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What is Consumer and Community Engagement

1.1 What is Consumer Engagement

Community engagement extends beyond informing patients, carers and community members. It involves:

  • Providing meaningful opportunities for patients, carers and community members to have a say on the provision of health services within their community; and
  • The consideration of the concerns and needs of patients, carers and community members in health service planning, delivery and assessment.

1.2 Consumer and Community Engagement Framework

The Health Consumer Queensland’s 2012 Consumer and Community Engagement Framework (Framework) (shown in Figure 1) has been developed to guide the development of effective consumer and community engagement strategies. The Cairns and Hinterland Hospital and Health Service (CHHHS) will employ the Framework.

Elements and levels of consumer engagement
Figure 1. Source: HCQ - Consumer and Community Engagment Framework

1.3 Why does the Cairns and Hinterland Hospital and Health Service want to engage?

There is growing consensus that involving patients, carers and members of the community in decisions around health services contributes to a better health care and improved community health outcomes (Australian Commission on Safety and Quality in Health Care (ACSQHC) (2012). The benefits of consumer and community engagement are shown in Figure 2.

Consumer Engagement image

Figure 2. Benefits of consumer and community engagement


Last updated: 23 September 2013