1. You can make health services healthier Health Care Consumers’ Association of the ACT Inc

2. You can make health services healthier Consumers as Part of the Solution “It is only by working in partnership with consumers and listening to and learning from their feedback, that it is possible for health services to truly appreciate what constitutes quality, safe health care” From Listening and Learning Feedback Standards, ACT Health 2004

3. You can make health services healthier HCCA  Community organisation: voice for consumers 30 years  Consumer access to equitable, effective and appropriate health services  Encourage consumers to be involved in all aspects /all levels  Process to ensure broad view and accountability

4. You can make health services healthier How does Health Care Consumers’ Association work?  Working with health services to achieve services that are responsive, respectful, accessible and affordable to all  Encouraging direct consumer involvement in health decision making  Lobbying and advocating on behalf of ACT health care consumers

5. You can make health services healthier What does Health Care Consumers’ Association do?  HCCA nominates health care consumers for health committees to participate in policy, planning and health decisions that affect health programs  HCCA provides training and support for health care consumer representatives

6. You can make health services healthier Why Consumer participation? o It improves health care services for communities o Active consumer participation in decision-making in individual care improves health outcomes o It makes services more responsive to the needs of consumers - patient centred care

7. You can make health services healthier Consumer Participation Means  Changing the way we deliver and the way we receive health services.  Active involvement of consumers at all levels;  Development  Implementation  Evaluation

8. You can make health services healthier

9. HCCA blog

10. You can make health services healthier Principles for involving consumers  Early as possible  Budget for consumer participation (training, out-of- pocket expenses)  Keep consumers in the loop  Effective consumer participation means change

11. You can make health services healthier Strategies for Consumer Organisations  Build opportunities to work with health care organisations  Support and train consumers to participate in service planning  Create opportunities for consumer representatives to tap into community views

12. You can make health services healthier Encouraging awareness of risks in health care

13. You can make health services healthier Be an Active Health Care Consumer  Check Your Medicines  Guide to Health Care Quality: How to Know It When You See It  Questions to ask your health professional  Navigating the Health Care System

14. You can make health services healthier Patient safety is everybody’s business

15. You can make health services healthier

16.  http://goodmedicalpractice.org.au/ http://goodmedicalpractice.org.au/ Guide to Health Care Quality: How to Know It When You See It

17. You can make health services healthier Having Surgery? What You Need to Know Questions to ask your doctor and surgeon to help you and your family understand more about your surgery.

18. You can make health services healthier Finding Information and Support  Next Steps After Your Diagnosis  Navigating the Health Care System  Self Help Groups (SHOUT)  www.healthinsite.gov.au www.healthinsite.gov.au

19. You can make health services healthier Providing accurate information

20. You can make health services healthier Want to know more ?  Health Care Consumers’ Association ACT  Office at Pearce Community Centre  Phone (local) 62901660  Email hcca@hcca.org.au  Resources on www.hcca.org.au