Re-imagining Consumer Engagement: Health system resilience & Covid-19
September 21, 2023
This webinar presents findings from a joint study by Health Consumers NSW and ACHEEV on consumer engagement in the NSW Covid-19 response
About this event
Reflections on the response to the COVID-19 pandemic often evoke the concept of ‘resilience’ to describe the way health systems adjusted and adapted their functions to withstand the disturbance of a crisis. As an integral part of the health system, health consumer representatives in New South Wales (NSW) played a crucial role in bringing the voices of patients, carers and the wider community to the pandemic response – but not in the way they expected.
We interviewed 30 consumer representatives from diverse backgrounds and communities across NSW. They shared their experiences, challenges and innovative strategies of self-organisation and community mobilisation.
The study showed that the stress of the pandemic revealed the brittleness of pre-existing consumer engagement structures and processes. Yet, the remarkable momentum of consumer-led activities created space for consumer representatives to reset and reimagine their role as active partners in health services. The pandemic has served as a backdrop for important transformations in the consumer engagement space – now and into the future.
Dr Patti Shih, University of Wollongong
Laila Hallam, Consumer Representative
A/Prof. Robyn Clay-Williams, Macquarie University
Dr Anthony Brown, Executive Director, Health Consumers NSW
Prof. Stacy Carter, University of Wollongong