Benetas calls for cosumer participation in service improvements
Aged care service provider, Benetas, has launched a Consumer Participation Register, designed to engage consumers from all walks of life in the growth and improvement of Benetas services.
The Register is set to be an influential tool, empowering consumers to help co-design, to provide feedback and to contribute to the development, delivery and evaluation of care and services provided by Benetas.
Benetas will capture the views of a diverse group of consumers so that these are represented to ensure the suitability of services across the board.
Benetas CEO Sandra Hills OAM said understanding and listening to the needs of consumers, their families, and carers is extremely important.
“The new Benetas Consumer Participation Register aligns to our Customer Experience Principles which articulate a commitment to engaging consumers in decision-making at multiple levels,” she said.
“Seeking and responding to consumers is a key recommendation of the Royal Commission into Aged Care Quality and Safety, and forms a central part of the Charter of Aged Care Rights, and Aged Care Quality Standards 1 and 8.
“We want people to be involved and have a greater say in the way our services provide for their needs and quality of life.”
The Consumer Participation Register is developed in line with the ‘International Association for Public Participation (IAP2) Framework’, which articulates a continuum of consumer engagement from inform to empower. (https://www.iap2.org.au/resources/spectrum/)
Ms Hills OAM said the goal is to facilitate consumer involvement and co-design in at least 10 projects in the first year and with a number already lined up, the target is sure to be achieved.
“We have already kicked off our first project, reviewing client care plans in our Community Health and Care portfolio and the input and feedback from consumers has been invaluable,” she said.
“We are ready for more people to sign up - people who have a passion to contribute to the development of aged care services and who care about older Victorians,” she said.
Consumers with an interest in Benetas or aged care services more generally are asked to add their details to the private database, nominating themselves to be a part of the Register.
“Depending on the specific project, register participants will then be invited to take part in focus groups, surveys, or even co-design sessions – and will be kept in the loop about how their contribution has helped shape improvements or changes” Ms. Hills said.
People do not need to be Benetas clients. Anyone interested in aged care can sign up via the Benetas website at www.benetas.com.au/consumer-participation-register .
26 October 2021.