a toolkit for developing your community service organisation's health literacy

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Helping our consumers to get the services they need, when they need them, in a way that is most suited to them.

Creating a health literate service environment

We support consumers when they come to our organisation by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
making it easy for them to find their way (eg. we have clear signs in plain English)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
providing a comfortable and welcoming environment	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
Making our online services and resources user-friendly and easy-to-navigate	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
ensuring all staff are welcoming and offer information and opportunities for questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
making it clear what consumers need to do, without lots of written information.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

We support consumers to use our services by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
helping them understand what we can and cannot offer, including their Rights and Responsibilities	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
being clear about any risks or costs involved	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
helping them understand and use any unfamiliar processes, such as electronic systems and online platforms.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

We work with consumers and other key people in the community to:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
find out what makes it hard for consumers to use other important systems and services they need (such as Centrelink, or the mental health system)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
make it easier for consumers to access and navigate these systems and services	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
help consumers to access feedback and complaints mechanisms for other services.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
We identify issues that make it hard for consumers to use our service (such as transport, child care access or digital literacy skills) and work with them to make it easier.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

We support consumers to connect easily with other services by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
having processes in place to make sure our information on other community services and resources is up to date	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
informing consumers about available services and any associated costs	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
informing consumers about any referrals we make for them, including any steps needed to get there	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
informing consumers about what information we need to share with other services they are referred to, and asking them if they would like us to share any other information	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
following up with consumers after a referral is made to see if any more support is needed.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

Debug
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Dimension Progress: 0%

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