Strengthening
consumer voices
Meaningful collaboration with patients, carers and communities allows us to plan, co-design and implement healthcare innovations that meet a variety of individual, community and cultural needs.
Sharing consumer experiences
We developed resources that shine a light on the healthcare experiences of consumers. This informs clinicians and health services about what matters most to patients and their families.
- Consumer voices are at the centre of two videos from people who have used virtual care to improve their experience with end of life and palliative care.
- Four videos share stories and perspectives from consumers with chronic wounds, carers and health professionals. Topics range from living with a chronic wound to person-centred care, evidence-based management, and the importance of mental health and social wellbeing.
The ACI Consumer Community now has more than 128 members, involving all consumers who partner with our networks and teams. This year, our Patient Partner has facilitated six sessions on a range of topics, from providing feedback to intersectionality.
Co-designing resources with consumers
We developed information resources for and with consumers, through consultation and co-design.
Consumers and clinicians collaborated to produce a user-friendly resource explaining the services provided by Renal Supportive Care across NSW.
Two animated videos were developed with young people with chronic conditions and their families to explain how to find a general practitioner and getting a referral when transitioning from paediatric to adult healthcare.
Consumers provided insight on the best way to communicate how virtual care can be used to support people and their families and carers during palliative care. Three animated videos describe this for adults (also translated into 10 languages); children and their carers; and adolescents.
News ways of gathering consumer experiences
We continue to use innovative techniques to gather consumer experiences and insights.
- The Finding Your Way shared decision making model for Aboriginal people used a modified e-Delphi technique (with yarning methods) to identify the model’s 10 key capabilities, and an expert panel reached consensus.
- Working with Health Consumers NSW, we crowdsourced data and experience of patients with long COVID to inform the development of the Long COVID Model of Care, in consultation with a clinical expert taskforce.
- A Nutrition Standards Review used a community jury approach to establish consumer preferences and perspectives. The revised standards are due for release in early 2024.
- The Partner Ring helps build our staff capability to engage with consumers. Around 40 sessions have been held with staff; and we are exploring how this format can be used in other NSW Health sites.
