Consumer Enablement Guide

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Resources and Tools

6 Dimensions of a health literate organisation

Dimensions and questions to think about in relation to each one.

https://www.health.govt.nz/our-work/making-services-better-users/health-literacy/health-literacy-reviews/6-dimensions-health-literate-organisation

New Zealand Department of Health

A narrative for person-centred coordinated care

This narrative describes what good quality integrated care looks like, from the point of view of anyone who needs access to multiple services over time, it was created by National Voices: a coalition of health and social care charities in England

https://www.nationalvoices.org.uk/publications/our-publications/narrative-person-centred-coordinated-care

National Voices (UK)

ACI Integrated Care

Resources on PROMs and PREMs in relation to integrated care.

https://www.aci.health.nsw.gov.au/resources/chronic-care/aci/integrated-care

Agency for Clinical Innovation

ACI Paediatric Network

The Paediatric Network works to improve the experience and delivery of healthcare for children (0 - 16 years) across NSW.

https://www.aci.health.nsw.gov.au/networks/paediatric

Agency for Clinical Innovation

ACI Transition Care Network

The Transition Care Network works to improve the experience and delivery of healthcare for young people with chronic health problems and disabilities as they transition from paediatric to adult health services.

https://www.aci.health.nsw.gov.au/networks/transition-care

Agency for Clinical Innovation

Adopting Telemedicine in Practice

Learning module for implementing telemedicine. Some information is specific to the American context.

https://edhub.ama-assn.org/steps-forward/module/2702689

American Medical Association

Advance Care Planning

Links to a range of NSW Health resources for advance care planning.

https://www.health.nsw.gov.au/patients/acp/Pages/default.aspx

NSW Health

Advance Care Planning Australia

Resources, fact sheets, online learning, and advance care directive forms.

https://www.advancecareplanning.org.au/

Advance Care Planning Australia

AHRQ Health Literacy Universal Precautions Toolkit

Implementation toolkit. USA resource, many of the tools will be useful in the Australian context.

https://www.ahrq.gov/professionals/quality-patient-safety/quality-resources/tools/literacy-toolkit/index.html

Agency for Healthcare Research and Quality (USA)

Analysis of tools that measure enablement: excerpt from the evidence check on consumer enablement

Extract from the Evidence Check brokered by the Sax Institute for the ACI (2016) that summarises the development, validity and applicability of different tools for measuring aspects of enablement and provides recommendations for use

Some tools require a licence and may incur a license fee, see document for details.

https://www.aci.health.nsw.gov.au/__data/assets/pdf_file/0010/460468/Analysis-of-tools-that-measure-enablement.pdf

Agency for Clinical Innovation

Appointment Reminder Translation Tool

A tool that allows allows you to translate appointment details into your client's language.

https://www.swslhd.health.nsw.gov.au/refugee/appointment/

NSW Refugee Health Service

Appointment Reminder Translation Tool

A tool that allows allows you to translate appointment details into your client's language.

https://www.swslhd.health.nsw.gov.au/refugee/appointment/

NSW Refugee Health Service

Ask Share Know

Evidence summaries and decision making tools to help GPs.

http://askshareknow.com.au/

The Ask Share Know GP network

Auslan Signbank

Auslan Signbank is a language resources site for Auslan (Australian Sign Language) which includes a dictionary, searchable database of signs, links to Auslan classes and other resources.

http://www.auslan.org.au/

Auslan Signbank

Australian Commission on Safety and Quality in Health Care

Access to the National Statement on health literacy and resources for improving health literacy for clinicians, consumers and managers.

https://www.safetyandquality.gov.au/our-work/patient-and-consumer-centred-care/health-literacy/

Australian Commission on Safety and Quality in Health Care

Australian Digital Health Agency

Information about My Health Record including registration, set up and training; evidence review and Australia's National Digital Health strategy.

There is a registration process for healthcare providers who wish to register and connect to the My Health Record system.

https://www.digitalhealth.gov.au/

Australian Digital Health Agency

Australian Hospital Patient Experience Question Set (AHPEQS)

Nationally approved questions for consistent measurement of patients’ experiences in hospitals and day procedure services. Includes a community of practice for providers using the Question Set.

The questions may be used free of charge by organisations in both public and private sectors.

https://www.safetyandquality.gov.au/our-work/indicators/hospital-patient-experience/

Australian Commission on Safety and Quality in Health Care

Being: Get Support

Links and phone numbers for NSW-run mental health consumer networks and support groups and NSW and National information and support services.

http://being.org.au/resources/get-support/#consumergroups

Being

Best Practice Framework in Peer Support

This framework will assist organisations wanting to implement peer support programs or review exisiting programs. It is primarily aimed at not-for-profit organisations peer support services and and stand-alone peer support groups.

http://www.chronicillness.org.au/wp-content/uploads/2016/06/Best-Practice-Framework-Web.pdf

Chronic Illness Alliance

Better conversation better health: health coaching

Health coaching evidence and resources

http://www.betterconversation.co.uk/health-coaching.html

Better conversation

Bringing them Home Report

Report of the National Inquiry into the Separation of Aboriginal and Torres Strait Islander Children from Their Families April 1997

https://www.humanrights.gov.au/publications/bringing-them-home-report-1997

Australian Human Rights Commission

Building Peer Support Programs to Manage Chronic Disease: Seven Models for Success

Report exploring peer support as a tool for improving the self-management of chronic diseases and finds that well-designed peer support interventions can be as effective as they are affordable. Includes links to further information.

https://www.chcf.org/publication/building-peer-support-programs-to-manage-chronic-disease-seven-models-for-success/

California Health Care Foundation

Calgary Cambridge guide to the medical interview - communication process

Outline of a good communiation process for medical interviews, aimed at GPs and may also be useful in other contexts.

http://www.gp-training.net/training/communication_skills/calgary/guide.htm#Options

GP-Training.net

CanTeen

Support for young people (12-25) impacted by cancer, including families and friends

https://www.canteen.org.au/

CanTeen

Canteen Peer Support and Programs

Support for young people (12-25) impacted by cancer, including families and friends

https://www.canteen.org.au/home/how-we-help/peer-support-and-programs/

CanTeen

CareSearch: palliative care knowledge network

Funded by the Australian Government Department of Health. Information training and resources for health and care workers, patients and families, friends and carers, including for Aboriginal and Torres Strait Islander peoples.

https://www.caresearch.com.au/Caresearch/Default.aspx

The Department of Health

Case study: Home monitoring of chronic diseases

Case study of a national telehealth trial of home monitoring of chronic disease for aged care.

https://www.csiro.au/en/Research/BF/Areas/Digital-health/Improving-access/Home-monitoring

CSIRO

Child and Adolescent Mental Health Services

The Child and Adolescent Mental Health Service(CAMHS) provide a range of services in the local community to children, adolescents and their families with a range of difficulties that are seriously impacting on their mental health and emotional wellbeing.

https://www.health.nsw.gov.au/mentalhealth/pages/camhs.aspx

NSW Health

Child and Adolescent Mental Health Services

The Child and Adolescent Mental Health Service(CAMHS) provide a range of services in the local community to children, adolescents and their families with a range of difficulties that are seriously impacting on their mental health and emotional wellbeing.

https://www.health.nsw.gov.au/mentalhealth/pages/camhs.aspx

NSW Health

Choosing Wisely Australia

A range of resources to support clinicians, consumers and carers making decsions about tests, treatments and procedures, including 5 questions to ask your doctor.

http://www.choosingwisely.org.au/home

NPS MedicineWise

Chronic Illness

Fact sheet on how chronic illness can impact psychological wellbeing and development in children and teens

https://www.schn.health.nsw.gov.au/fact-sheets/chronic-illness

The Sydney Children's Hospitals Network

Clinical Excellence Commission

Access to the CEC Health Literacy Guide that provides resources and practical strategies to assess and address health literacy barriers for patients and includes LHD example resources.

http://www.cec.health.nsw.gov.au/quality-improvement/people-and-culture/person-centred-care/health-literacy

Clinical Excellence Commission

Closing the Gap

Closing the Gap aims to improve the lives of Aboriginal and Torres Strait Islander Australians.

https://www.pmc.gov.au/indigenous-affairs/closing-gap

Department of the Prime Minister and Cabinet

Communicating Risk

2-hour learning module to support clinicians develop and refine their skills in communicating effectively about the benefits and risks of treatment options with patients; and 3 videos that provide an overview on shared decision making, challenge myths about shared decision making in practice, and explain how to use patient decision aids and where to find them.

https://www.safetyandquality.gov.au/communicatingrisk/

The Australian Commission on Safety and Quality in Healthcare

Consumer health information needs and preferences: Perspectives of culturally and linguistically diverse and Aboriginal and Torres Strait Islander people

A report on qualitative research with Aboriginal and Torres Strait Islander peoples and culturally and linguistically diverse (CALD) communities to explore healthcare information needs and preferences, and health information seeking behaviours.

https://www.safetyandquality.gov.au/wp-content/uploads/2017/04/Consumer-needs-and-preferences-Perspectives-of-culturally-and-linguistically-diverse-and-Aboriginal-and-Torres-Strait-Islanders.pdf

Australian Commission on Safety and Quality in Health Care

Consumer information: Better Access Telehealth Services for people in rural and remote areas

The Australian Government is improving mental health support for people who live in rural and regional Australia by investing in Better Access services via video conferencing. Web page includes telehealth guidelines and FAQ about the Better Access telehealth services delivered by psychologists, occupational therapists and social workers.

http://www.health.gov.au/internet/main/publishing.nsf/Content/mental-ba-telehealth

The Department of Health

Consumer's Perspective of Quality of Care Tool

A tool to get feedback from consumers about what they think about the quality of care they are receiving for their ongoing condition. The tool has been specifically designed for use in the remote primary health care context but is easily adapted to suit other care delivery contexts.

https://www.menzies.edu.au/page/Resources/Consumer_s_Perspective_of_Quality_of_Care_Tool/

Menzies School of Health Research

Cultural Competence in Working with People from Refugee Backgrounds Workshop Booklet (2015)

The workshop framework considers the impact that torture and other traumatic experiences in the context of persecution, political conflict, organised violence and forced displacement, have on resettlement processes, understanding a new culture and finding a sense of belonging in Australian society.

http://www.startts.org.au/resources/resources-for-free/

NSW Service for the Treatment and Rehabilitation of Torture and Trauma Survivors (STARTTS)

Cultural Responsiveness In Action: An IAHA Framework

A framework for culturally responsive practice with an Aboriginal and Torres Strait Islander focus

http://iaha.com.au/wp-content/uploads/2015/08/2015-IAHA-Cultural-Responsiveness-Framework-WEB.pdf

Indigenous Allied Health Australia

Does health coaching work?

A rapid review of empirical evidence

https://eoeleadership.hee.nhs.uk/sites/default/files/Does%20health%20coaching%20work%20-%20a%20review%20of%20empirical%20evidence_0.pdf

NHS Health Education East of England

eHealth and telehealth

A range of telehealth resources including Handbook forTeleHealth online education module, and link to an online portal of telehealth and ehealth resources.

The online portal is restricted to registered users, members and Fellows of the College.

https://www.acrrm.org.au/rural-and-remote-medicine-resources/ehealth-and-telehealth

Australian College of Rural and Remote Medicine

End of Life Decisions, the Law and Clinical Practice: Information for NSW Health Practitioners

This website provides information for health professionals as to who legally in NSW can make end of life decisions and advice on how they should be made.

http://healthlaw.planningaheadtools.com.au/

NSW Health

European Health Literacy Survey Questionnaire (HLS-EU-Q)

A tool for measuring health literacy in European populations, original, extended and short versions are available.

No license or cost.

http://www.forumitesss.com/wp-content/uploads/2015/02/HLS-EU-Q-tools-and-introduction-2.pdf

The HLS-EU Consortium

Evidence Summary: Shared Decision-Making for Mental Health

Evidence and implemenation guidance for shared decision making for youth mental health.

https://www.orygen.org.au/Education-Training/Resources-Training/Resources/Free/Evidence-Summaries/Shared-Decision-Making/Orygen_Shared_Decision_Making?ext=

Orygen - The National Centre of Excellence in Youth Mental Health

Exploring the role of self‐management programmes in caring for people from culturally and linguistically diverse backgrounds in Melbourne, Australia

Article that examines the extent to which a self-management program required modification for people with chronic illness from Vietnamese, Greek, Chinese and Italian communities.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5060314/

Health Expectations

eYES survey

Electronic version of the Your Experience of Service (YES) survey instrument which mental health consumers can complete on their computer, smartphone or tablet.

https://www.health.nsw.gov.au/mentalhealth/Pages/consumer-mh-partners.aspx

NSW Health - Mental Health Branch

Families and cultural diversity in Australia

Further reading on Aboriginal family life and values.

https://aifs.gov.au/publications/families-and-cultural-diversity-australia/3-aboriginal-families-australia

Australian Institute of Family Studies

Find a psychiatrist

Database of RANZCP psychiatrists, searchable by location, issue, services and language spoken

https://www.yourhealthinmind.org/find-a-psychiatrist

The Royal Australian & New Zealand College of Psychiatrists

Find a psychologist

Database of APS member psychologists, searchable by location and issue/s

https://www.psychology.org.au/Find-a-Psychologist

Australian Psychological Society

Future Health: Seven visions of the future of healthcare

Article about the future of healthcare.

https://www.telegraph.co.uk/wellbeing/future-health/healthcare-predictions/

The Telegraph (UK)

Get healthy information and coaching service

Free phone-based health coaching and information service for consumers who want to make lifestyle changes; includes 13 calls in six months and free interpreter service. Site also includes healthy lifestyle information. Phone 1300 806 258

https://www.gethealthynsw.com.au/

NSW Government

GP Social Work Connect

GP Social Work Connect is a free, short-term service available to all GP patients within the Ryde/Hornsby/Ku-ring-gai Local Government Areas .

http://www.pccs.org.au/programs-services/gp-social-work-connect/

Primary and Community Care Services Limited

Guidelines for technology-based patient consultations

The guidelines aim to inform registered medical practitioners and the community about the Board’s expectations of medical practitioners who participate in technology-based patient consultations.

https://www.medicalboard.gov.au/codes-guidelines-policies/technology-based-consultation-guidelines.aspx

Medical Board of Australia

Guiding patients through complexity: Motivational interviewing for patients with multimorbidity

Article providing a practical introduction to motivational interviewing skills that may be helpful in working with patients who have multimorbidity.

https://www1.racgp.org.au/AJGP/2018/January-February/Guiding-patients-through-complexity-(1)

Australian Journal of General Practice

Headspace

Mental health information, support and resources for young people and their family and friends

https://headspace.org.au/

National Youth Mental Health Foundation Ltd

Headspace

Mental health information, support and resources for young people and their family and friends

https://headspace.org.au/

National Youth Mental Health Foundation Ltd

Health Change

Health coaching training workshops and resources

http://www.healthchange.com/

Health Change Australia

Health Literacy Hub

The Hub provides access to resources on health literacy and practical tools to aid communication with patients and the public.

https://healthliteracyhub.org.au/

Western Sydney Local Health District

Health Literacy Questionnaire

Information about the Health Literacy Questionnaire (HLQ) and the Information and Support for Health Actions Questionnaire (ISHA-Q) identify health literacy strengths and limitations of individuals and communities

Licence required and licence processing fee applies

https://www.ophelia.net.au/hlq

Deakin University

Health Literacy Tool Shed

The Health Literacy Tool Shed is an online database of health literacy measures. The site contains information about measures, including their psychometric properties, based on a review of the peer-reviewed literature.

Some tools may required a fee, license or author permission.

https://healthliteracy.bu.edu/

Boston University

Health Literacy. The solid facts

Produced with evidence from the European Health Literacy Survey, this resource identifies practical and effective ways public health and other sector authorities and advocates can strengthen health literacy in a variety of settings, including educational settings, workplaces, marketplaces, health systems, new and traditional media and political arenas.

Book available for purchase or free PDF download

http://www.euro.who.int/en/publications/abstracts/health-literacy.-the-solid-facts

World Health Organization

Healthdirect Video Call Resource Centre

The Healthdirect Video Call Resource Centre contains activities, resources, and materials to help you offer video call access to your health care services as a normal part of day-to-day operations.

There are no costs payable by individual health organisations for access to Video Call

https://vcc.healthdirect.org.au/resourcecentre/Content/ResourceCentre.htm

Healthdirect

Hello my name is…

A campaign to encourage and remind healthcare staff about the importance of introductions in healthcare as a key first step in compassionate, person-centred care.

https://www.hellomynameis.org.uk/

Hello My Name Is

HelloTas

A toolkit for health literacy learning organisations in the community sector and smaller community health organisations.

https://www.hellotas.org.au/sites/default/files/HeLLOTas%20Toolkit.pdf

Tasmanian Council of Social Service

HNECC Health Literacy Guide

Guide to help service providers produce health information that is appropriate for all consumers, including those with low health literacy.

https://www.hneccphn.com.au/media/14191/014836-hnecc-health-literacy-guide-final.pdf

Hunter New England and Central Coast Primary Health Network

How to set up and run a group consultation

Video explains the key concepts behind setting up and running a group consultation in a primary care setting.

https://vimeo.com/241762452/0162cf7d4c

ELC Works

Implementing Health Coaching

Health coaching implementation tools and training

https://www.stepsforward.org/modules/health-coaching

American Medical Association

Implementing shared decision making

A learning report on clinical teams’ experiences of implementing shared decision making as part of the MAGIC programme in the UK.

https://www.health.org.uk/sites/health/files/ImplementingSharedDecisionMaking.pdf

The Health Foundation

Implementing shared decision making in the NHS: lessons from the MAGIC programme

Article about implementing shared decision making in the UK.

https://www.bmj.com/content/357/bmj.j1744

The BMJ

Independent evaluation of the feasibility of using the Patient Activation Measure in the NHS England

Information that may be useful for organisations considering using the PAM or other appraoches to support consumers to recognise and develop their strengths and abilities to manage their health.

https://www.health.org.uk/programmes/projects/independent-evaluation-feasibility-using-patient-activation-measure-nhs-1

The Health Foundation

Indigenous Health

Information about Aboriginal and Torres Strait Islander health activities

http://www.health.gov.au/indigenous

The Department of Health

Integrated Team Care (ITC) Implementation Guidelines

The ITC contributes to improving health outcomes for Aboriginal and Torres Strait Islander people with chronic health conditions through better access to coordinated and multidisciplinary care.

http://www.health.gov.au/internet/main/publishing.nsf/Content/indigenous-funding-lp#itc

The Department of Health

International Patient Decision Aid Standards (IPDAS)

The criteria of the International Patient Decision Aid Standards (IPDAS) can be used for assessing the quality of patient decision aids.

http://ipdas.ohri.ca/using.html

The International Patient Decision Aid Standards Collaboration

Livewire

An online community for young people with serious illness

https://www.livewire.org.au/

Starlight children's foundation

Livewire

An online community for young people with serious illness

https://www.livewire.org.au/

Starlight children's foundation

Making an Advance Care Directive - form and information booklet

The Information Booklet provides information to help people understand and complete an Advance Care Directive in NSW and includes a template form for making an Advance Care Directive.

https://www.health.nsw.gov.au/patients/acp/Pages/acd-form-info-book.aspx

NSW Health

Mayo Clinic Shared Decision Making National Resource Center

Decision aids and other resources

https://shareddecisions.mayoclinic.org/

Mayo Clinic

Mental Health Carer Experience Survey

A tool to support mental health services to monitor and improve carer engagement as part of an evidence-informed quality improvement program (PREM).

Online application to access, no fees are charged.

https://www.amhocn.org/mental-health-carer-experience-survey-0

Australian Mental Health Outcomes and Classification Network

Mental health services and programs for older people

Information about Older People’s Mental Health (OPMH) Services and links to furthe information, services and contacts.

https://www.health.nsw.gov.au/mentalhealth/services/pages/programs-older-people.aspx

NSW Health

Mental health services and programs for older people

Information about Older People’s Mental Health (OPMH) Services and links to furthe information, services and contacts.

https://www.health.nsw.gov.au/mentalhealth/services/pages/programs-older-people.aspx

NSW Health

Motivational Interviewing Network of Trainers (MINT)

US resource with information, research, online training and links to further resouces.

https://motivationalinterviewing.org/

The Motivational Interviewing Network of Trainers

Motivational Interviewing Resource Guide

A USA resource that includes information relevant to the Australian context. This guide supports motivational interviewing at the individual practice level for both physicians and their staff to further enhance communication and improve the overall health system.

https://www.communitycarenc.org/sites/default/files/2017-10/MI_Resource_Guide-updated-October-2017.pdf

Community Care of North Carolina

Motivational interviewing techniques: Facilitating behaviour change in the general practice setting

Article about potential role of motivational interviewing in facilitating behaviour change in the general practice setting.

https://www.racgp.org.au/afp/2012/september/motivational-interviewing-techniques/

Australian Journal of General Practice

Multicultural Health Communication Service

Provides multilingual resources, translation service, information and advice, support for research with CALD communities, support for communications activities and events.

http://www.mhcs.health.nsw.gov.au/

NSW Health

Multicultural Health Communication Service

Provides multilingual resources, translation service, information and advice, support for research with CALD communities, support for communications activities and events.

http://www.mhcs.health.nsw.gov.au/

NSW Health

My Health Learning

Search 'Motivational Interviewing' for a list of relevant modeules.

http://www.ehealth.nsw.gov.au/programs/corporate/mhl

HETI

My Health Record Online Training

This training introduces My Health Record and outlines its benefits, features and functionalities.

https://training.digitalhealth.gov.au/login/index.php?_cldee=c2NvbGxhcmRAc25obi5vcmcuYXU%3d&recipientid=contact-1b9e05c62e0de811814ce0071b661681-15d082d08dec4cafb1f22d684f7ea4ef&esid=5ee999d8-bff1-e811-a966-000d3ad24a0d

Australian Digital Health Agency

My Health Record Resources

Resources to assist general practice in their use of My Health Record

https://www.racgp.org.au/running-a-practice/technology/workplace-technologies/electronic-records/my-health-record-in-general-practice/my-health-record-resources

RACGP

My Health Record Videos

Case studies and video content from My Health Record workshops held in 2018

https://www.racgp.org.au/running-a-practice/technology/workplace-technologies/electronic-records/my-health-record-in-general-practice/face-to-face-workshops

RACGP

My Health Record: For you & your family

Information for consumers about My Health Record

https://www.myhealthrecord.gov.au/for-you-your-family

Australian Digital Health Agency

My Values

A resource for consumers, MyValues is a set of specially constructed statements designed to help you identify, consider and communicate your wishes about the medical treatment you would want in the later stages of life.

https://www.myvalues.org.au/

Barwon Health

National Aboriginal and Torres Strait Islander Health Plan 2013-2023

Web page includes link to the 2013-2023 Implementation Plan for the National Aboriginal and Torres Strait Islander Health Plan and other relevant documents.

http://www.health.gov.au/natsihp

The Department of Health

National guide to a preventive health assessment for Aboriginal and Torres Strait Islander people

A guide to best practice preventive healthcare for Aboriginal and Torres Strait Islander patients. You can also access The National Guide Podcast and other resources from this page.

https://www.racgp.org.au/clinical-resources/clinical-guidelines/key-racgp-guidelines/view-all-racgp-guidelines/national-guide

RACGP & NACCHO

National Relay Service

A phone solution for people who are deaf or have a hearing or speech impairment.

https://relayservice.gov.au/

National Relay Service

National Strategic Framework for Aboriginal and Torres Strait Islander Peoples’ Mental Health and Social and Emotional Wellbeing 2017-2023

This Framework provides a dedicated focus on Aboriginal and Torres Strait Islander social and emotional wellbeing and mental health. It sets out a comprehensive and culturally appropriate stepped care model that is equally applicable to both Indigenous specific and mainstream health services.

https://pmc.gov.au/resource-centre/indigenous-affairs/national-strategic-framework-mental-health-social-emotional-wellbeing-2017-23

Department of the Prime Minister and Cabinet

NCPHN Health Literacy Framework

Framework for improving health literacy among consumers, health professionals and throughout health services.

https://ncphn.org.au/wp-content/uploads/2017/10/20160812-Health-Literacy-Framework-FINAL.pdfhttps://ncphn.org.au/archives/programs/health-literacy

Northern NSW Local Health District and North Coast Primary Health Network

NHS Health Literacy Toolkit

Toolkit for raising awareness and upskilling staff. UK resource, many of the tools will be useful in the Australian context.

https://www.hee.nhs.uk/our-work/health-literacy?utm_source=The%20King%27s%20Fund%20newsletters&utm_medium=email&utm_campaign=8957038_NEWSL_HWBB%202017-12-18&dm_i=21A8%2C5BZAM%2CFLWSV7%2CKNN69%2C1

NHS Health Education England

Northern NSW Health Literacy Project

Access to health literacy information, tools and resources.

Parts of the website are only accessible to health professionals and you need to register to request access.

https://healthliteracy.nnswlhd.health.nsw.gov.au/

Northern NSW Local Health District and North Coast Primary Health Network

NSW Health & Civil Chaplaincies Advisory Committee NSW Memorandum of Understanding

The Memorandum of Understanding sets out the requirements for accredited chaplains to provide chaplaincy and pastoral care services in the NSW Health system.

https://www1.health.nsw.gov.au/pds/Pages/doc.aspx?dn=PD2011_004

NSW Health

NSW Health: Health care interpreting and translating services

Free service for NSW Health, government funded NGOs and other NSW government organisations Fee for service also available to others. Page includes links to LHD interpreter and translation services.

https://www.health.nsw.gov.au/multicultural/Pages/health-care-interpreting-and-translating-services.aspx

NSW Health

NSW Telehealth Framework and Implementation Strategy: 2016-2021

A framework for telehealth activity in NSW.

https://www.health.nsw.gov.au/telehealth/pages/default.aspx

NSW Health

NSW Trustee & Guardian

Information about making a will, powers of attorney, enduring guardianship and more.

https://www.tag.nsw.gov.au/

NSW Government

NSW Youth Health Framework 2017-24

This Policy sets out roles and requirements to facilitate the implementation of the NSW Youth Health Framework 2017-24. The Framework supports NSW Health to consider the health and wellbeing of young people when planning and delivering services and programs. The Framework supports healthcare that is responsive to the needs of young people, including targeted approaches for young people at higher risk of poor health, youth-friendly services, access for young people, and workforce capacity.

https://www1.health.nsw.gov.au/pds/Pages/doc.aspx?dn=PD2017_019

NSW Health

Open Notes: Everyone on the Same Page

A call to action for open communciation and information sharing between patients and providers. OpenNotes provides free tools and resources that help clinicians and health care systems share notes with patients.

https://www.opennotes.org/

OpenNotes

Ophelia Toolkit

A step-by-step guide for identifying and responding to health literacy needs within local communities.

https://www.ophelia.net.au/bundles/opheliapublic/pdf/DEA1238-Ophelia-Toolkit-FA-Digital_reduced.pdf

Deakin University

Option GridTM decision aids

Decision aids and links to research about shared decision making and decision aids.

License required for most decision aids

https://health.ebsco.com/products/option-grid

EBSCO Health

palliAGED: Palliative care aged care evidence

Palliative care evidence and practice resources

https://www.palliaged.com.au/tabid/4248/Default.aspx

The Department of Health and Flinders University

Palliative & End of Life Care: A Blueprint for Improvement

The Blueprint provides a flexible guide for health services to meet the needs of people approaching and reaching the end of life, their families and carers and can be implemented across all settings of care

https://www.aci.health.nsw.gov.au/palliative-care-blueprint

Agency for Clinical Innovation

Palliative Care and planning for End-of-Life Care

Information for consumers about starting the end-of-life care conversation.

http://www.health.gov.au/internet/main/publishing.nsf/Content/palliative-care-and-end-of-life-care

The Department of Health

Patient Activation in the NHS

How the PAM is used in the NHS to assess patient activation and support consumer self-management.

https://www.england.nhs.uk/ourwork/patient-participation/self-care/patient-activation/

NHS England

Patient Activation Measure (PAM)

The PAM identifies where an individual falls within four different levels of activation which can give providers insight to more effectively support each individual.

Licence required and fee applies.

http://www.insigniahealth.com/products/pam-survey

Insignia Health

Patient Decision Aids

Web page with links to research, infographic and ACSQHC decision aids

https://www.safetyandquality.gov.au/our-work/shared-decision-making/patient-decision-aids/

The Australian Commission on Safety and Quality in Healthcare

Patient Decision Aids

An inventory of evidence-based decision aids, and online training, resources and tools.

All included decision aids are publicly available.

https://decisionaid.ohri.ca/index.html

The Ottawa Hospital Research Institute

Patient Navigator Training Collaborativehttp://patientnavigatortraining.org/

USA website, includes free online eLearning Courses, special topic courses and webinars that Australian clinicians and lay navigators made find useful and a range of patient navigation tools and resources.

Patient Navigator Training Collaborative

Patient Reported Measures: Outcomes that Matter to Patients

The PRMs program endeavours to support patients and clinicians, and add value to their interactions. The program is divided into Patient Reported Outcome Measures (PROMs) and Patient Reported Experience Measures (PREMs). Web page includes links to resources, tools, research, online training and a community of interest.

https://www.aci.health.nsw.gov.au/make-it-happen/prms

Agency for Clinical Innovation

Patient-Reported Outcome Measures

Information about PROMs and reports which present evidence about the appropriate and meaningful use and implementation of PROMs.

https://www.safetyandquality.gov.au/our-work/indicators/patient-reported-outcome-measures/

Australian Commission on Safety and Quality in Health Care

Peer Leaders Online Training

This free course is designed to be a step by step guide to setting up and running a peer support group as well as a resource to help build the capacity of an existing one. The site also includes other training courses, such as Health Literacy, and resources including a peer support evaluation tool.

http://www.peerleadersonlinetraining.net/

Chronic Illness Alliance

Peer Services Toolkit: A Guide to Advancing and Implementing Peer-run Behavioral Health Services

USA resource aimed at supporting efforts to advocate and expand the capacity, capability and scope of peer services.

http://www.consumerstar.org/site/?q=node/49

The College for Behavioral Health Leadership

Peer Support

Links to resources and evidence for peer support.

https://www.nesta.org.uk/feature/realising-value-resource-centre/peer-support/

Nesta

Peer support for chronic and complex conditions

A literature review to identfy effective models of peer support including sustainability and cost effectiveness.

http://www.chronicillness.org.au/wp-content/uploads/2015/09/PeerSupportforChronicandComplexConditionsLitRevMay2011Final.pdf

Chronic Illness Alliance

Peer Support: People supporting people

Information for consumers about peer support and its benefits, includes links to training and events (Melbourne based) and organisations that offer peer support.

http://www.healthissuescentre.org.au/consumers/being-involved-in-your-own-care/peer-support/

Health Issues Centre

Peer Work Hub

Website with information and resources for implementing and growing a peer workforce in the mental health context.

http://peerworkhub.com.au/

Mental Health Comission of NSW

Peers for Progress: Peer Support Around the World

Peers for Progress is a program of the American Academy of Family Physicians Foundation to promote peer support as a key part of health, health care, and prevention around the world. The website includes information, resources, tools and training.

http://peersforprogress.org/

Peers for Progress

Performance coaching in clinical practice workshop

Coaching workshop designed for GPs, practice nurses, allied health practitioners and other practice personnel. Face-to-face and online options.

Fees apply for both face-to-face and online training.

https://www.lifestylemedicine.org.au/performance-coaching-in-clinical-practice-workshop/

Australasian Society of Lifestyle Medicine

Planning Ahead Tools: 3 easy ways to plan ahead

Planning ahead tools, fact sheets and personal stories.

https://planningaheadtools.com.au/

NSW Health

Planning for end of life

Information for consumers about starting conversations about end-of-life and advanced care planning, other useful information and links to resources and contacts.

https://www.myagedcare.gov.au/end-life-care/planning-end-life

Commonwealth of Australia: my aged care

Policy Directive: Interpreters – Standard Procedures for Working with Health Care Interpreters

This Policy Directive describes when and how to work with health care interpreters to support safe, effective and clear communication between health staff and patients, their carers and families.

http://www1.health.nsw.gov.au/pds/Pages/doc.aspx?dn=PD2017_044

NSW Health

Principles of Communication

Online training module that looks at how you can facilitate good communication - whether you are a patient, a carer or a health or social care professional. It aims to look at the basic things needed to make communication helpful for all those involved.

http://cs1.e-learningforhealthcare.org.uk/public/END/END_03_003/d/ELFH_Session/453/session.html?lms=n%20-%20summary.html#overview.html

NHS Health Education England

Programmed shared medical appointments: A novel procedure for chronic disease management

Article on programmed shared medical appointments which are an extension of the standard shared medical appointments model, designed to help manage more complex and specific chronic disease issues.

https://www1.racgp.org.au/AJGP/2018/January-February/Programmed-shared-medical-appointments-(1)

Australian Journal of General Practice

PROMIS® (Patient-Reported Outcomes Measurement Information System)

A set of person-centered measures that evaluates and monitors physical, mental, and social health in adults and children. It can be used with the general population and with individuals living with chronic condition.

Measures are publicly available and no fees are charged.

http://www.healthmeasures.net/explore-measurement-systems/promis

U. S. Department of Health and Human Services

Promoting Refugee Health

A online guide for doctors, nurses and other health care providers caring for people from refugee backgrounds.

https://refugeehealthnetwork.org.au/wp-content/uploads/PRH-online-edition_July2012.pdf

Foundation House – The Victorian Foundation for Survivors of Torture Inc

Providing culturally appropriate palliative care to Aboriginal and Torres Strait Islander Peoples: Resource Kit

Strategies and training material to support staff in mainstream health services to provide culturally appropriate palliative care to Aboriginal and Torres Strait Islander peoples.

http://www.health.gov.au/internet/main/publishing.nsf/content/palliativecare-pubs-indig-resource.htm

The Department of Health

Providing culturally appropriate palliative care to Aboriginal and Torres Strait Islander Peoples: Resource Kit

Strategies and training material to support staff in mainstream health services to provide culturally appropriate palliative care to Aboriginal and Torres Strait Islander peoples.

http://www.health.gov.au/internet/main/publishing.nsf/content/palliativecare-pubs-indig-resource.htm

The Department of Health

ReachOut.com

Reachout.com is an online youth mental health service

https://au.reachout.com/

ReachOut Australia

Refugee Health Network of Australia

The Refugee Health Network of Australia (RHeaNA) is a national network of health and community professionals who share an interest and/or expertise in refugee health.

http://www.refugeehealthaustralia.org/

The Refugee Health Network of Australia (RHeaNA)

Respecting Patient Privacy and Dignity in NSW Health

A guide for NSW Health employees about respecting patient privacy and dignity, including respecting and responding to cultural and spiritual needs. See section 4 - Respect the needs of dying patients, the critically ill and their carers, and section 5 - Respect culture and beliefs for information about supporting spiritual diverstiy.

https://www.health.nsw.gov.au/Performance/Publications/ct-8ways-booklet.pdf

NSW Health

Respecting the Difference: An Aboriginal Cultural Training Framework for NSW Health

Mandatory training for NSW Health staff, includes links to policy directives and other information.

https://www.health.nsw.gov.au/workforce/aboriginal/Pages/respecting-the-difference.aspx

NSW Health

Rural eHealth Strategy

The Rural eHealth Program will deliver a new approach to the way healthcare is delivered across rural areas of NSW.

http://www.ehealth.nsw.gov.au/programs/clinical/rural

NSW Health

Safety Issues at Transitions of Care

Consultation report on pain points relating to clinical information systems

https://www.safetyandquality.gov.au/wp-content/uploads/2018/03/Safety-issues-at-transitions-of-care-consultation-report.pdf

The Australian Commission of Safety and Quality in Health Care

Seminar: Breaking Down the Barriers

Video seminar presentations on health literacy, communication and health services. Sponsored by the , Clinical Excellence Commission, Australian Commission on Safety and Quality in Health Care, University of Sydney and NSW Health Care Complaints Commission.

http://www.blueshadowgroup.com.au/clients/BDTB/Start.html

Blue Shadow Group

SHARE Peer Support Program

A peer support program which links patients with a burn injury admitted to hospital with a burn injury survivor for face to face, one on one social contact and support.

https://www.aci.health.nsw.gov.au/networks/burn-injury/about/share-peer-support-program

Agency for Clinical Innovation Burn Injury Network

Shared Decision Making

Information about the Commission's work in shared decision making including links to resources, publications, decision aids and webinars.

https://www.safetyandquality.gov.au/our-work/shared-decision-making/

The Australian Commission on Safety and Quality in Healthcare

Shared decision making videos from the MAGIC programme

Short videos that explore what shared decision making is, its benefits from the perspective of patients, clinicians and commissioners and how it can be put into practice.

http://personcentredcare.health.org.uk/resources/shared-decision-making-videos-magic-programme

The Health Foundation

Shared decision making: what do clinicians need to know and why should they bother?

Article about shared decision making including the benefits and different approaches clinicians and consumers can use.

https://www.mja.com.au/journal/2014/201/1/shared-decision-making-what-do-clinicians-need-know-and-why-should-they-bother

The Medical Journal of Australia

Shared Medical Appointments

A good overview of how shared medical appointments (SMAs) work. Includes video and links to a free introductory webinar, SMA training workshop and research and articles on SMAs.

https://www.lifestylemedicine.org.au/shared-medical-appointments

Shared medical appointments for Aboriginal and Torres Strait Islander men

Article on a study to determine acceptability and appropriateness of shared medical appointments (SMAs) in primary care for Aboriginal and Torres Strait Islander men which found that SMAs may offer a culturally safe and appropriate tool to enhance Aboriginal and Torres Strait Islander peoples’ access to primary care.

https://www.racgp.org.au/afp/2016/june/shared-medical-appointments-for-aboriginal-and-torres-strait-islander-men/

Australian Family Physician

Shared medical appointments: An adjunct for chronic disease management in Australia?

Article about shared medical appointments in the Australian context.

https://www.racgp.org.au/afp/2014/march/shared-medical-appointments/

Australian Family Physician

Supported Decision-Making

Information about supported decsion-making in dementia care and links to a range of resources from guides, videos and webinars to inform, educate and guide the community about the importance of supported-decision making.

http://sydney.edu.au/medicine/cdpc/news-events-participation/supported-decision-making.php

University of Sydney: Cognitive Decline Partnership Centre

Supporting people to manage their health: An introduction to patient activation

Article about the PAM written by the creators of the PAM

https://www.kingsfund.org.uk/publications/supporting-people-manage-their-health

The King's Fund

SWSLHD Consumer & Community Participation Framework

Chapter 15 - health literacy

https://www.swslhd.health.nsw.gov.au/ccp/pdf/CCP-Framework.pdf

South Western Sydney Local Health District

Teach back

Free online learning module and other teach back resources

http://teachback.org/

South Eastern Sydney Local Health District and Deakin University Health Systems Improvement Unit

Tele-Derm

Tele-Derm is an internationally recognised online resource, designed to provide practical advice to rural doctors for diagnosis and management of skin disease in general practice.

Available to ACRRM members and subscribers, non-members/subscribers can apply for free access.

https://www.acrrm.org.au/search/find-online-learning/details?id=13725

Australian College of Rural and Remote Medicine

Tele-psychiatry

Tele-psychiatry is access to a specialist mental health clinical input via telehealth to supplement face-to-face services.

https://www.aci.health.nsw.gov.au/networks/aged-health/about/building-partnerships/tele-psychiatry

Agency for Clinical Innovation Aged Health Network

Telehealth

A range of telehealth resources for GPs including implementation and tech guidance and templates and fact sheets for patients.

https://www.racgp.org.au/running-a-practice/technology/telehealth

RACGP

Telehealth

Information about telehealth, links to resources and the Telehealth Capability Interest Group.

https://www.aci.health.nsw.gov.au/make-it-happen/telehealth

Agency for Clinical Innovation

Telehealth

Information about telehealth and links to resources

http://www.health.gov.au/internet/main/publishing.nsf/content/e-health-telehealth

The Department of Health

Telehealth consultations with Aboriginal people for pain management

Guide for clinicians on providing chronic pain management services to Aboriginal people via telehealth.

https://www.aci.health.nsw.gov.au/__data/assets/pdf_file/0005/365513/ACI17081_Telehealth-Consult_Guide_F_WEB.pdf

Agency for Clinical Innovation Pain Management Network

Telehealth in psychiatry

Resources for psychiatrists using telepsychiatry in their practice, including information on setting up a telepsychiatry system.

https://www.ranzcp.org/Publications/Telehealth-in-psychiatry

RANZCP

Telehealth training and tools

Links to a range of telehealth resources including guidelines, tools, education and training, and profession-specific information for doctors, nurses and midwives.

http://www.flinders.edu.au/mnhs/telehealth/project-information/training-and-tools.cfm

Flinders University

Telehealth: Specialist video consultations under Medicare

People in telehealth eligible areas of Australia have access to specialist video consultations under Medicare. This web page provides information and links to resources.

http://www.mbsonline.gov.au/telehealth

The Department of Health

Ten attributes of a health literate healthcare organisation

Attributes and examples of actions that can be taken to achieve them.

https://www.dhhs.tas.gov.au/publichealth/about_us/health_literacy/health_literacy_toolkit/ten_attributes_of_a_health_literate_healthcare_organisation

Tasmanian Department of Health and Human Services

The 10 Building Blocks of Primary Care: “Ask Tell Ask” Sample Curriculum

Ask Tell Ask training resource.

https://cepc.ucsf.edu/sites/cepc.ucsf.edu/files/Curriculum_sample_14-0602.pdf

University of California Center for Excellence in Primary Care

The Chronic Illness Peer Support Group (ChIPS)

ChIPS is an exciting adolescent peer support program at The Children's Hospital at Westmead for young people aged 12-25 years who are living with a chronic illness or condition that affects their day-to-day lives. ChIPS is run by adolescents for adolescents, it offers social activities, leadership opportunities and an annual camp.

https://www.schn.health.nsw.gov.au/hospitals/teenagers/services-for-teens

The Sydney Children's Hospitals Network

The Chronic Illness Peer Support Group (ChIPS)

ChIPS is an adolescent peer support program at The Children's Hospital at Westmead for young people aged 12-25 years who are living with a chronic illness or condition that affects their day-to-day lives. ChIPS is run by adolescents for adolescents, it offers social activities, leadership opportunities and an annual camp.

https://www.schn.health.nsw.gov.au/hospitals/teenagers/services-for-teens

The Sydney Children's Hospitals Network

The Chronic Illness Peer Support Group (ChIPS)

ChIPS is an adolescent peer support program at The Children's Hospital at Westmead for young people aged 12-25 years who are living with a chronic illness or condition that affects their day-to-day lives. ChIPS is run by adolescents for adolescents, it offers social activities, leadership opportunities and an annual camp.

https://www.schn.health.nsw.gov.au/hospitals/teenagers/services-for-teens

The Sydney Children's Hospitals Network

The Health Literacy Place

Health literacy tools, training, evidence and resources.

http://www.healthliteracyplace.org.uk/

NHS Education for Scotland

The Health Wide Area Network (HWAN)

The HWAN will provide a network which will support remote access, multimedia applications and services, data exchange voice and video services as well as wireless access across NSW Health laying the foundation for the successful delivery of clinical programs.

http://www.ehealth.nsw.gov.au/programs/infrastructure/hwan

NSW Health

The Newest Vital Sign (NVS)

The Newest Vital Sign (NVS) is a valid and reliable screening tool available in English and Spanish that identifies patients at risk for low health literacy. It is based on a nutrition label from an ice cream container and takes approximatley three minutes to administer.

No license or cost.

https://www.pfizer.com/health/literacy/public-policy-researchers/nvs-toolkit

Pfizer Inc.

The Sydney Children's Hospitals Network

Comprehensive website including services and resources for working with children.

https://www.schn.health.nsw.gov.au/

The Sydney Children's Hospitals Network

The teach-back method

Simple information sheet and good practice example.

http://www.sahealth.sa.gov.au/wps/wcm/connect/acb97c004e4552aeac22af8ba24f3db9/HLT-TeachBackMethod-T4-PHCS-SQ-20130118.pdf?MOD=AJPERES&CACHEID=ROOTWORKSPACE-acb97c004e4552aeac22af8ba24f3db9-m08rRH-

SA Health

Think Cultural Health - Resource Library

Comprehensive library of resources including research papers, fact sheets, training and toolkits; many will be useful for clinicians in the Australian context

https://www.thinkculturalhealth.hhs.gov/resources/library

U. S. Department of Health and Human Services

Thinksulin - A Clinical Decision Support App

A point of care app for Junior Medical Officers and nursing staff that provides information and decision support on blood glucose level targets, hypoglycaemia management, blood glucose monitoring, basal-bolus calculations, and charting and reviewing doses.

Thinksulin is available free on the AppStore and Google Play

https://www.aci.health.nsw.gov.au/networks/diabetes-taskforce/inpatient-management-of-diabetes-mellitus#thinksulin

Agency for Clinical Innovation

TIS – National Translating and interpreting service

Free service for private medical practitioners, general practice staff, pharmacies, private allied health, emergency services, NGOs and others.

https://www.tisnational.gov.au/

Department of Home Affairs

Towards better health for refugee children and young people in Australia and New Zealand

A report of the Royal Australasian College of Physicians that collates the literature and proposes recommendations to improve the delivery of healthcare to refugee children and young people.

https://www.racp.edu.au/docs/default-source/advocacy-library/towards-better-health-for-refugee-children-and-young-people-in-au-and-nz.pdf

RACP

Translation Services

Translation services information package and guidelines for health staff.

http://www.mhcs.health.nsw.gov.au/services/translation/translation

NSW Health

Trapeze: a supported leap into adult health

Trapeze is a free service to help adolescents manage their condition better as they make the leap from their children’s hospital to adult health care services.

http://www.trapeze.org.au/intro/

The Sydney Children's Hospitals Network

Trauma-Informed Care and Practice in Mental Health Services

A project that aims to improve the experience of care for consumers, families and staff through the provision of Trauma-Informed Care and Practice in mental health services. Includes links to further reading.

https://www.aci.health.nsw.gov.au/networks/mental-health/trauma-informed-care-and-practice-in-mental-health-services

ACI Mental Health Network

Useful links: Links to other websites related to palliative care.

Links to Commonwealth funded palliative care activities, Australian governement sites and palliative care and support organisations.

http://www.health.gov.au/internet/main/publishing.nsf/Content/palliativecare-links.htm

The Department of Health

User Guide for Aboriginal and Torres Strait Islander Health

A guide for health service organisations to address six actions from the NSQHS Standards that are specific to Aboriginal and Torres Strait Islander people.

https://nationalstandards.safetyandquality.gov.au/topic/user-guide-aboriginal-and-torres-strait-islander-health

Australian Commission on Safety and Quality in Health Care

Using interpreters: a guide for GPs

Article outlining Australia’s system for providing interpreters for medical consultations and optimal ways of working with interpreters. Reprinted from Australian Family Physician Vol. 39, No. 4, April 2010.

https://www.racgp.org.au/download/documents/AFP/2010/April/201004phillips.pdf

RACGP

Using the teach-back technique

Simple information sheet and good practice example.

https://www.ceh.org.au/using-the-teach-back-technique/

Centre for culture, ethnicity & health

Video - Teach back - a technique for clear communication

Short training video for clinicians

https://www.youtube.com/watch?v=d702HIZfVWs&feature=youtu.be

North Western Melbourne Primary Health Network

Video - Three simple steps to better health

Short video for consumers

https://www.youtube.com/watch?v=AN3Jna8soiE

Central and Eastern Sydney Primary Health Network

Video - What is Teach-Back?

Short training video for clinicians

http://www.ihi.org/education/IHIOpenSchool/resources/Pages/AudioandVideo/ConnieDavis-WhatIsTeachBack.aspx

Institute for Healthcare Improvement

Video Call

Video Call has been developed by Healthdirect Australia to make it easy for healthcare providers to offer their services via video consultation.

https://about.healthdirect.gov.au/video-call

Healthdirect

What is 'Ask, Tell, Ask?'

Ask Tell Ask training video.

http://www.ihi.org/education/IHIOpenSchool/resources/Pages/AudioandVideo/ConnieDavis-WhatIsAskTellAsk.aspx

Institute for Healthcare Improvement

What is motivational interviewing

Motivational interviewing training video

http://www.ihi.org/education/IHIOpenSchool/resources/Pages/AudioandVideo/ConnieDavis-WhatIsMotivationalInterviewing.aspx

Institute for Healthcare Improvement

Young Australians: their health and wellbeing 2011

A statistical report on the health of young people aged 12-25 years.

https://www.aihw.gov.au/getmedia/14eed34e-2e0f-441d-88cb-ef376196f587/12750.pdf.aspx?inline=true

Australian Institute of Health and Welfare

Your Experience of Service

Information and the YES, YES CMO and YES SMO short form and links.

https://www.amhocn.org/your-experience-service

Australian Mental Health Outcomes and Classification Network

Your Experience of Service (YES) report

Report on what consumers have said about NSW Mental Health Services by completing the YES Questionanaire.

https://www.health.nsw.gov.au/mentalhealth/Pages/consumer-mh-partners.aspx

Being and NSW Health

Your Experience of Service (YES) survey instrument

National measure of mental health services by consumers (PREM). Standard and community-managed organisations (CMO) versions are available.

License required via online application, no fees are charged.

https://www.aihw.gov.au/reports/mental-health-services/mental-health-services-in-australia/national-mental-health-committees/mental-health-information-strategy-standing-committee/your-experience-of-service-survey-instrument

Australian Institute of Health and Welfare