Consumers’ perspectives on the ‘Are You Worried’ escalation of care process.

Abstract

Patient and family activated escalations systems have been implemented throughout Australia as a safeguard for improving patient safety and empowering patients, families and carers to be active participants in their health care. The study was designed to assess consumer and clinician satisfaction, attitudes and understanding of the three step, consumer activated, escalation process at Epworth HealthCare entitled “Are You Worried”. The findings from phase one of the study identified gaps in knowledge and understanding of the “Are You Worried” escalation process for both staff and consumers. Phase two involves the development of a survey to further expand on the themes identified in phase one. Phase three will utilise the findings from phase two and will involve the implementation and evaluation of improvement strategies.