How can we meet the needs of patients, their families and their communities? A qualitative study including clinicians, consumer representatives, patients, and community members

BACKGROUND: The Diversity Working Group was formed in response to Australian Quality and Safety Health Care Standards that require organisations plan service delivery that incorporates information about the diversity of consumers, and those at higher risk of harm. METHODS: A qualitative gap analysis was conducted by a team from varied professional backgrounds including a clinician researcher, a nurse researcher with expertise in culturally and linguistically diverse care and a consumer representative with expertise in advocacy and carer representation. Qualitative questions were co-designed, using a person-centred care lens. Community organisation members, and clinicians and patients from both ambulatory and inpatient areas were approached. Responses were coded independently and synthesised using a Framework Methodology. RESULTS: In total 3 community organisation members, 40 clinicians and 30 patients consented to participate in the qualitative study over a period of three weeks. There were three key themes across responses, ‘What are diverse needs?’; ‘Assigning people to a group does not address a need’; ‘Unplanned care makes people feel vulnerable’. Those patients who are isolated, for any number of reasons, were identified as at greater risk of harm. CONCLUSION: Taking a person-centred approach can potentially better understand the needs of patients and communities so that this information can be incorporated into health service delivery. Resources are needed to support patients and their families at times of transition care, particularly when care is unplanned. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12913-023-09814-9.