Metro North Consumer Engagement Draft Procedure and Guideline Consultation

Closed 2 Oct 2017

Opened 1 Sep 2017

Feedback Updated 4 Dec 2017

We Asked

For feedback on the revised draft Consumer Engagement Procedure and Guideline.

You Said

Common themes that emerged in the feedback and where clarification was required included:

  • Language and tone - needed to be clearer and consumer orientated. Some language reflected staffing/employment and undervalued the contribution of consumers
  • Vaccine preventable diseases (VPD) - information was confusing and it wasn’t clear what consumer activities it was applicable to
  • Payments - amounts and examples of the ‘standard’ and ‘special’ payment were confusing and people were concerned how there will be consistency across Metro North.
  • Succession – section in guideline needed to be elaborated, including that existing consumers will continue to be supported
  • Engagement agreement– confusion around who explains this to consumers
  • Diversity of consumers-  ensure a diversity of consumers is involved that is reflective of our community
  • Termination – this section requires more detail on the process for staff to follow and steps to address conflict as it arises, before it gets to this stage
  • Criminal history check – clarifications needs to be provided on when this required
  • Opportunities to network with other consumers across Metro North
  • Providing feedback to consumers on their involvement and outcomes
  • Consumers accessing support resources referred to in the guideline  (that are on QHEPS)

We Did

We sought clarification on some feedback from consumers and engagement leads and incorporated feedback where appropriate.

Some consumer feedback showed confusion on the intent of these resources and overall intent of consumer engagement across Metro North. We modified the resource to make to make this clearer.

We also sought clarification and support from Metro North executive on the final draft.

Results Updated 4 Dec 2017

Please see below for a copy of the revised Procedure and Guideline.



During the last 12 months there has been significant progress in engaging with consumers across Metro North. We are committed to continuous improvement and being responsive to feedback from consumers and staff about the processes that support consumer engagement. This review of two procedures and one guideline takes into account the feedback received about our consumer engagement processes. The changes proposed aim to strengthen the role of consumers in influencing health care, broaden the diversity of engagement that we undertake and exercise due diligence with the use of public funds.

The review resulted in the superseding of the Partnering with consumers in formal advisory roles – orientation, training and support Procedure. The revised procedure and guideline for consultation are:

  • Engaging and partnering with consumers Procedure
  • Engaging and supporting consumers Guideline

Please review the following documents prior to clicking 'Online survey' below where you can submit your feedback:

  1. Summary of the propsed changes
  2. Engaging and partnering with consumers Procedure
  3. Engaging and supporting consumers Guideline



  • Partner organisations
  • Community members
  • Metro North HHS staff
  • Consumers / patients


  • Staff survey
  • Community feedback
  • Consumer feedback