Consumer Engagement

Health consumer engagement at state policy and program development level includes participation in high-level committees.  The Safety and Quality Health Service Standards Guide, ACSQH, (July 2011) describes systems and strategies to create a consumer-centred health system by including consumers in the development and design of quality health care, through an active partnership.  

Our national peak body Consumer Health Forum (CHF) undertook research to determine what consumers want and how they can add value to the health system.

1      What do consumers want?

• Seamless, affordable healthcare that provides the right care, at the right time, in the local community
• A system that listens and responds better to what consumers need
• Control of choices and support with their healthcare

2     Consumers adding value

Value and effectiveness of consumer participation depends on: 

• Opportunity to contribute - relationships and structural role for consumers
• Ability to contribute - consumer friendly ways to engage and contribute; resourcing and access
• Competence to contribute to health decision making - skills development and support

Through its training program HCNSW will support consumer representatives to achieve this. 

Consumer Networks

HCNSW is developing a range of health consumer networks to either raise or respond to generic health system issues which are of current concern to our members.  The aims of such networks are:

• To collectively raise both generic and specific chronic disease issues
• To provide the consumer perspective about needs and views which can be shared, discussed and prioritised for the attention of decision makers
• To provide consumer feedback and advice to the Ministry of Health on a regular basis
• To encourage consumer engagement which includes the whole NSW health community

• To strengthen collaboration for systemic consumer advocacy