As part of National Patient Experience Week we want to recognise and celebrate the many ways that healthcare staff and consumers can make a positive impact to the patient experience every day.
At CALHN we have 117 dedicated lived experience consumer representatives who assist with the design, review and improvement of services. They also review information sheets, conduct patient experience surveys and participate on recruitment panels and committees.
To celebrate this annual week, we spoke to three of our consumer representatives about the important roles they play across our sites.
John Glatz
Why did you decide to become a consumer representative?
After spending some 160 days in at the Royal Adelaide Hospital following receiving 60% burns to my body, I was convinced that I needed to return something to the health system in South Australia. The Nurse Unit Manager from the Burns Unit at the Royal Adelaide Hospital suggested that I should become a consumer representative and organised it.
How long have you been a consumer representative for?
Approximately 12 months
What is your favourite part about being a consumer representative?
I enjoy my time with CALHN, doing both person-to-person interviews at the Royal Adelaide Hospital and joining an interview panel as the consumer representative.
Shona Edwards
What program area do you work with?
The cancer program, through the Youth Cancer Service, and more recently the pain management unit
Why did you decide to become a consumer representative?
My lived experience gives me vital knowledge of the medical system and a valuable youth perspective which I can contribute to the improvement and design of health services. I hope that by contributing my perspective future patients can avoid the difficulties that I faced and get the care they need when and where they need it.
How long have you been a consumer representative for?
Five years
What is your favourite part about being a consumer representative?
Knowing that together we are making positive change and giving patients a seat at the decision-making table.
Stephen Knight
What program area do you work with?
I am a consumer representative with the surgery program.
Why did you decide to become a consumer representative?
I spent quite some time in the Royal Adelaide Hospital after my amputation and wanted to give something back to the hospital. After spending time in the Royal Adelaide Hospital, I realised it was an amazing place for a patient and the best hospital I had been in.
How long have you been a consumer representative for?
I have been a consumer representative for approximately 18 months.
What is your favourite part about being a consumer representative?
I enjoy participating in the various committees and I believe our comments and observations are respected and listened to. The one thing I didn’t want as a consumer rep was to feel I was just there to “tick a box” for the hospital. I have participated in an interview panel process for a nursing position, which I really enjoyed as I have previous experience in this role. I am looking forward to engaging with patients on the wards at some point in the future.
