Improving how health services consult consumers

Health services are continually looking to improve the way they hear from consumers, but they don’t always get it right. HCQ is addressing some of the reported barriers to meaningful consumer engagement, and how we can remove or reducethem.

What are your suggestions to overcome the barriers listed below?

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If a health service needed to engage consumers in a short timeframe, how could they best do that?

Please share your ideas on what would help to make that a supportive and positive experience for consumers.

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JulieJules

If a health service needed to engage consumers in a short timeframe, how could they best do that? What would help to make that a supported and positive experience for consumers? If there is a short time frame I think engagement using a Microsoft Forms survey would be a good starting point. Providing a free text field at the end for additional information/comments from the consumer will assist the consumer to feel valuedby allowing them to cover information they feel is relevant but not already covered in the survey. You should alert consumers to the survey via SMS and email. This would prompt quick feedback. If you have sufficient resources, which I'm assuming you don't, then a preferred approach would be a phone call.

There are certain groups of consumers that health services may find hard to engage with. These groups include men, carers, and people living in rural and remote areas.

Please share your ideas on what health services can do to improve their engagement with these consumers.

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Kathee

There are certain groups of consumers that health services find hard to engage with. These groups include males, carers, and people living in rural and remote areas. What can health services do to improve their engagement with these consumers? Rural & Remote areas have unique requirements and attitudes. To engage these groups it may be beneficial to incorporate other activities eg: for male groups - car display in the facility carpark; for carers - provide extra samples and displays of facilities and assistance available IN THEIR AREA that are easily accessible. It is difficult to encourage these groups to come to health services as traditionally it is not a useful experience as it is geared towards cities and easily accessible alternatives. Rural areas rarely have available things within the community like respite, mens groups, rehab facilities. There are usually no choices if these facilities are available, and the stigma of attending is under the spotlight in small communities.

Have you ever experienced “Consultation fatigue" - feeling over-consulted or consulted poorly?

Please share your ideas on what you think health services could do to overcome this.

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Improving how health services consult consumers