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Kupu Taurangi Hauora o Aotearoa. Health and Disability Consumer Representative Training. MODULE TWO Experience base. Welcome and introductions. Who you are Where you’re from What you want to get out of the training today. Experience base. Goals for the day.

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Presentation Transcript
welcome and introductions
Welcome and introductions

Who you are

Where you’re from

What you want to get out of the training today

goals for the day
Goals for the day
  • To understand how stories you have as a health and disability consumer contribute and are integral to service delivery improvement.
  • To build on the knowledge and skills you have as a health and disability consumer representative.
  • To describe the various levels of health and disability consumer participation.
  • To increase your confidence and capability to participate as a health and disability representative.
  • Telling personal stories gives people the opportunity to share their experiences of the quality of the care they received – both positive and negative aspects.
  • Personal experience stories acknowledge the expertise of the consumer.
  • Patient stories can provide staff with a broader understanding of what it’s like to receive care in their service.
examples of stories

Examples of stories

telling and using your story
Telling and using your story

Telling your story is a way to share the values that define who you are. As a lived experience around choice points – when you faced a challenge, made a choice and experienced an outcome. (Marshall Ganz 2011)

Storytelling, or narratives, is how we share experiences with each other.

  • Challenge: What was your initial response as a consumer and/or family/whānau member upon hearing the diagnosis?
  • Choice: What choices were made about treatment?
  • Outcome: How did the outcome feel? Why did it feel that way? Would you have preferred another outcome?
consumer representation
Consumer representation

Roles and responsibilities

health and disability consumer representatives
Health and disability consumer representatives
  • Support and promote people’s health care rights.
  • Support health policy initiatives that focus on the availability, safety and quality of care.
  • Work for positive change in the health and disability care system including improved access to treatment and care setting.
  • Work to be inclusive and engaging.
your role as a health and disability consumer representative
Your role as a health and disability consumer representative
  • To represent the broad views and experiences of people affected by ill health and disabilities, including those unable to represent themselves.
  • To bring your own experience and those of others you know and/or network with.
  • To seek improved access to health and disability services, information, support and coordinated care.
elements of an effective consumer representative
Elements of an effective consumer representative
  • Passion.
  • Building partnerships and alliances.
  • Knowing how the system works.
  • Acting as an antennae on issues.
  • Being persistent, change takes time.
  • Advocating for people affected.
getting involved
Getting involved
  • As a committee member on a consumer group.
  • As a consumer representative for a government or non-government agency.
  • As a member of a project group to advise on specific issues and to guide the project from a consumer perspective.
  • Participant in workshops or focus groups to share information and develop a shared approach to issues.
enablers and barriers
Enablers and barriers



Misunderstanding about contribution and role

Lack of awareness

Poor support and resources

Fear that costs will escalate and power will devolve

Not knowing how to access ‘suitable’ patients and consumers

Previous bad experience on a group or committee

  • Leadership
  • Good knowledge of consumer groups
  • Terms of reference
  • Support and resourced
  • Built in to policy
  • Seeing ‘how it works’
  • Being open minded and having values about respect, dignity, trust
  • Mentoring, networks
where health and disability consumer representatives can participate
Where health and disability consumer representatives can participate
  • Local consumer networks
  • National and regional bodies
  • Local health committees
  • DHB committees
  • Project groups
  • Workshops
  • Government agency meetings (eg, HQSC)
  • Consumer forums
meetings the 3 ps
Meetings – the 3 Ps




planning a barrier free meeting
Planning a barrier-free meeting
  • The room should be wheelchair usable, and allow access for participants with sensory, physical and communication disabilities.
  • Participants be given, if requested, large print, assistive listening devices or sign language interpreters.
  • Activities such as breaks, off-site tours, social activities, must be accessible to everyone.

(Adapted from the North Carolina Office on Disability and Health, 2004)

  • Be aware of any conflict of interest you may have to declare before or during the meeting.
  • Be clear on the purpose of the meeting.
  • Do your homework: review the agenda and clarify your understanding beforehand.
  • Know what is expected of you.
  • Find out who else will be attending.
  • Gather and read all relevant background information.
  • Declare any conflict of interest if relevant.
  • Be prepared with your contribution.
  • Pay attention – listen actively to the discussion, ask questions and get involved.
  • Be courteous but clear on your perspective.
  • Make notes to give feedback to your group/organisation.
  • Be aware of potential issues and provide possible solutions.
  • Check minutes are accurate.
  • Provide feedback to your organisation or group – including details of issues, decisions made, plans for follow-up.
  • Keep in touch with other committee members – it helps build relationships and keeps you in touch with developments.
  • Reflect on decisions made, your contributions, main discussion on particular issues, and decisions made.
  • Debrief with mentor or other consumer representative/s present.
  • Understanding your consumer journey and being able to describe and reflect on it builds your expertise as a health and disability consumer representative.
  • There are different levels of consumer involvement and at all levels consumer representatives need to be ‘sitting at the table at the time’ to contribute.