Consumer Advisors are patients, carers or family members of patients who provide advice to Monash Health in a formal capacity through their involvement on committees, working groups and projects. They help to improve our services by providing staff with a consumer perspective that can be incorporated into quality improvement activities.
Consumer Advisors have contributed to a diverse range of projects, including the development of the ED Patient Journey poster and meeting with Victorian Heart Hospital Kiosk developers.
If you come across patients, carers or family members that display the below attributes, offer them a Consumer Advisor Program brochure, and suggest they consider applying to become a Consumer Advisor. You can download the brochure from PROMPT.
Some key consumer attributes to look out for include:
- Interest in volunteering
- The ability to consider issues broader than their own
- Patient/carers who feel comfortable speaking up throughout their stay
- An interest in systems and process improvement
- The ability to provide constructive feedback
Jennie Irving has been a Consumer Advisor for six years. We spoke to her about her role and what she enjoys about being a Consumer Advisor.
Why did you become a Consumer Advisor?
“Having been out of the workforce for ten years, I wasn’t sure I had anything to contribute. When I was invited to become a Consumer Advisor for Monash Health, I leapt at the opportunity.
Although I certainly worked hard at home, particularly as our oldest has special needs, I wanted my children to see that I could make valuable contributions in other areas as well. I felt I could be a voice for patients and an advocate for people who are unable to advocate for themselves. As a Consumer Advisor, it’s a great feeling to know that my input is being valued.”
What do you enjoy most about being a Consumer Advisor?
“I really enjoy the opportunity to be involved. I think it’s fantastic that Monash Health brings consumer representatives onto their committees. It’s so important to include the consumer perspective. I am confident that all my feedback – no matter how small – is considered by members of the committees I’m involved in.”
What achievement are you proud of as a Consumer Advisor?
“As a Performing Arts teacher in a special needs school, and as a parent of special needs children, I realise I have an understanding for those who have difficulty communicating.
That said, however, being able to bring a different perspective, particularly a ‘non-medical’ perspective to a group doctors and medical staff, is something that I did not initially believe I could do.
I grew more confident to prompt discussions and ask questions on behalf of patients who might not understand or be willing to ask.”
Visit the Monash Health website for more information. If you have any questions about the Consumer Advisor Program, please email the team.
Approved by Dr Anjali Dhulia