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Consumer and Community Engagement

Western Health INSPIRE Awards

Partnering with consumers and community at Western Health

At Western Health, we are committed to working alongside our consumers and community in decision-making about health policy, planning, care, and treatment.

We know that when consumers are actively and meaningfully involved in decisions about their healthcare, we achieve better health outcomes and improve overall well-being.

Western Health recognises consumer involvement as:

  • a way to improve quality and safety
  • a means of enhancing health outcomes
  • an approach to ensuring services reflect the diverse needs of the community we serve.

Consumer involvement at Western Health

Western Health is proud to have over 100 committees, projects, and working groups where consumers play an active role. Their involvement ensures that our services are more inclusive, equitable, and consumer-focused.

At Western Health, consumer involvement is more than consultation—we work alongside consumers as partners. Consumers can contribute in various ways, either as a volunteer Consumer Advisor (remuneration offered) or as a Lived Experience Advisor (LEA).

Our
Lived Experience Advisor Program (LEAP)​ takes consumer engagement to the next level.

We know consumer engagement is not new—but it's not always done right.

Through the Lived Experience Advisor Program, we employ people with lived experience as part of project teams, ensuring that the consumer perspective is integrated at every stage—from development to implementation and evaluation.

This approach aligns with our
Best Care​ values, resulting in consumer-centric outcomes that are
safe, right, coordinated, and person-centered. To learn more about
LEAP:

The webinar generated a lot of audience engagement and discussion.

Western Health is the
first​ health service to employ consumers within the general health setting, as integral members of project teams, setting a new standard for consumer engagement.

Consumer First Model

In alignment with the
Safer Care Victoria (SCV) Partnering with Healthcare​ framework, Western Health has developed the
Consumer First Model​ to guide improvements that enhance consumer experiences across our services.

The 5 focus areas of the Consumer First Model

  • Working together​ – Consumers are respected partners in reviewing and improving healthcare.
  • Shared decision-making​ – Consumers are supported to make informed decisions about their healthcare.
  • Personalised and holistic care​ – Care is tailored to individual needs, informed by lived experiences.
  • Equity and inclusion​ – Care is considerate of diversity and promotes inclusion.
  • Effective communication​ – Consumers receive high-quality, accessible health information.

Frequently Asked Questions 

What is a consumer?

 A consumer is anyone who uses a health service, including patients, carers, and community members.

What is a consumer advisor?

 A consumer advisor is a volunteer who contributes to committees, projects, document reviews, forums, and education sessions, providing valuable lived experience to improve service delivery and planning.

Consumer advisors complete a simple registration process, including an informal interview and online orientation.

Where and when should consumer advisors be involved?

 Consumer advisors contribute to:

  • committees
  • quality improvement projects
  • reviewing and providing feedback on documents
  • public forums
  • education opportunities
  • externally funded projects (e.g., through the Lived Experience Advisor Program).

What is a Lived Experience Advisor (LEA)?

 A
Lived Experience Advisor (LEA)​ is a paid role within project teams, ensuring the consumer perspective is embedded at every stage of healthcare planning and service delivery.

How do I apply to become a Lived Experience Advisor?

 LEA roles are advertised on our website and other job platforms (e.g., Seek) as opportunities arise. If you are interested in becoming a lived experience advisor, we recommend first joining the consumer advisor team.

How do I get involved?

  • Apply now​: scan the QR Code to fill in an application, and a consumer advisor team member will contact you.

  • Download the brochure​, Consumer Advisor Poster [PDF, 3.1MB]: learn more about the Consumer Advisor Program.

  • Contact us​: ​email

    consumers@wh.org.au     to arrange a chat with a Consumer Partnerships team member.

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In the case of a life threatening emergency, call 30020.
Emergency

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Acknowledgement of Country

We acknowledge the Traditional Custodians of all the lands and waterways on which Western Health staff, volunteers, consumers and caregivers come together. As we work, learn and grow, we pay our deep respects to the Elders and Traditional Custodians past, present and emerging of the Wurundjeri Woi-Wurrung, Boon Wurrung, Bunurong and Wadawurrung Countries of the greater Kulin Nation. We are committed to the healing of country, working towards equity in health outcomes, and the ongoing journey of reconciliation. Western Health is committed to respectfully listening and learning from Aboriginal and Torres Strait Islander people and we are truly guided by the values of relationship, responsibility and respect.