This section of the tool-kit steps assists you to analyse and present consumer stories so that they can shape strategic decision-making. 

  • It introduces you to CHF’s Health Experience Wheel, a visual tool for powerfully communicating the key information in a consumer story. 
  • It supports you to use indicators of good consumer experience to identify any areas where changes or improvement may be needed (and any areas where policies or services are making a positive difference to people’s health).
  • It also assists you to analyse and document themes in one or more consumer stories.

Previous sections of this tool-kit gave advice about gathering and documenting consumer stories in semi-structured interviews. You may have video-recorded or audio-recorded these interviews. You may have transcribed any audio-recordings you made; or you may have documented a story by taking notes and writing these up into a record of a story that was then approved by the storyteller. Whatever technique you used to gather and document these stories, the narratives you collected provide important information about consumer experiences of health and health care. 

There are many ways you can use consumer stories to inform your work. These include: 

  • Sharing a story in part of full to educate staff, Board members or other decision-makers about consumer perspectives on the issue, policy or service that they are involved with; 
  • Using excerpts from videos, audio, transcripts or written stories to provide evidence of an argument you wish to make in a submission or report; 
  • Using analysis techniques (including those described in this section) to identify and draw out key themes in one or more interviews. 

It’s good to remember that there are many ways to gather, analyse and present consumer stories. There’s not a single best approach – the right approach is the one that your organisation and the people who tell you their stories agree will work best in your situation. The suggested approach in the rest of this section is intended to help you increase the number of good storytelling ‘tools’ you have at your own ‘tool-kit’.