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Clients’ Perception of the Quality of Care (CPQOC) – Monitoring and Feedback Project

Nationally, there has been a growing interest in how to document and learn from consumer feedback in Aboriginal and Torres Strait Islander primary health care, and this interest has been heightened by accreditation requirements about consumer input. The Clients’ Perception of the Quality of Care (CPQOC) Monitoring project gathered feedback on the support that health services might require to collect community perspectives and incorporate them into their quality improvement activities.

This project complements the larger ABCD National Research Partnership project; and the doctoral research by Rebecca Gooley, which developed and piloted the implementation of a set of tools designed to assess what Aboriginal consumers think about the quality of chronic disease care provided by a health service. The tools are intended for use in primary health care services as part of a Continuous Quality Improvement (CQI) program, and once fully tested the tools will be distributed and supported by One21seventy.

The Consumer’s Perspective of the Quality of Care Survey tool (CPOQC-S) and the Consumer’s Perspective of the Quality of Care Group Discussion tool (CPOQC-G) were developed with input from community members, staff and experts in the remote Primary Health Care context and can be adapted to suit other care delivery contexts. Questions cover six areas relating to best practice in chronic condition care: access to care, participation in care, care design, care planning and self– management, respectful care and care coordination and follow-up.

Benefits and outcomes of the CPQOC Monitoring project include:

  • Further development and refinement implementation of the Consumer’s Perspective of the Quality of Care Survey and Group Discussion Tools (CPOQC-S tool), and accompanying Protocols for assessing consumer perceptions of the quality of chronic care. 
  • Development of online reports for the CPOQC-S and CPOQC-G tool, available through One21seventy.
  • Research has also led to further funding applications and partnerships

This information will be used to inform future strategies to support the use of the CPQOC tools and will contribute to the evidence base for implementation within Aboriginal and Torres Strait Islander primary health context.

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Created: 13 May 2014 - Updated: 11 October 2018