Summary of feedback on draft guide for consumer engagement

26 May 2015 | Partners in Care

The Health Quality & Safety Commission’s Partners in Care programme recently sought feedback from consumers and providers of health and disability services on a draft guide for district health boards (DHBs) about consumer engagement.

The new guide ‘Engaging with consumers: A guide for DHBs’ is being developed by the Commission with input from a steering group made up of consumers and providers from each region in New Zealand. The guide is due to be launched on 30 June 2015.

Approximately 300 people attended face-to-face feedback sessions held in Auckland, Hamilton, Rotorua, Tauranga, New Plymouth, Whanganui, Palmerston North, Wellington, Nelson, Christchurch and Dunedin. Video conferencing captured feedback from people in Taupo, Greymouth, Invercargill and Wairau and the guide was also available on the Commission’s website.

Overall, the comments received about the draft guide were very positive and it was seen as a useful resource for DHBs and the sector.

Additional feedback about the guide is below – an excel spreadsheet of the feedback (with all personal identifiable information removed) can be requested by emailing Claire Booth.

Sector feedback

  • Mental health initiatives, such as engaging health consumers in paid roles as advisors, auditors and consultants, should be highlighted as best practice.
  • The guide could play a strong role in promoting the remuneration of consumer roles in DHBs and the support needed to engage consumers.
  • Clarification about the target audience is needed – is the guide for DHBs only or does it also apply to primary care.
  • Consumer engagement as a role was debated widely as was the proposed NZ framework.
  • The guide should highlight the value of consumer feedback for DHB staff.
  • Some of the terminology needs clarification and international examples are not relevant to New Zealand – New Zealand specific examples should be included.
  • More information about the role of a consumer, and how-to guides about engaging consumers are needed.
  • Clearer content reflective of Maori as tangata whenua needed and more also about people with disabilities.
  • Information about how to reflect consumer engagement in DHB quality accounts should be included.

We appreciate the feedback from everyone, thank you for taking the time to contribute.

Last updated 26/05/2015