Back to accessibility links

Deciding what kind of consumer to involve

Who to engage

Definition

Rationale for engagement

Sensitivities

Mitigating strategies

Current patient/client

Patient currently receiving treatment within a NSW Health facility.

Improving patient experience is the core objective of the Clinical Services Redesign Program. Current patients occupy a unique position from which a journey may be evaluated with recent, relevant experience of the project area being redesigned.

Current patients may be unwilling to participate while still receiving treatment or temporarily residing within a facility.

Explain CSRP; anonymity of information

Provide opportunity to participate at a later stage where applicable.

Very recent patient/client

Individual who has attended a NSW Health facility, the nature of which is related to the project area, within the previous four weeks.

Recent patients/clients also offer recent, relevant experience of the project area being redesigned. Recent patients may be more willing to participate if their treatment and/or stay at a NSW Health facility has concluded.

Possible concerns regarding privacy and disclosure of their personal information.

Include brochure on NSW Health privacy policy and methodology for obtaining information on letter of invitation to alleviate concerns in a timely manner.

Past-patient

Individual who has attended a NSW Health facility, the nature of which is related to the project area, prior to the four weeks which have just passed.

Past patients who have experienced the project area being redesigned also bring relevant experience to CSRP projects. The length of time since their experience with the project area should be considered to ensure it remains relevant.

Possible concerns regarding privacy and disclosure of their personal information.

Include brochure on NSW Health privacy policy and methodology for obtaining information on letter of invitation to alleviate concerns in a timely manner.

Carer of patient/client

The person primarily responsible for caring and supporting a patient/client. This care and support may be emotional, physical and/or financial. It will generally be the individual who has accompanied the patient/client throughout their journey.

The carer of a patient/client brings a unique and often-forgotten perspective to CSRP projects through their supportive role. It is imperative that CSRP projects also consider the journey of carers and the different needs they need to have met, e.g. access to timely information.

Carers may be reluctant to highlight their journey as they may perceive the journey of the patient/client to be of greater significance. In cases where there is a dependence on the NSW Health system, they may also be reluctant to provide adverse feedback.

Possible concerns regarding privacy and disclosure of their personal information.

Convey detailed background information to the objectives of the CSRP and the focus on improving patient and carer journeys through the health system. The unique perspective of carers should be conveyed as an essential part of this project.

Include brochure on NSW Health privacy policy and methodology for obtaining information on letter of invitation to alleviate concerns in a timely manner.

Browse Resources