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Queensland Centre for Mental Health Learning

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Consumer Perspective

Operating Principles from a Consumer Perspective

The purpose of this document is to provide a framework which ensures that input from consumers is an integral part of the development of learning materials produced by the Queensland Centre for Mental Health Learning (QCMHL). The Centre has a commitment to a culture of inclusion and collaboration with consumers to achieve the Centre's key principles.
The input from consumers is a valued resource for the Centre and consumers will be utilised as educators.  Consumers' expertise in educating and informing people who work with or are likely to work with people with mental illness is recognised and highly regarded.

Best Practice Principles

Consumer participation is the process of involving consumers in decision-making about service planning, policy development, research, setting priorities and quality improvement in the delivery of services. Listed below are the best practice management principles for consumer participation:

• Effective consumer participation requires commitment and leadership from management and opinion leaders.
• The commitment and support of staff is essential to successful involvement of consumers.
• Internal policies and procedures are required to support and encourage consumers to participate.
• Consumer participation requires adequate resourcing.
• Staff participation in decision making is an essential prerequisite to an organisational culture that is supportive of consumer participation.
• Staff education and support programs are essential to enhancing their skill in working effectively with consumers.
• Consumer education and support programs are essential to enhancing their skill in working effectively with staff.
• Active involvement of consumers at all levels of the development, implementation and evaluation of Centre strategies and programs is integral to their success.
• Consumer participation commences at the design and planning stage of all projects.

Role of Consumers

Consumers are an essential component in the development of learning materials and the opportunities for input will be, but are not limited to:

• Membership of the Strategic Advisory Board;
• Membership of the Expert Reference Group;
• Assistance in designing training programs;
• Assistance in development of educational materials;
• Attendance or delivery of training sessions;
• Evaluation of training programs; and
• Participation in recruitment selection panels.

Training and Support

To ensure that the participation of consumers is effective, the Centre is committed to providing access to and ongoing support for training to assist consumers in fulfilling these roles.

Selection of Consumer Representatives

Consumer representatives are people who are nominated by and accountable to a group of consumers and represent the views of a group of consumers.
Selection processes and procedures are to be transparent and widely advertised.
To enhance the level of independence from Queensland Health (Mental Health), consumers selected for representative roles will be selected by a panel that includes other consumer/s.

Financial Reimbursement

Consumers who participate as members of committees, working groups or special forums have the right to be offered payment for their services to the Centre in the form of a sitting fee or reimbursement of expenses. This is underpinned by the principle of equity. Consumers will be promptly financially remunerated for their assistance. This includes payment for any pre-reading, work, and travel required for assisting in QCMHL projects.

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