健康参与专业人员（HEPs）的职责和能力：来自澳大利亚的 HEPs 和健康消费者的观点。
Responsibilities and capabilities of health engagement professionals (HEPs): Perspectives from HEPs and health consumers in Australia.
机构信息
School of Advertising, Marketing and Public Relations, Queensland University of Technology, Brisbane, Qld, Australia.
The Hopkins Centre, Menzies Health Institute Queensland, Griffith University, Logan, Qld, Australia.
出版信息
Health Expect. 2021 Feb;24(1):111-120. doi: 10.1111/hex.13155. Epub 2020 Nov 11.
BACKGROUND
In Australia, the National Safety and Quality Health Service Standards (2012) stipulates that partnering with health consumers to improve health-care experiences is one of the criteria health-care organizations are assessed and accredited against. This standard has given rise to a role: health engagement professionals (HEPs). While there are no standard requirements for recruitment into this role, this study contributes to much needed research into understanding their responsibilities and capabilities, and their contributions to engagement outcomes.
METHODS
Using a qualitative, interpretive approach, 16 HEPs and 15 health consumer representatives (who have experiences of interacting with HEPs) participated in an in-depth phone interview in December 2019. We explored (a) the purposes of the role, (b) the responsibilities and work activities and (c) the capabilities required to carry out the responsibilities.
RESULTS
Health engagement professionals are specialists in designing engagement mechanisms for health-care organizations to co-design health services with health consumers. They facilitate partnerships between health-care organizations and health consumers. They play significant roles in listening to, facilitating understanding amongst different stakeholder groups (eg hospital management, health-care workers and health consumers) and navigating the bureaucratic structures to influence outcomes. Four major responsibilities (advocacy, education, facilitation and administration) and four categories of capabilities (relational, communication, professional and personal) were identified.
CONCLUSION
A list of job responsibilities and desired capabilities of HEPs is provided to help health-care organizations better understand the requirements for the role. This would help them decide how applicants to these roles would meet the requirements (eg experience of navigating bureaucratic systems).
背景
在澳大利亚，《国家安全与质量卫生服务标准（2012 年）》规定，与卫生消费者合作以改善卫生保健体验是卫生保健组织评估和认证的标准之一。这一标准催生了一个新角色：健康参与专业人员（HEP）。虽然对该角色的招聘没有标准要求，但本研究有助于对其职责和能力以及对参与结果的贡献进行急需的研究。
方法
本研究采用定性、解释性方法，于 2019 年 12 月邀请 16 名 HEP 和 15 名有过与 HEP 互动经验的卫生消费者代表参与深入的电话访谈。我们探讨了（a）该角色的目的，（b）职责和工作活动，以及（c）履行职责所需的能力。
结果
健康参与专业人员是为卫生保健组织设计参与机制以与卫生消费者共同设计卫生服务的专家。他们促进卫生保健组织和卫生消费者之间的伙伴关系。他们在倾听、促进不同利益相关者群体（例如医院管理层、卫生保健工作者和卫生消费者）之间的理解以及在官僚结构中进行协调以影响结果方面发挥着重要作用。确定了四项主要职责（倡导、教育、促进和管理）和四类能力（关系、沟通、专业和个人）。
结论
提供了一份 HEP 的工作职责和所需能力清单，以帮助卫生保健组织更好地了解该角色的要求。这将帮助他们决定如何满足这些角色的申请人的要求（例如，有过协调官僚系统的经验）。
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