Consumer participation in service evaluation and quality improvement: key ingredients for a system to deliver national indicators

REFERENCES

• National Health Performance Committee. National Health Performance Framework. Brisbane: Queensland Health, 2001.
   Google Scholar
• Steering Committee for the Review of Government Service Provision. Report on Government Services 2009. Canberra: Productivity Commission, 2009.
   Google Scholar
• Arnstein SR. A ladder of citizen participation. Journal of the American Planning Association 1969; 35: 216–224.
   Web of Science ®Google Scholar
• Campbell J. Consumerism, outcomes and satisfaction: a review of the literature. In Manderscheid R, ed. Mental Health, United States. Rockville, MD: DHHS, SAMHSA, 1997.
   Google Scholar
• Blenkiron P, Hammill CA. What determines patients’ satisfaction with their mental health care and quality of life? Postgraduate Medical Journal 2003; 79: 337–340.
   PubMed Web of Science ®Google Scholar
• Australian Health Ministers. National Standards for Mental Health Services. Canberra: Australian Government Publishing Services, 1997.
   Google Scholar
• Australian Health Ministers. National Mental Health Plan 2003–2008. Canberra: Australian Government, 2003.
   Google Scholar
• Australian Health Ministers. National Mental Health Policy 2008. Canberra: Commonwealth of Australia, 2009.
   Google Scholar
• National Mental Health Working Group Information Strategy Committee. National Mental Health Information Priorities Workshop Sydney 26–27 February 2004, Proceedings. Canberra: Department of Health and Ageing, 2004.
   Google Scholar
• Linhorst DM, Eckert A. Involving people with severe mental illness in evaluation and performance improvement. Evaluation and the Health Professions 2002; 25: 284–301.
   PubMed Web of Science ®Google Scholar
• NSW Department of Health. A Statewide Approach to Measuring and Responding to Consumer Perceptions and Experiences of Adult Mental Health Services: A Report on Stage One of the Development of the MHCoPES Framework and Questionnaires. North Sydney: NSW Department of Health, 2006.
   Google Scholar
• NSW Consumer Advisory Group – Mental Health Inc. The MH-CoPES Framework and Questionnaires Ready for Statewide Implementation. Stage 2: Final Report and Appendices. Sydney: NSW CAG, 2010.
   Google Scholar
• Malins GL, Oakley KL, Doyle R. Building consumers in to service evaluation: development of the MH-CoPES framework in New South Wales. Australasian Psychiatry 2011; 19: 360–363.
   PubMed Web of Science ®Google Scholar
• Doyle R, Coleman J, Oakley K, Malins G. Mental health consumer perceptions and experiences of services (MH-CoPES): a framework for cultural change. In Robertson S, Issakidis C, Kellehear K ., eds. You, your family, your community, your mental health – the path ahead: Contemporary TheMHS in Mental Health Services, Perth Conference Proceedings. Balmain, NSW: The MHS Conference, Australia, 2009.
   Google Scholar
• World Health Organization. Quality Improvement for Mental Health. Mental Health Policy and Service Guidance Package. Geneva, Switzerland: WHO, 2003.
   Google Scholar
• Patton MQ. Qualitative Evaluation and Research Methods, 2nd edn. Newbury Park, California: Sage, 1990.
   Google Scholar
• Reid W. Promoting accountability and continual improvement: a review of the respective roles of performance measurement, auditing, evaluation and reporting. Canadian Journal of Program Evaluation 1999; 14: 85–104.
   Google Scholar
• Roth D, Crane RD. Impact of services, met needs, and service empowerment on consumer outcomes. Mental Health Services Research 2002; 4: 43–56.
   PubMedGoogle Scholar
• Wadsworth Y, Epstein M. Understanding and Involvement (U and I) – Consumer Evaluation of Acute Psychiatric Hospital Practice – A Project Concludes. Brunswick, Victoria: Victorian Mental Illness Awareness Council, 1996.
   Google Scholar
• NSW Health. Partners in Health-Sharing Information and Making Decisions Together. Report from the Consumer and Community Participation Implementation Group. Sydney: NSW Government Action Plan, 2001.
   Google Scholar
• Higgins JM, McAllaster C. If you want strategic change don't forget to change your cultural artefacts. Journal of Change Management 2004; 4: 63–73.
   Google Scholar
• Ferlie E, Hartley J, Martin S. Changing public service organizations: current perspective and future prospects. British Journal of Management 2003; 14: S1–S14.
   Web of Science ®Google Scholar
• Kanee E, Steven A, Cassidy P, Vardy C. Implementation of a model for service delivery and organization in mental healthcare: a qualitative exploration of service provider views. Health and Social Care in the Community 2003; 11: 519–527.
   Google Scholar
• Fitzgerald L, Ferlie E, Hawkins C. Innovation in healthcare: how does credible evidence influence professionals? Health and Social Care in the Community 2003; 11: 219–228.
   PubMedGoogle Scholar
• Lloyd C, King R. Consumer and carer participation in mental health services. Australian Psychiatry 2003; 11: 180–184.
   Google Scholar