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Counties Manukau Health Library Database & Resource Directory

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Patient and Whaanau Centred Care / Health Literacy Clearinghouse


Patient experience

Patient and whaanau centred care at Counties Manukau Health
Guidelines and Resources
Patient Co-design Portals
Additional Resources and Further Reading
Selected Learning Opportunities

Health literacy

Guidelines and Resources
Selected aids and communication tools developed by NZ DHBs
Health Literacy Portals
Additional Resources and Further Reading
Selected Learning Opportunities

Patient Experience


Patient and whaanau centred care at Counties Manukau Health

Patient and Whaanau Centred Care
The Patient and Whaanau Centred Care Programme is one of six executable strategies under the ‘Achieving a Balance’ Portfolio and makes a strong contribution to our Triple Aim of: Keeping people well; improving patient experience; and affordability. This programme demonstrates visible commitment to patient and family centred care at the highest level of the organisation.

see CM Health reports on inpatient experience


Guidelines and Resources

The Patient Experience Library
"We have brought together the whole of the UK's qualitative literature on patient experience. We make as much stuff available free of charge as we can - through our weekly newsletter and through selected Insight reports and Knowledge maps.  We also make reports available to download for free, grouped by the month they were added to the Library" - Search the library

The Beryl Institute
The Beryl Institute is the global community of practice and premier thought leader on improving the patient experience in healthcare. *Full text access to resources is limited to Beryl Institute members.  Copies of all reports and papers can be requested from the Counties Manukau Health Library.
Case studies

Health and Disability Consumer Representative Training Guide (updated 2017) (HQSC, 2017)
The Commission has developed a comprehensive training package for facilitators to use to help new health and disability consumer representatives to prepare for their role. It is designed to support consumers to participate confidently when sharing their views and experiences in decision-making forums across the sector.  The training package was updated in 2017 and will continue to be revised to reflect changes to key government documents (such as updated national strategies) and to incorporate new information.

From PES to PDSA: A guide to using the patient experience survey portal for quality improvement (HQSC, 2018)From PES to PDSA outlines how to use the patient experience reporting portal for quality improvement.  Written collaboratively with the Commission's quality improvement team, this document breaks down Plan, Do, Study, Act cycles into well-defined steps so you can streamline quality improvement activities within your primary health organisation or general practice.

Engaging Patients in Patient Safety – a Canadian Guide (CPSI, 2017)
While the guide focuses primarily on patient safety, many engagement practices apply to other areas, including quality, research, and education. The guide is designed to support patient engagement in any healthcare sector.

From knowledge to action: A framework for building quality and safety capability in the New Zealand health system (HQSC, 2016)
A high-level framework to guide the development of quality and safety capability across all levels in the health and disability sector, including consumers/patients.

Recommendations to OECD Ministers of Health from the High Level Reflection Group on the future of health statistics: Strengthening the international comparison of health system performance through patient-reported indicators (OECD, 2017)
Groundbreaking ministerial statement endorsed plans for a major programme of work on patient reported indicators of health system performance. Patient Reported Experience Measures (PREMs) and Patient Reported Outcome Measures (PROMs) seem set to become the new currency for comparative performance assessment, but they may have an even more important role in clinical care.

The Eight Principles of Patient Centred Care
This webpage summarises findings from work by researchers from Harvard Medical School on behalf of Picker Institute and The Commonwealth Fund.  It draws on a literature review and wide range of focus groups to identify 8 Principles of Patient Centred Care that are needed to meet the Institute of Medicine's definition of patient-centred care.

Engaging with consumers: a guide for district health boards
This resource is a practical guide to help New Zealand district health boards, and the health and disability services they fund, to engage better with consumers. It covers consumer engagement in the design and delivery of services, as well as the development of policy and governance procedures.

see also Additional reading and useful links

Health Service Co-Design [WDHB]
A guide from Waitemata DHB providing a range of flexible tools for working effectively with patients in service improvement work.

NHS information and resources
Experience Based Design: Questionnaire.
Experience Based Design: Guide & Tools.
Experienced Based Design: Concepts and Case Studies.
Creating a revolution in patient and customer experience - Implementation Guidance The Friends and Family Test.
Feeling better? Improving patient experience in hospital.
NICE Quality standard for patient experience in adult NHS services

Australian Commission on Safety and Quality in Health Care
Person-centred healthcare organisations
The Commission has developed a number of resources to help support healthcare organisations to achieve excellent person-centred care.  Including reports, fact sheets and case studies.

Australian Commission on Safety and Quality in Health Care
Patient-centred care: improving quality and safety through partnerships with patients and the community

Australian Commission on Safety and Quality in Health Care
NSQHS Standard 2: Partnering with consumers: Tip Sheets and self assessment tool

The Kings Fund
Patient- and family-centred care toolkit
The patient- and family-centred care toolkit from The King's Fund is a simple, step-by-step method for recording and understanding patient and family experiences.

1000 Lives Improvement [NHS Wales]
Listening and Learning to Improve the Experience of Care
The white paper collects case studies from around Wales of how NHS teams and departments have gathered ‘patient feedback’ to inform changes and improvements in services.

Guide to patient and family engagement in hospital quality and safety (AHRQ)
An evidence-based resource to help hospitals work as partners with patients and families to improve quality and safety.

Consumer Assessment of Healthcare Providers and Systems (CAHPS)
AHPS surveys ask patients to report on their experiences with a range of health care services at multiple levels of the delivery system. Several surveys ask about experiences with ambulatory care providers such as health plans, physicians' offices, and mental health plans, while others ask about experiences with care delivered in facilities such as hospitals, dialysis centers, and nursing homes.

The CAHPS Child Hospital Survey (Child CAHPS)
Assesses the experiences of pediatric patients (17 and younger) and their parents or guardians with inpatient care. It complements the Adult Hospital Survey, which asks adult inpatients about their experiences. Child HCAHPS covers most of the topics addressed by the Adult version of the Hospital Survey as well as topics that are particularly relevant to pediatric care.

Patient Engagement Resource Hub (Canadian Foundation for Healthcare Improvement)
Hub resources include Canadian and international open source tools. Use them in patient and family engagement initiatives to improve health and healthcare.

Helping measure person-centred care: a review of evidence about commonly used approaches and tools used to measure person-centred care (Health Foundation)
This rapid review signposts to research about commonly used approaches and tools to help
measure person-centred care. It aims to showcase the many tools available for those working in
policy and practice.  A spreadsheet listing 160 of the most commonly researched measurement
tools accompanies this review.

Person and patient-centred care
An excellent collection of resources and articles curated by the team at Health Navigator.

Guide to Improving Patient Safety in Primary Care Settings by Engaging Patients and Families 
A compilation of evidence-based best practices for improving patient safety through patient, family, and caregiver engagement. This comprehensive guide provides primary care practices with four strategies that they can adopt to improve patient safety.

Patient/Family Advisory Councils in Ontario Hospitals – At Work, In Play (Change Foundation, 2014)
This report investigates the evolving function and best practices of Ontario’s hospital-based Patient/Family Advisory Councils (PFACs): one mechanism some hospitals are using – among other approaches – to advance patient/family engagement and patient-centred care.  This 3-part preliminary report aims to guide, connect and inspire by presenting thematic findings with examples of challenges and successes (part 1); quantitative data (part 2); and listings of PFAC initiatives, with contacts (part 3). The Foundation interviewed patients, family and staff from 29 hospitals about the functioning and impact of their councils.


Patient Co-design Portals

Australian Institute for Patient & Family Centred Care 

Clinical Excellence Commission

EBCD: Experience-based co-design toolkit [UK]
This toolkit gives a step-by-step guide to improving patient experience of health care using a technique called experience-based co-design (EBCD).The toolkit includes short videos from staff and patients involved in experience-based co-design (EBCD) projects to help bring to life the successes and intense rewards of running this type of improvement project.


Experience Based Co-design Toolkit [ AHHA]
Australian-developed toolkit developed by the Australian Healthcare and Hospitals Association (AHHA) and the Consumers Health Forum (CHF) will help individual hospitals and healthcare services to provide better experiences of healthcare for both workers and patients. Sets out a process for co-design and includes case studies.

Flip the Clinic

Flip the Clinic is an open experiment to transform the patient-clinician experience. It is where patients and health practitioners improve medical care, together. Find new ideas, join the collaboration, and follow the community’s progress

Health Quality & Safety Commission Co-Design in Partners in Care

Partners in Care is a six- to eight-month programme brought to you by the Health Quality & Safety Commission with a focus on consumer engagement, using the National Health Service Institute’s Experience-Based Design programme

Kings Fund in London

The Beryl Institute

The Beryl Institute is the global community of practice and premier thought leader on improving the patient experience in healthcare. *Full text access to resources is limited to Beryl Institute members.
Case studies


Additional Resources and Further Reading

Improving patients experience: a database and reading list curated by the KingsFund

Additional reading and useful links compiled by the NZ HQSC to support Engaging with consumers: a guide for district health boards

Co-design programme evaluation and case studies 2015–16 [NZ HQSC]
The 2015–16 co-design programme was delivered in two DHBs over an eight-month period from October 2015 to May 2016. The evaluation report, interviews and case studies from the programme are now available. The report has identified a number of learnings which offer potential future opportunities to increase the sustainability of co-design approaches.

Patient experience: a selective bibliography. Compiled by the Counties Manukau Health Library (March 2015)

Patient Experience Week March 2015: white paper. Prepared by Ko Awatea

Resources indexed on the HIIRC website : Improvement & Innovation – Quality Improvement – Patient Centred Care

A systematic review of evidence on the links between patient experience
and clinical safety and effectiveness (BMJ Open; 2013)

Making patient values visible in healthcare: a systematic review of tools to assess patient treatment priorities and preferences in the context of multimorbidity (BMJ Open; 2016)

Putting the consumer first: Creating a consumer-centred health system for a 21st century Australia. A health policy report, April 2016 (The George Institute; 2016)

Experience Based Co-Design Toolkit [Kings Fund]

Health Service Co-Design Toolkit [Waitemata DHB, NZ]

Co-design: shared perspectives on authentic co-design: putting consumers and carers at the center of mental health reform (Co-design Initiative, 2016)

Co-design programme evaluation and case studies 2015–16. Prepared for the Health and Safety Quality Commission. 2016.


Patient Experience Journal
Patient Experience Journal (PXJ) is an international, multidisciplinary, and multi-method, open-access, peer-reviewed journal engaging research, proven practices and a range of perspectives, inclusive of patients and families, focused on understanding and improving patient experience. PXJ is designed to share ideas and reinforce key concepts that impact the delivery of service, safety and quality and their influence on the experience of patients, residents and families across healthcare settings.

Journal of Participatory Medicine
The Journal of Participatory Medicine is a peer-reviewed, open access journal with the mission to advance the understanding and practice of participatory medicine among health care professionals and patients. It is published by the Society for Participatory Medicine.


Selected Learning Opportunities



Health Literacy


Guidelines and Resources


Improving Health Literacy: New Zealand Medical Association Policy Briefing (2017) [NZMA]
The New Zealand Medical Association has published a policy briefing on Improving Health Literacy, that seeks to promote a shared understanding of what health literacy means, why it is important, and what can be done to improve it.

Health literacy review: a guide (2015) [NZ MoH]
Developped to take organisations through the review process and show you how to develop a Health Literacy Action Plan
see also 'A framework for health literacy: a health system response'

Rauemi Atawhai – A guide to developing health education resources in New Zealand (2012) [NZ MoH]
“A guide to developing health education resources in New Zealand has been developed to help the Ministry of Health and its contractors produce effective and appropriate health education resources that meet the needs of the intended audience, are easy to understand, and support improved health literacy.”

Translation is not enough: cultural adaptation of health communication materials ([ECDC: 2016]
This report describes the tools we need to effectively use print resources to communicate across cultures. This guide introduces an innovative five-step, stakeholder- based approach to adapting health communication materials. It describes how countries can take any health communication material, produced in English or other languages) and create adapted products which reflect national or local realities, needs and assets without losing the scientific correctness, core concepts and messages of the original version.

More resources for developing information that is easy to understand and use:
NSW Clinical Excellence Commission – Health Literacy Guide
Agency for Healthcare Research and Quality – Health literacy universal precautions toolkit
Agency for Healthcare Research and Quality – Patient Education Materials Assessment Tool
Canadian Public Health Association – Easy does it! Plain language and clear verbal communication training manual
US Centers for Disease Control and Prevention – Simply put: A guide for creating easy-to-understand materials

Three steps to better health literacy: a guide for health professionals (2014)

Engaging with consumers: a guide for district health boards (HQSC: 2015)
This resource is a practical guide to help New Zealand district health boards, and the health and disability services they fund, to engage better with consumers. It covers consumer engagement in the design and delivery of services, as well as the development of policy and governance procedures.

Health service co-design toolkit [Waitemata DHB]

Toolkit for Staff working in Culturally & Linguistically Diverse Health Environments [Waitemata DHB]

Cross Cultural Resource for Health Practitioners working with Culturally and Linguistically Diverse (CALD) clients [e-toolkit]

Self management support toolkit [NZ Health Navigator]

Health Literate Care Model: A Universal Precautions Approach
A universal precautions approach means treating all patients as if they are at risk of not understanding health information. When health care providers use this approach, they acknowledge that:
Professionals can’t accurately identify who understands and who doesn’t.
Even individuals with proficient health literacy skills may not attribute the same meaning to health terms and instructions as professionals do. These inviduals can sometimes have trouble understanding health information – especially when they are sick, frightened, or in pain.

Health literacy can be situational. For example, it may depend on the complexity of the information and the patient’s relevant experiences and stress level.Everyone benefits from clear, actionable information.By adopting a universal precautions approach, health care providers communicate with all patients in clear and actionable ways.

Making it easier: a health literacy action plan for Scotland (2017) [NHS Scotland]

Australian Commission on Safety and Quality in Health Care


HEALTH LITERACY: Taking action to improve safety and quality
The aims of the paper are to raise awareness of the importance of health literacy, and to start discussions about how it can be addressed systematically and who can be involved in this process.  The paper provides a broad overview of health literacy in Australia and identifies a number of areas and actions required to address health literacy in a coordinated way.

Health literacy: a summary for clinicians (ACSQHC, 2017)

see also

Tip Sheet 8: Health literacy and the NSQHS Standards
This fact sheet focusses on health literacy and how your organisation can strategically address health literacy and meet the requirements of the National Safety and Quality (NSQHS) Standards.|

The Universal Patient Language
The Universal Patient Language (UPL) is a set of resources that helps you communicate with patients about complex topics. We are constantly evolving the UPL as we learn new things.  The UPL was designed to help you:
Translate complex scientific data into digestible information;
Make your communications relatable and meaningful to patients;
Effectively use icons, visuals, and colors;
Enable patient learning through digital media

Health Literacy Toolkit (NHS, UK. 2017)
Includes practical tools, techniques and case studies.



Why Capital and Coast DHB carried our a health literacy review (2015)
Capital & Coast DHB reviewed a service issue – non-attendance at children’s outpatient clinics. This was an issue they were already investigating and the review contributed a health literacy perspective.

Why Counties Manukau DHB carried our a health literacy review (2015)
Counties Manukau Health reviewed oral health services and were concerned about life-long consumer engagement with services.

Why Northland DHB and Te Tai Tokerau PHO did a health literacy review (2105)
Northland DHB worked with Te Tai Tokerau Primary Healthcare Organisation to review diabetes services in primary care. The quality of diabetes care is of great importance in the North because of the growing numbers of consumers with diabetes.

More videos from the Ministry of Health about conducting health literacy reviews


Selected aids and communication tools developed by the New Zealand DHBs


AI2DET (Acknowledge, Introduce, Identify, Duration, Enquire and Effective Communication, Thank you ) [Counties Manukau Health]

A communication tool CM Health has adapted to improve face-to-face engagement experiences for patients and whānau, and promote values-based communication