Consumer and community engagement

At Western Health, we are committed to working alongside our consumers and community in decision-making about health policy, planning, care, and treatment.

We know that when consumers are actively and meaningfully involved in decisions about their healthcare, we achieve better health outcomes and improve overall well-being.

Western Health recognises consumer involvement as:

• a way to improve quality and safety
• a means of enhancing health outcomes
• an approach to ensuring services reflect the diverse needs of the community we serve.

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Western Health is proud to have over 100 committees, projects, and working groups where consumers play an active role. Their involvement ensures that our services are more inclusive, equitable, and consumer-focused.

Consumer involvement is more than consultation—we work alongside consumers as partners. Consumers can contribute in various ways, either as a volunteer Consumer Advisor (remuneration offered) or as a Lived Experience Advisor (LEA).

Our Lived Experience Advisor Program (LEAP)​ takes consumer engagement to the next level.

We know consumer engagement is not new, but it's not always done right.

Through the Lived Experience Advisor Program, we employ people with lived experience as part of project teams, ensuring that the consumer perspective is integrated at every stage—from development to implementation and evaluation.

This approach aligns with our Best Care​ values, resulting in consumer-centric outcomes that are safe, right, coordinated, and person-centered. To learn more about LEAP:

• read the CSIRO LEAP case study [PDF, 348KB]
• watch the Australian Commission on Quality and Safety in Healthcare webinar (YouTube)
• read webinar question and answers [PDF, 95KB].

The webinar generated a lot of audience engagement and discussion.

Western Health is the first​ health service to employ consumers within the general health setting, as integral members of project teams, setting a new standard for consumer engagement.
 

In alignment with the Safer Care Victoria (SCV) Partnering with Healthcare​ framework, Western Health has developed the Consumer First Model​ to guide improvements that enhance consumer experiences across our services.

The 5 focus areas of the Consumer First Model include:

1. Working together​ – Consumers are respected partners in reviewing and improving healthcare.
2. Shared decision-making​ – Consumers are supported to make informed decisions about their healthcare.
3. Personalised and holistic care​ – Care is tailored to individual needs, informed by lived experiences.
4. Equity and inclusion​ – Care is considerate of diversity and promotes inclusion.
5. Effective communication​ – Consumers receive high-quality, accessible health information.