Category: Blog

Working together to keep Western Australians healthy

Posted on January 7, 2026

From the desk of HCCWA Executive Director, Clare Mullen

HCCWA x Healthway

Today I caught up with Carina Tan-Van Baren, Executive Director of Healthway. Healthway plays a vital role in keeping Western Australians healthy by investing in prevention, community wellbeing, and health promotion.

Our conversation focused on the role of health consumers and community members in shaping Healthway’s future work. As with all parts of the health system, we discussed the importance of consumer involvement at every level of decision-making — including at board level.

We chatted about opportunities to strengthen grassroots, community-led prevention, including Compassionate Communities, “staying in place” initiatives, and other place-based approaches that support people to live well where they are. We also discussed the potential for prevention work in Western Australia to place a stronger focus on preventing and addressing the impact of adverse childhood experiences.

It was also a chance for us to share the work we’ve has been doing since 2018 — supported by WA Health and WAPHA — on The WELL Collaborative.

Strategies for Action from the WA Healthy Weight Action Plan: “a community that supports maintaining a healthy life”

This is WA’s innovative approach to bringing together people with lived experience with academics and health practitioners to help shape policy and system change to achieve the vision of the WA Healthy Weight Action Plan: “a community that supports maintaining a healthy life”

It was a very productive conversation about the opportunities for lived experience perspectives to be front and centre when thinking about health promotion. We’ve agreed to keep meeting regularly over the coming year — so watch this space.

MedicineWise Mobile App to Be Decommissioned

Posted on January 7, 2026

The Australian Commission on Safety and Quality in Health Care has announced the upcoming decommissioning of the MedicineWise mobile application. The app, originally launched by NPS MedicineWise in 2017 and transferred to the Commission in January 2023, has helped many consumers and health professionals manage medicines and access reliable health information.

The Commission recently completed a detailed review of the app, looking at user uptake, usefulness, maintenance requirements, safety and privacy considerations, and the availability of similar tools on the market.

The review found that while the app has been valued by some, overall usage and retention were low.

It also showed that maintaining the high standards required for safety, quality and privacy would require significant ongoing resources, especially when weighed against the small number of active users.

As a result, the Commission has decided to decommission the MedicineWise app at midday AEDT on Tuesday 10 February 2026. After this date, the app will no longer function fully on users’ devices.

The Commission has already contacted registered users with details on how to find alternative options, as well as instructions on how to download or remove any stored data before the transition.

We are sharing this update to ensure our community is aware of the change and has time to plan ahead.

If you need more information, please visit MedicineWise or email: QUMCustomerService@safetyandquality.gov.au.

2025 Annual General Meeting Wrap-up

Posted on December 19, 2025

Our AGM was a great way to close out the year. The room had strong energy, thoughtful discussion, and a clear sense of shared purpose. It was encouraging to see so many people engaged, asking questions, and contributing their perspectives.

Thank you to everyone who attended, spoke up, and supported the work. Your involvement strengthens our collective voice and sets a positive tone for the year ahead.

We were delighted that the Minister for Health and Mental Health Meredith Hammat was able to spend plenty of time meeting attendees and chatting with guests before giving her address and responding to questions that had been gathered from members.

We were also pleased to present our Annual Report and audited accounts for the year. You can review those here https://www.hconc.org.au/about-us/annual-reports/

When healthcare gets hard, we stand with you

Posted on December 3, 2025

Your Christmas donation helps West Australians get the support they need when things go wrong or get too hard to manage alone

Every year, thousands of people across Western Australia find themselves stuck in a healthcare system that’s complex, overwhelming and often deeply distressing. Some struggle for months to get answers. Others can’t access the care they need. Many feel unheard, powerless and alone.

That’s where Health Consumers’ Council WA steps in.

We’re the only organisation in Australia that provides individual advocacy across the entire healthcare sector, from GPs and hospitals, mental health to allied health, across both the public and private systems.

For more than 30 years, we’ve been helping West Australians navigate healthcare when things get complicated.

We hear you. We’re independent. We’re free.

DONATE

How we help

We help patients, carers and their families to:

Understand their rights as a patient
Get the care they need
Speak up confidentially with an advocate by their side
Be treated with respect and cultural understanding
Fix problems so others don’t face the same issues

Beyond individual cases, we drive system-wide change

We identify patterns experienced by health consumers and provide evidence-based input to government decision-makers, helping to remove barriers in WA’s healthcare system. By resolving issues early and advocating for continuous improvement, we aim to strengthen healthcare accessibility, equity and quality for all Western Australians.

How your donation helps

Accessing personal medical records

Peter spent more than a year trying to access his medical records. When he approached our advocate Jenni at Health Consumers Council, a conciliation request was already in progress but moving slowly. Jenni contacted the practitioner directly, reminded them of their obligations and the issue was resolved quickly. Peter finally received his records and was able to move forward with is healthcare journey.

Informed choice in mental health care

Jamie believed she had no choice over her medication due to a Community Treatment Order. Advocate Chrissy checked with the Mental Health Tribunal and found an administrative error. Learning she was actually a voluntary patient empowered Jamie to attend her appointment feeling informed, respected and able to contribute to her own treatment.

Support during a difficult time

With her husband gravely ill, Janice, whose first language is not English, worried she would be pressured into decisions she didn’t fully understand. Advocate Helen explained the hospital process, clarified her rights and helped her prepare. Janice attended the meeting feeling calm, informed and ready to speak up on her husband’s behalf during an emotional and complex time.

Compassion in complex situations

Alex felt anxious about an upcoming hospital admission and uncertain how to explain their needs. Kerrie worked with them on a clear care plan and Sensitive Practice Request, then shared it with hospital staff. This preparation helped everyone understand Alex’s condition and needs, creating a calmer, more respectful experience.

What people say

“The Gold Standard”

“Jenni is very approachable, she is a sincere and caring person, very professional and thorough. She was wonderful and if I need help anywhere again, she is the Gold Standard in which I will compare them to. Thank you.”

“Chrissy was fantastic”

“She honestly went above and beyond to help me and make sure I understood everything. Also beautiful and caring as well. Thank you Chrissy, you are a super star.”

“Thank you for going above and beyond to help me with my learning disability”

“Thank you so much for all your help and support in this matter Kerrie. You truly are amazing and very helpful. It is not often these days you find people that go above and beyond to help you and you truly have so thank you so very much from the bottom of my heart.”

A small team with a big impact

In 2025, we:

Supported 1,249 people with individual advocacy
Took 4,560 advocacy actions on behalf of patients
Made 23 submissions to shape fairer healthcare policies
Met with 96 senior healthcare decision-makers to drive change

Your donation helps us reach more people and create lasting change in WA’s healthcare system.

Your tax-deductible donation helps us be there for those that need us

We’ll be there for you and your loved ones too when you need us

We’re a registered charity and all donations over $2 are tax-deductible.

DONATE

16 Days in WA – Working to stop violence against Women

Posted on November 27, 2025

November 27, 2025

We are currently in the middle of 16 Days in WA 16 Days in WA – an event that runs from between the International Day for the Elimination of Violence against Women on 25 November to World Human Rights Day on 10 December. Family and Domestic Violence is a key Social Determinant of Health, and the majority of people who experience this violence are women, with 2 in 5 women experiencing violence since the age of 15 and one women killed every 9 days by a current or former partner.

The gendered drivers of violence that create the conditions for Family and Domestic Violence to occur have been identified by Our Watch https://www.ourwatch.org.au/link-between-gender-inequality-and-violence and include :

condoning of violence against women

men’s control of decision-making and limits to women’s independence
rigid gender stereotyping
cultures of masculinity that emphasise aggression, dominance and control

The impact of gendered violence is devastating and far reaching. As well as being a leading cause of homelessness for women, intimate partner violence contributes to more death, disability and illness in women aged 25 to 44 than any other preventable risk factor.

The impact of violence against women is seen in workplaces as it affects staff retention, absenteeism, productivity and morale. Violence against women in Australia is believed to cost Australia $21.7 billion each year.

We can all play our part in helping stop violence against women. The 16 Days in WA website has shared some here 16 Days in WA – 16 ways to play your part in stopping family and domestic violence.

When we attended the WA Health Awards on 25 November, we were thrilled to see the recognition given to the program at North Metropolitan Health Service for Clinical Awareness and Response Enhancement for Family and Domestic Violence. This initiative was co-designed with victim-survivors and introduced ED-specific clinical pathways, confidential disclosure processes, and a multidisciplinary education program. This has led to a 68% increase in victim-survivors engaging with safety planning and social work. It also improved medical documentation and enhanced the overall care experience for those affected by Family and Domestic Violence.

At HCCWA we are committed to anything that improves the health and wellbeing of our community. Tackling the gendered drivers of violence, and addressing violence against women are key steps to contribute to a safer, healthier community.

Talking with, and listening to, the Diabetes Community in WA at the Perth Diabetes Expo

Posted on November 18, 2025

TLDR

Our team met with people living with diabetes at the Perth Diabetes and Health Expo. We heard concerns about stigma, cost, and access to care. These insights will guide our advocacy work to support fair and responsive services in Western Australia.

Aimee Riddell and Tania Harris attended the Perth Diabetes and Health Expo hosted by Perth Diabetes Care. The event brought together people living with diabetes, carers, service providers, and advocates from across Western Australia.

We used the opportunity to speak directly with consumers. People told us that cost remains a barrier to routine care. Some spoke about long wait times for support. Others raised concerns about the stigma linked to both type 1 and type 2 diabetes. These conversations helped us understand the real pressures people face each day.

People also told us that health services feel more respectful when consumers help design them. Many said that lived experience brings clarity to decisions about treatment pathways, education, and community support. Hearing this reinforced the value of strong consumer voice in every part of the health system.

Our team also met local organisations that support diabetes care. This included educators, nurses, community programs, and allied health providers. These groups play a key role in helping people stay well, manage daily tasks, and understand treatment options.

Events like this show the importance of building strong links between consumers and health services. They help ensure that decisions take real experience into account. They also help reduce stigma by giving space for open and honest conversations.

We thank Perth Diabetes Care for hosting the event. We look forward to future opportunities to stand with the diabetes community and support better access to safe, affordable, high quality care.

Not “Just a GP” – The Specialists in Everyday Care

Posted on November 12, 2025

We really enjoyed reading this article this week Not “Just a GP”: The Paradox of the Specialist Generalist and thought our readers would enjoy it too. GPs are specialists who undertake training in General Practice after they have qualified as a medical practitioner and worked in the hospital system. Just like all other specialties, it requires specific training and on the job learning.

The provision of primary care is crucial to all consumers and having good GPs in our communities is essential for our wellbeing. We expect a GP to be able to tell us if a mole looks strange, if our runny nose and cough will clear up by the weekend, if our recurring Urinary Tract Infections are anything to worry about and if they think we should see a psychologist because we can’t find the same joy in every day life that we used to. They will see a baby who won’t stop coughing in one appointment, an elderly patient who is showing signs of confusion in the next, a teenager with a suspected broken arm, another teenager who has stopped eating and started self harming, then a woman struggling with perimenopause. This takes training, vast amounts of knowledge, compassion and excellent interpersonal skills. They’re not “Just a GP”, they are primary care specialists who are often the first person we open up to without concerns.

HCCWA welcomes hospital investment, continues call for action to keep WA healthier for longer

Posted on November 7, 2025

Clare Mullen speaks about the Healthcare Consumers' Council

Health Consumers’ Council WA (HCCWA) welcomes today’s announcement by the WA Government of increased investment in hospital capacity, recognising it as an important step in responding to the current demand for hospital care.

HCCWA Executive Director Clare Mullen said the investment would be reassuring for people struggling to access timely care, and emphasised that the ultimate goal must be a healthier population that requires less hospital care in the first place.

“Every Western Australian deserves access to high-quality hospital care when they need it —but a truly sustainable health system keeps people healthy and supported before they reach crisis point,” Ms Mullen said.

“No one wants to need hospital care. Ill-health need not be inevitable. To reduce pressure on hospitals, we need to invest just as strongly in prevention, early intervention, and the social conditions that keep people well.”

Ms Mullen said consumers consistently raise concerns about the difficulty of accessing affordable and timely primary and community care and early intervention with health issues —particularly for people living with or at risk of chronic conditions, or in regional and remote areas.

“When there is a lack of early intervention programs, or people can’t access the right care at the right time, health problems escalate and hospital admissions become inevitable,” she said.

“It’s a relief to see hospital expansion to ease the current pressure on services. But without strong community-based options, as well as targeted investment in preventative health activities, the demand for acute care will keep rising.”

“Western Australians want to see a system that supports health, as well as one that treats illness — one that helps people to stay well, connected and supported in their communities.”

HCCWA is calling for a balanced approach that includes:

Long-term investment in early intervention and preventive health programs,
Better funding for community-based and multidisciplinary care, and
policies that address the social and economic drivers of poor health.

“This is a welcome and necessary investment in hospital capacity. And we look forward to partnering with WA Health to ensure consumers and community members are actively involved in shaping these important infrastructure projects,” Ms Mullen said. “And if we want fewer people needing hospital care, we must also invest in prevention.”

Perth, Western Australia — 06/11/25

For further information or media requests: 

Clare Mullen | Executive Director
0488 701839
clare.mullen@hconc.org.au

Meet your HCCWA team: Jen Rawson

Posted on October 29, 2025

Our team works hard for the people of WA, we’re passionate about making a difference in the lives of West Aussies and working hard to make patients, carers, loved ones – all health consumers – are at the centre of our healthcare system to make healthcare fair.

We’d like you to meet Jen, Information and Advocacy Officer – Individual Advocacy.

How long have you worked at HCCWA

I completed my placement at HCCWA in 2023 and have been employed since late 2023

What inspired you to work at HCCWA?

While I was on my final social work placement, I found that HCCWA aligned well with my personal and professional values of social justice, fairness and respect for persons. I was attracted by the passionate and caring team environment and feel extremely grateful to have been offered employment when my placement ended.

Describe what you do at HCCWA

I work in the individual advocacy team. My role is to provide advocacy to people who are experiencing an issue, inequity or barrier in the WA health system by supporting them to exercise their rights. I also work to amplify consumer voices to ensure their wishes and experiences are heard and respected. This can involve providing information or self-advocacy resources, supporting people to navigate the complaints process, writing letters on their behalf or attending appointments to undertake specific advocacy actions.

What do you think about HCCWA and the work we do?

I think that HCCWA is a passionate and fierce defender of health rights and I’m proud to be a small part of that.

How do you see your work helping to improve outcomes and experiences for everyone in WA?

I hope that the work I do advocating for fairness and change for individuals leads to small lasting changes in approach and attitude from health care providers that will spill over to the next consumers accessing a service.

Ever met anyone famous?

A very long time ago I sold Georgie Parker an Easter egg when I worked at Darrell Lea!

Consumer Voices Drive Change: A Win Against Predatory Dental Practices in WA

Posted on October 26, 2025

Joint AHPRA and ATO Statement Targets Predatory Dental Payment Practices

We’ve seen time and again that consumers speaking up can drive change, and last week was no exception. Consumers who have been impacted by poor practices by WA dentists have collaborated with HCC and together we are we are making changes. 

We celebrated a victory last week when APHRA and the ATO issued a very strong joint statement on the worrying misuse and overuse of the compassionate release of superannuation to pay for dental treatment. The agencies gave strong guidance to practitioners on the limited circumstances in which it is appropriate to use such payment methods and also undertook to investigate practitioners who they believe are using this system inappropriately.

Unlike previous statements on this topic, which were framed as partly a caution to patients, this statement places the responsibility squarely with practitioners and with third party agents who may assist in completing applications for early release of super. We welcome this change in approach, and we are really pleased that these regulators have listened to consumers and to our advocacy in framing this message.

We heard about this issue earlier this year, following the death of a dental practitioner who had taken substantial advance payments from patients for expensive dental treatment, but had passed away before delivering the treatment.

In our research, we found a worrying number of practitioners who include in their advertising materials information that encourages people to withdraw their superannuation to pay for treatment. Some of this advertising appeared predatory and was often included incorrect information.

After advocacy from us, in partnership with consumers and pressure from the media, there was a press release from AHPRA in late May which expressed concern about the increase in using superannuation to pay for treatment, and a great checklist of red flags for consumers. This was a pleasing start, but we continued our advocacy, as we were concerned that the messaging from regulatory bodies around this practice was not strong enough.

The statement issued on 16 October is strong. It speaks of inaccurate statements being made by practitioners on forms supporting the release of superannuation, and of the penalties that people will face for making such statements. The consumers who have been left stranded are continuing their fight for justice through legal avenues, the media, and complaints processes. We are continuing to work with Consumer Protection, AHPRA and Choice Australia to explore avenues to protect consumers in future.

Bronwyn Ife | Systemic Advocacy and Engagement Lead

Media enquiries: 0488 701 839 | info@hconc.org.au