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Consumer Engagement

Consumer Engagement

Wide Bay Hospital and Health Service (WBHHS) works in partnership with consumers and community groups to achieve our vision, Care Comes First… Through Patients’ Eyes.

We take pride in providing high-quality patient care to a diverse and growing population. We support our staff to engage meaningfully with patients and carers to provide the best possible patient experiences.

We know that we can only achieve our vision with the strong support of our consumers and our community.



Survey - The Australian Commission on Safety and Quality in Health Care

Engagement in many forms

We welcome involvement from people who use or have an interest in our organisation and would like to help us plan and improve our healthcare services.

Consumers are actively engaged in activities and committees throughout our organisation, in various ways and at different levels.

Our peak consumer committee is the Consumer Partnership Group, which is an advisory committee to the Executive. This group provides informed advice to the Executive on governance, policy and strategy related to consumer engagement and its impact on health service outcomes. It’s also an advocate to the Executive on relevant consumer wellbeing issues.

WBHHS is committed to engaging the community to plan and deliver the best health outcomes possible. Community Reference Groups (CRGs) have been established in Biggenden, Bundaberg, Childers, Discovery Coast, Eidsvold, Fraser Coast, Gayndah, Gin Gin, Monto and Mundubbera for local people to share information and ideas and advise the Board on community issues.

CRGs are special groups of people who have nominated their interest in being more involved in engaging with us.  We try to ensure a representative sample of those people who have indicated their interest. These groups provide local communities with a structured network for input and feedback about planning, design, delivery and evaluation of healthcare within the Wide Bay Hospital and Health Service.

Consumers and community members have also had key involvement in supporting the development of:

How you can partner with us

We believe in partnering with patients and families to provide the best possible care.

A consumer is someone who has received care at WBHHS, may do so in the future, or who may care for someone who has received our care. Consumers provide an important and unique perspective by working together with staff to influence the hospital’s policies, programs and practices.

We have a variety of ways that consumers, carers and community members can be involved.  You can:

  • Help make patient information easier to understand by reviewing brochures and other patient information
  • Help us collect feedback from patients and families about how we can continue to improve the things we do
  • Teach our staff about what it’s like to be a patient here
  • Join a committee
  • Provide feedback about a particular issue or project.

Consumer and Community Engagement

To learn more about being involved, contact the Consumer and Community Engagement team
07 4150 2047

You can also fill out our Consumer Partnership Form.


Independent Patient Rights Adviser

One way in which we engage with our patients directly is through the Independent Patient Rights Adviser (IPRA) role.

IPRA roles have been established across Queensland, including Wide Bay, as part of the

Mental Health Act 2016, which provides a legislative framework for the treatment and care of people with mental illness.

Rights advisers assist patients receiving treatment and care provided by Queensland Health mental health services, and recognise the lived experience and insights of people with mental health issues and their families.

For more information, visit the Independent Patient Rights Adviser page.


Volunteers make a real difference in the lives of our patients, carers and staff at Wide Bay Hospital and Health Service.

Volunteers work alongside and under the guidance of staff to help to improve the hospital experience for patients and carers.  Our volunteering opportunities are based on the needs in different areas of the hospital, so we try to match applicants’ strengths, skills, interests and availability to our current needs.

All our volunteers undergo training before they start to ensure they are prepared and confident to carry out their role.  Some of the roles our volunteers have are:

  • Meet and greet people and help them find their way around
  • Provide information and support to patients and carers
  • Help patients, carers and visitors access educational materials and use the electronic arrival kiosks
  • Restock brochures and put together information packs and patient resources
  • Support patients to engage in activities
  • Facilitate the activity and library trolleys
  • Join a committee
  • Short-term projects
  • Complete a survey
  • Provide feedback on patient brochures and information
  • Fundraising and events roles – man a stall, be water station attendants or course marshals.

Volunteer Services Coordinator

To inquire about what volunteer opportunities there might be for you, contact the Bundaberg Health Services Foundation on 4150 2863 or our Volunteer Services Coordinator on 4184 1862.


Frequently Asked Questions

What are some of the opportunities for getting involved?

  • Share your story during staff meetings, staff orientation and educational sessions
  • Participate in working groups, committees or projects
  • Create and review patient education material
  • Collect and analyse patient experience data
  • Give presentations in meetings and/or at conferences
  • Co-design and co-instruct training sessions and workshops
  • Engage in the development and implementation of research.

What qualifications do I need?

  • Have a passion for improving the experience of patients and families
  • Be comfortable speaking in a group and sharing with others
  • Be open to other people’s perspectives and ideas
  • Agree to respect privacy and confidentiality agreements.

What is the time commitment?

There is no specific time commitment required.  Consumers typically volunteer one to four hours per month, but the time commitment is flexible and will be matched according to your availability.


Register your interest

Consumer Partnership Form


Wide Bay Hospital and Health Service

Last updated: 21 February 2020