Committed organisations integrate consumer involvement throughout every level of their organisation, service or group.
Organisations which are committed to involving consumers demonstrate the following:
a governance structure which incorporates principles, values and elements of consumer participation
- Cultural engagement
active involvement of people with respect to their cultural needs, and targeted approaches aimed at those culturally diverse communities whose outcomes are poorer
- Clear objectives
consumer involvement which has clear objectives in Terms of Reference, policies and procedures
- Resources and support
consumers are explicitly resourced and supported to be effectively engaged
- Education and training
consumers are provided with appropriate training and development opportunities; staff are trained to strengthen their understanding of the benefits of consumer involvement
active facilitation and coordination of consumer involvement activities, including consumer feedback and participation in organisational strategy
- Research, data and evaluation
consumer involvement activities are monitored; involvement strategies are researched and evaluated for quality improvement and benchmarking.