Health Consumer Participation in Coordinated Care: A Case Study in the Goulburn Valley

Abstract

Consumer involvement is at the heart of improving health care, but involving consumers is difficult. This paper documents a process of developing a consumer reference group in northern Victoria to assist in developing a proposal for a coordinated care trial. The Goulburn Valley Consumer Reference Group was developed, maintained and able to meet its objective of developing a model of coordinated care. The group developed good relationships, which fostered commitment, open discussion and debate, and input from all group members. The group identified key issues in rural and regional health care, including access, information, staff shortages, cost, communication and coordination. Although the group is not 'representative', it includes the perspectives of some who do not typically have high rates of participation in health. The success of and problems raised by this process can be used to inform models of consumer participation in health.