Defining Consumer First

Consumer First involves partnering with consumers to plan, deliver, evaluate and improve best care

Consumer First is the central focus of the quality systems supporting Best Care and focuses on consumer partnerships to support planning, design, delivery, measurement and evaluation of care.

Consumers are engaged in a number of systems that support the provision, review and improvement of care that is person-centred, co-ordinated, safe and right for clinical needs.

These include:

  • Engaging consumers in partnership opportunities
  • Co-designing care and service improvement with consumers and families
  • Identifying and enhancing key staff-patient communication and decision-making points across the patient journey
  • Incorporating consumer views and experiences into training and education
  • Using consumer stories and feedback data to inform care and service delivery improvements
  • In consultation with consumers, improving the cultural safety of vulnerable patient groups
  • Engaging consumers in the development of clear written information
  • Providing different ways for consumers to provide feedback about their experiences in healthcare
    Improvement

Consumer First Model

Click here to view the Consumer First Procedure

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 patient experience.

These focus areas were identified through extensive consultation by SCV with consumers, health professionals and community members. Western Health has adopted these focus areas and adapted consumer goals to align with our Best Care Framework focus on Consumer First.

The five focus areas of ‘Consumer First’ are:

  • 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 patient diversity and promotes inclusion
  • Effective Communication … I receive high-quality information that I can readily understand and act upon
    Systems
  • Developing, implementing and enhancing systems to support ‘Patient First’ is a shared responsibility across all of the areas of Western Health.

A ‘Consumer First’ Committee brings together and supports system improvement designed to bring real benefits to a positive patient experience. Membership of this Committee includes staff who have specific roles regarding consumer partnerships, as well as those with a special interest in this area.

Click here to view the ‘Consumer First’ improvement actions in the annual Best Care Action Plan.