​​

Western Health is committed to partnering with our consumers and community in decision making about health policy and planning, care, and treatment.

We know that when our consumers are actively and meaningfully involved in decisions about their health care, we achieve better outcomes for the health and wellbeing of our community.

Western Health views the involvement of Consumers as:

• a way of improving quality and safety
• a way of improving health outcomes
• a way to provide services that are reflective to the diverse needs of the community we serve

Consumer First Model

In line with the Safer Care Victoria (SCV) 2019 'Partnering with Healthcare' framework, five focus areas have been developed for Consumer First to help us identify and bring together systems and improvements across Western Health that may bring real benefits to a positive Consumer experience.

These focus areas are represented in the following Western Health 'Consumer First' model:

Western Health's Consumer First Model

The five focus areas of the Consumer First Model were identified through extensive consultation by Safer Care Victoria with consumers, health professionals and community members.

Western Health has adopted these focus areas and adapted the following consumer goals to align with our Best Care Framework focus on Consumer First:

• Working Together - I am included as a respected partner in reviewing and improving healthcare.

• Shared Decision Making - I am supported to make informed decisions about my healthcare.

• Personalised & Holistic - I receive personalised care that is informed by the experiences of others and supports me as a whole person.

• Equity & Inclusion - I receive care that is considerate of diversity and promotes inclusion

• Effective Communication - receive high-quality information that I can readily understand and act upon

Frequently Asked Questions:

What is a consumer?

Consumer is an umbrella term for all users of a health service. This includes Consumer s, carers, and community members.

What is a Consumer Advisor?
A Consumer Advisor is a person who volunteers their time in participating on committees/projects. They add value by sharing their lived experiences as a consumer/carer to improve health service delivery and planning.
Consumers are on boarded as consumer advisors through a registration process, which includes informal interview and online orientation.  

Where/When should Consumer Advisors be involved?

Consumer Advisors can be actively involved in:

• committees
• projects
• review and feedback of documents
• forums
• education opportunities
• externally funded projects (see Lived Experience Advisor)

How can I join the Consumer Advisor team?

Do any of the following apply to you?

• You would like to do more to help?
• You would like to help change service delivery and advocate for your community?

or

• You think that you would be an ideal candidate for the consumer advisor team

CALD Brochure - This brochure provides you with all the information you need about becoming a consumer advisor. If you prefer to have a chat with a member of the consumer advisor team please email [email protected] to arrange an appointment.

Alternatively, scan this QR code, fill in an application, and a member of the Consumer Advisor team will reach out to discuss the opportunity with you

Consumer advisor Poster

Consumer Advisor Aboriginal and Torres StraitIslander

More information

Please Contact: Manager Consumer Partnerships
Phone. 0481 917 695
Email. [email protected]

​