We’d like your help to identify potential Consumer Advisors for Monash Health.
Consumer Advisors are patients, carers or family members of patients who provide advice to Monash Health in a formal capacity through involvement on committees, working groups and projects. They help us improve our services by providing a consumer perspective that can be incorporated into our quality improvement activities.
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.
If you come across patients, carers or family members who display these attributes, please suggest they consider applying to be a Consumer Advisor and provide them with a Consumer Advisor Program brochure or visit the Monash Health website for information.
A Consumer Advisor story: Twanny Farrugia
Twanny Farrugia became a Consumer Advisor for Monash Health shortly after his kidney transplant in 1971. Wanting to give something back to the health community, as a Consumer Advisor, Twanny contributes to the quality of his own care, is an advocate for patient-centred care, and helps to improve the quality-of-care services at Monash Health.
Twanny took some time to share his experiences as a Consumer Advisor.
What do you enjoy most about being a Consumer Advisor?
Twanny Farrugia, Consumer Advisor
“At Monash Health, I assisted with the development and distribution of patient information pamphlets for the blood bank. I’ve worked on the patient Hospital Passport for patients with disabilities and/or complex needs in hospital. More recently, I’ve done some work as a patient/teacher associate and am one of the founding volunteers of a program for student doctors and nurses. On many occasions, I have been asked to public speak at Monash Health about person-centred care. I always feel very honoured and proud when past students, now clinicians, come over to me and remind me of a talk I gave and what they took away from it.”
What achievement are you proud of as a Consumer Advisor?
“One of my greatest achievements was after my rehab at Kingston in 2007. As a patient, I felt the protocols could be improved. I wrote to the director of nursing who used my suggestions to implement positive changes that significantly improved the quality of rehab staff and services. This was only a small contribution and I am extremely proud of all the things I have achieved.”
Would you encourage others to become Consumer Advisors?
“I encourage people to tell staff that something is not working and how it can be improved. In committees, you are working as a team to improve the effectiveness and efficiency of services to patients. Today, medical staff truly listen to consumers on how to improve the system, which is why I would highly recommend becoming involved as a Consumer Advisor.”
If you would like more information, or have any questions about the Consumer Advisor Program, please email the team.
Approved by Anjali Dhulia