Assessing the environment for engagement in health services: The Audit for Consumer Engagement (ACE) tool

Chauhan, Ashfaq; Newman, Bronwyn; Walpola, Ramesh; Seale, Holly; Manias, Elizabeth; Wilson, Carlene; Harrison, Reema

doi:10.1111/hex.13610

Cited by 3 publications

(4 citation statements)

References 51 publications

(122 reference statements)

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“…There is still a long way to go for consumers to gain strong engagement generally, but for CALD communities this challenge is pronounced. The analysis did not clearly identify physical environment as a factor for consumer engagement despite past earlier research suggesting otherwise (37).…”

Section: Discussioncontrasting

confidence: 64%

Creating safer cancer care with ethnic minority patients: A qualitative analysis of experiences of cancer service staff

Chauhan,

Newman,

Manias

et al. 2023

Preprint

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Introduction Effective consumer engagement practices can enhance patient safety. This is important for consumers from ethnic minority backgrounds who are exposed to increased risk of patient safety events. Using the Systems Engineering Initiative for Patient Safety (SEIPS) model, this study explored staff experiences of creating opportunities for engagement with consumers from ethnic minority backgrounds to contribute to their cancer care safety. Method A qualitative study was conducted using semi-structured interviews with cancer service staff from four cancer services across two states in Australia. Purposive sampling was used to recruit healthcare staff from diverse range of professions. Data was analysed using the Framework Analysis method. Results Fifty-four interviews were conducted with healthcare staff. Analysis of the qualitative interview data identified enablers and associated challenges that contributed to creating shared understanding between consumers and staff of the information, processes, expectations and problems arising in care. Enablers and challenges are reported in relation to four themes: (1) consumer- service provider dyad; (2) resources to support consumer engagement for safety; (3) organisational and policy levers; and (4) formal tasks incorporate consumer engagement more readily than informal interactions. Conclusion The availability of infrastructure and resources to support communication with consumers from ethnic minority backgrounds was limited to specific tasks across the cancer care continuum. Strategies implemented by health services to foster effective communication during formal interactions now need expansion to support and create conditions for effective consumer engagement during informal and everyday care tasks. Use of innovative language support tools and cultural considerations are required at service and system level to support consumer engagement in all type of care interactions. Public and patient involvement This study was embedded within a larger project that included a consumer investigator and was guided by a consumer advisory group (CAG). These consumer team members have lived experience of cancer and are from diverse ethnic backgrounds. The CAG members provided feedback on the draft interview guide and participant information for this study.

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Section: Discussioncontrasting

confidence: 64%

Creating safer cancer care with ethnic minority patients: A qualitative analysis of experiences of cancer service staff

Chauhan,

Newman,

Manias

et al. 2023

Preprint

Self Cite

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show abstract

“…There is still a long way to go for consumers to gain strong engagement generally, but for CALD communities this challenge is pronounced. The analysis did not clearly identify the physical environment as a factor for consumer engagement despite past earlier research suggesting otherwise 40 …”

Section: Discussioncontrasting

confidence: 57%

“…The analysis did not clearly identify the physical environment as a factor for consumer engagement despite past earlier research suggesting otherwise. 40 For consumers from ethnic minority backgrounds, the availability of language support (in the form of interpreters) is imperative for effective consumer-provider communication. 41,42 This study identified that often nursing and allied health staff reported communicating with consumers from ethnic minority backgrounds during everyday care interactions (chemotherapy and radiotherapy treatment sessions, ad-hoc appointments and inpatient cancer care-related tasks)…”

Section: Discussionmentioning

confidence: 99%

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Creating safer cancer care with ethnic minority patients: A qualitative analysis of the experiences of cancer service staff

Chauhan,

Newman,

Manias

et al. 2024

Health Expectations

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IntroductionEffective consumer engagement practices can enhance patient safety. This is important for consumers from ethnic minority backgrounds who are exposed to increased risk of patient safety events. Using the Systems Engineering Initiative for Patient Safety model, this study explored staff experiences of creating opportunities for engagement with consumers from ethnic minority backgrounds to contribute to their cancer care safety.MethodA qualitative study was conducted using semistructured interviews with cancer service staff from four cancer services across two states in Australia. Purposive sampling was used to recruit healthcare staff from a diverse range of professions. Data were analysed using the Framework Analysis method.ResultsFifty‐four interviews were conducted with healthcare staff. Analysis of the qualitative interview data identified enablers and associated challenges that contributed to creating a shared understanding between consumers and staff of the information, processes, expectations and problems arising in care. Enablers and challenges are reported in relation to four themes: (1) co‐creating safety through shared understanding of care processes; (2) tools and technologies support planned communication; (3) organisational policy levers exist but lack implementation in direct care and (4) formal tasks incorporate consumer engagement more readily than informal interactions.ConclusionThe availability of infrastructure and resources to support communication with consumers from ethnic minority backgrounds was limited to specific tasks across the cancer care continuum. Strategies implemented by health services to foster effective communication during formal interactions now require expansion to support and create conditions for effective consumer engagement during informal and everyday care tasks. The use of innovative language support tools and cultural considerations are required at the service and system level to support consumer engagement in all types of care interactions.Public and Patient InvolvementThe study was embedded within a larger project that included a consumer investigator and was guided by a consumer advisory group (CAG). These consumer team members have lived experience of cancer and are from diverse ethnic backgrounds. CAG members provided feedback on the draft interview guide and participant information for this study.

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Assessing the environment for engagement in health services: The Audit for Consumer Engagement (ACE) tool

Chauhan

Newman

Walpola

et al. 2022

Health Expectations

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Introduction Although it is widely accepted that the physical environment can impact health quality and care outcomes, its impact on consumer engagement with health services has not been examined. Currently, no tools exist that assess the opportunities for consumer engagement offered within the physical environment. We aimed to develop and validate an environmental audit tool to assist health services and researchers to assess the extent to which the physical environment in health services creates and supports opportunities for consumer engagement. Method An iterative, team‐based approach in partnership with diverse stakeholders was used to develop the Audit for Consumer Engagement (ACE) tool. A four‐stage process consisting of desktop review, concept clarification, identification of domains and validation was implemented. The tool was validated in one cancer service via face and content validation and inter‐rater reliability was also assessed. Results The ACE tool was demonstrated to comprise four main domains (access and signage information; resources for consumers; resources to support diversity; and consumer engagement events or activities) measured with 17 items. Face and content validity was achieved, and preliminary reliability analysis indicated substantial agreement between the two researchers for all four domains with an average of 86% agreement. Conclusion The ACE is a novel tool that is practical, relevant and reliable, and developed in partnership with consumers and health service providers. The tool can be used by health service providers, researchers and consumer agency groups to assess opportunities for consumer engagement offered within the physical environment of cancer services. The ACE tool has the potential to be used as a guide for enhancing consumer engagement opportunities and for research purposes. Further evidence about the validity of the tool is required, including criterion‐related validity and utility in other health settings. Patient/Public Contribution This project is part of a wider ‘CanEngage’ project that includes a consumer investigator and is supported by a consumer advisory group. This study was completed in active partnership with members of a consumer advisory group from diverse backgrounds. Feedback was sought from the members throughout the development process of the tool with findings discussed with the CanEngage group members in scheduled meetings.

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Assessing the environment for engagement in health services: The Audit for Consumer Engagement (ACE) tool

Cited by 3 publications

References 51 publications

Creating safer cancer care with ethnic minority patients: A qualitative analysis of experiences of cancer service staff

Creating safer cancer care with ethnic minority patients: A qualitative analysis of experiences of cancer service staff

Creating safer cancer care with ethnic minority patients: A qualitative analysis of the experiences of cancer service staff

Assessing the environment for engagement in health services: The Audit for Consumer Engagement (ACE) tool

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