unjustified variation in standards of care and to improve patients’ experiences and clinical outcomes.

My care is based on the best knowledge and evidence.

Reduce unjustified variation in standards of care.

Collect and use data to improve safety and quality.

My clinical outcomes and experiences are used to build the evidence base for care and for strategies designed to improve care.

Learn from patients’ and carers’ experiences.

Encourage and apply research that will improve safety and quality.

Continually monitor the effects of health care interventions.

3. Organised for safety

This means that safety is a high priority in the design of health care. Organisational structures, work processes and funding models recognise and reward those who take responsibility for safety.

I know that governments, health care managers and health care staff take responsibility for my safety.

Clinicians, managers and governments recognise their responsibilities for safety.

Our money funds a safe and efficient health system.

Restructure funding models to support safe, appropriate care.

Support and implement e-health.

Design facilities, equipment and work processes for safety.

I know that, when something goes wrong, actions are taken to prevent it happening to someone else.

Take action to prevent or minimise harm resulting from health care errors.