The benefits of consumers’ participating in national healthcare
Consumers bring unique perspectives and priorities that complement those of other professions consumers regularly work with including healthcare practitioners, policy makers and researchers. Consumer engagement also promotes participatory practice, accountability, and transparency, ensuring that healthcare systems are more inclusive and responsive to the needs of the communities they serve.
Improves the effectiveness of policies
When consumers are involved in health policy decision-making (and the systems that enact that policy), the policies are more likely to reflect the needs and preferences of the community. Consumers are also well placed to identify creative policy solutions to situations they are familiar with.
Builds trust in policymakers and the healthcare systems
Consumer involvement in decision-making can build the public's confidence in the people and the processes that create health policies, and the resulting systems as they feel represented, have ownership, are informed and valued. It can also lead to greater uptake of that healthcare service or policy by the community because they have had some say and ownership of it.
Better health outcomes
Involving consumers in health policy has been linked to better health outcomes, as the policies, supporting guidelines and standards reflect real-life experience, are relevant to them, and health guidance is better understood and more closely followed.
Smarter allocation of resources
Consumer expertise helps resources be allocated where, when and to whom they are most needed.
Fairer access and equity
When consumer voices align with the diversity of the population, including marginalised groups who often have inequitable access to health care, then the policies and services can respond to these needs. This can improve access and reduce health disparities.
Who are healthcare consumers?
Healthcare consumers are people who engage with healthcare systems to manage their health and well-being. Consumers can be patients, carers, families, community groups, consumer organisations or consumer representatives (see below). Nearly everyone uses healthcare services at some point, and therefore, most of us are healthcare consumers.
As consumers, we hold the power to shape our health journey collectively; informed choices lead to better wellbeing and a community that advocates for transparency, quality, and trust.
What does a consumer representative do?
A consumer representative represents their lived experience and the experiences of other consumers in a process such as a committee, survey or workshop. They are reflecting, advising and advocating from this perspective. They are wearing their "healthcare consumer hat" in the decision-making processes.
Their role is to provide a consumer perspective. This often differs from a bureaucratic, service provider, industry, academic or professional perspective. This may involve:
Presenting how consumers may think and feel about certain issues.
Advocating for patients and community needs to be reflected in health decisions.
Providing input into the design, implementation and evaluations of health policies, programs, clinical guidelines, quality standards and services.
Sharing lived experiences to inform and improve healthcare.
Representing the views and needs of a specific group within the Australian community.
What to remember when engaging a healthcare consumer:
No one person can reflect the views of everyone. Consumers should only speak about their own experiences and those of their networks.
Consumers should not be asked to discuss topics or circumstances they lack experience or knowledge about.
A technical background is not required for consumers to participate. While most consumers are not technical experts in medicine or research, they have legitimate interests in these areas and how they affect healthcare experiences.
Consumers should share only what they feel comfortable and safe sharing. Discussions often involve personal or traumatic topics, but sharing should never compromise their safety or mental health.
Consumers should not undertake consultations beyond what is necessary to inform their input or reflect the experiences of their network or community.
Consumers do not represent CHF. They represent consumers, not CHF as an organisation. Only the Chairperson and Chief Executive Officer are authorised to speak publicly for CHF.
Like to know more? Our consumer engagement resources section has a range of strategies and tool kits.
To find out what current consumer engagement opportunities we have, visit our regularly updated opportunities page.
