Partnering with consumers and community at Western Health
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.
Consumer involvement at Western Health
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.
At Western Health, 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:
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.
Consumer First Model
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
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Working together – Consumers are respected partners in reviewing and improving healthcare.
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Shared decision-making – Consumers are supported to make informed decisions about their healthcare.
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Personalised and holistic care – Care is tailored to individual needs, informed by lived experiences.
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Equity and inclusion – Care is considerate of diversity and promotes inclusion.
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Effective communication – Consumers receive high-quality, accessible health information.
Frequently Asked Questions
What is a consumer?
A consumer is anyone who uses a health service, including patients, carers, and community members.
What is a consumer advisor?
A consumer advisor is a volunteer who contributes to committees, projects, document reviews, forums, and education sessions, providing valuable lived experience to improve service delivery and planning.
Consumer advisors complete a simple registration process, including an informal interview and online orientation.
Where and when should consumer advisors be involved?
Consumer advisors contribute to:
- committees
- quality improvement projects
- reviewing and providing feedback on documents
- public forums
- education opportunities
- externally funded projects (e.g., through the Lived Experience Advisor Program).
What is a Lived Experience Advisor (LEA)?
A
Lived Experience Advisor (LEA) is a paid role within project teams, ensuring the consumer perspective is embedded at every stage of healthcare planning and service delivery.
How do I apply to become a Lived Experience Advisor?
LEA roles are advertised on our website and other job platforms (e.g., Seek) as opportunities arise. If you are interested in becoming a lived experience advisor, we recommend first joining the consumer advisor team.
How do I get involved?
Apply now: scan the QR Code to fill in an application, and a consumer advisor team member will contact you.
Download the brochure, Consumer Advisor Poster [PDF, 3.1MB]: learn more about the Consumer Advisor Program.
Contact us: email
[email protected] to arrange a chat with a Consumer Partnerships team member.
