Search Results for: health information

The time is now!

Posted on October 24, 2022

Last week I was lucky to be able to travel to Melbourne and participate as a consumer/Lived Experience representative in a couple of conferences.

The prompt for my trip was to attend the International Congress on Obesity (ICO) – I was part of a group of Lived Experience advocates, including some of the team from the national Weight Issues Network. This is a large conference – around 1,000 people from all over the world – that takes place every two years. This was the first year that people with lived experience were explicitly included.

As I was going to be in Melbourne anyway, I also went along to the Wild Health Digital Health summit. I was alerted to that by regular posts from someone I’m connected with on LinkedIn.

It was a massive week of learning, reflection, observation, and ideas sparking. It’ll take a while for me to make sense of everything – but here are some initial cross-cutting reflections from the two events. Some of these are reiterations of things I’ve known, others are new.

I think it’s time for a revolution in how we think about consumer, carer and lived experience input.

  • Having a consumer/lived experience perspective in the room changes the nature of the discussion
  • Speaking up when I’m the only, or one of very few, people with a consumer/lived experience perspective requires extra energy from me – I need to prepare for that and factor in recharge time
  • We need to move away from the idea that it’s ok to only have a handful of people with consumer/carer/lived experience perspectives in a room when there are hundreds of other people with professional/learned experience perspectives
  • There must be consumer perspectives at every table where decisions that impact us are being made – this includes at the highest levels of government: for example, when health service funding models are being conceived and developed
  • This mean organisations need to step up their level of investment in building capacity of people with consumer/carer/lived experience perspectives to also become “learned experience” experts – particularly in technical areas – while retaining a consumer/carer/lived experience lens.

Speaking truth to power

In many of the discussions I was in last week, I very much felt a responsibility to speak consumer and lived experience perspectives into the room.

There is currently no democratic forum in Australia where consumers, carers, and community members can hold our elected representatives to account for the state of our health and social care system.

We are required to talk to our State representatives on State-funded issues and our Federal representatives on Commonwealth-funded issues. I believe this is a massive contributor to the ongoing tolerance of a highly fragmented health and social care system. It is essential that consumer and lived experience perspectives are spoken into every discussion that impacts our health and social wellbeing – so that people can move away from “meh, what are you going to do?” to “right, what are we going to do?!”.

Time to “professionalise” the consumer/lived experience voice?

I am hugely privileged in that I have a paid job in consumer/lived experience systemic advocacy and engagement. This means I have time to connect with a wide range of people with diverse consumer, carer and lived experience perspectives, and I also have time to read (some of!) the tsunami of government and academic papers that are churned out relentlessly about how to improve our health and wellbeing, as well as the systems that support them. Reading these with a consumer lens can result in quite a different interpretation than some other lenses.

But at a very rough calculation, I’m probably one of approximately 200 people[1] across Australia who have that privilege. Compare this with 642,000 health practitioners working in their registered professions[2] in 2020 and a further 588,000 people[3] working in welfare roles. And that doesn’t take into account people working in health and social care policy/government roles.

So even if everyone of those 200 people in paid systemic advocacy roles are superstars (which I’m sure many of them are), there is no way they can be in every high level policy/agenda setting discussion where a consumer/lived experience perspective is required!

As an example: one of the speakers at the Wild Digital Health Summit commented how positive it was that there were now 32 Chief Nursing and Midwifery Information Officers across Australia. It occurred to me,

…what might it be like if we had 32 Chief Consumer Information Officers across Australia?

Building consumer leadership capacity and technical knowledge – while staying grounded in lived experience

When I was at the Wild Health Summit, I was very aware of my lack of technical knowledge of the subject. (At one point, the fabulous Heather Grain was introduced on a panel as being an expert in “fire” – which I thought was interesting, but not that relevant. I have subsequently learned that they said FHIR which stands for Fast Healthcare Interoperability Resources!)

So I’m left thinking – how do we ensure that there are enough people with both a strongly grounded consumer/lived experience focus and the technical knowledge to be able to add real value in some of these more technical discussions?

I wouldn’t start from here…

Another area that I think urgently needs more people with a grounded consumer/lived experience lens and technical expertise is that of health and social care system funding models.

At both the Wild Health Summit and the ICO event, the consequences of our current funding models for health and social care came up. Both the fee for service/Medicare funded primary care system, and the activity-based funding model in hospital services, incentivise clinicians and healthcare organisations to “do more things”.

How can we have a system that is focused on prevention of ill-health, and promotion of health and well-being, when we’re incentivising the system to deliver more healthcare?

The time is now

At a recent consumer/lived experience representative network event in WA, we discussed the need for a consumer/lived experience/community-led summit on health and social care.

If we as a community don’t take the lead on outlining our requirements for a system that truly focuses on the health and wellbeing of the people in the community, we will see the consequences of a health and social care system that is designed to meet the many and varied vested interests of people and organisations who are tasked with delivering that care, rather than the people who experience it.

Now that I’m back to my day job, I’m going to be thinking about how I can play my part in building this social movement for change.

Clare Mullen, October 2022

[1] Based on 6 states and 1 territory with a peak health consumer body, plus 3 other organisations, with an average workforce of 5 people focused on systemic advocacy; plus a Council of Social Services in each state and territory; plus national consumer/lived experience bodies

[2] https://www.aihw.gov.au/reports/workforce/health-workforce

[3] https://www.aihw.gov.au/reports/australias-welfare/welfare-workforce

[4] https://www.ipaa.org.au/latest-abs-public-sector-employment-figures-now-available/

 

Thanks for visiting us at our expo stall

Posted on October 20, 2022

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Connecting and communicating consumer perspectives on cancer care in WA

Posted on October 11, 2022

 

Has cancer affected your life – currently or in the past? A desire to connect with others who have similar lived experiences is the drive behind the upcoming community conversation welcoming consumers affected by cancer in WA. Health consumers’, carers, family, and community are invited to join “Connecting and communicating consumer perspectives on cancer care in WA“.

Be part of the conversation to discuss progress on the 2020-25 WA Cancer Plan. Discuss opportunities for future consumer and community connections.

Date and time

About this event

The WA Cancer Plan guides cancer care in WA: find out about progress on the 2020-25 plan and discuss opportunities for future consumer and community connections

Health Consumers’ Council (HCC) WA and the Consumer and Community Involvement Program (CCIP) are hosting this community conversation for people with experience of cancer – either for themselves, or for a loved one.

In this session, consumer representative Susannah Morris, the HCC WA consumer representative in cancer involved in work relating to the development and now implementation of the WA State Cancer Plan, will give an update on work so far as background for the conversation. Cancer care is delivered in the states and so state plans provide important context that guides care and affects consumer experiences and outcomes. Unlike some other jurisdictions, WA does not have a readily identifiable network of cancer consumers: we are fragmented between our cancer types and our treating locations and so this community conversation provides a space for us to come together.

This will be an opportunity for attendees to discuss their interest in people with experience of cancer in WA connecting with each other in order to influence the scope, design and delivery of health services and health research in relation to cancer and survivorship.

(NB This information session is being hosted independently by HCC and the CCIP to provide an opportunity for people with experience of cancer to connect with each other and learn about work relating to cancer care and services in WA. This is not a Department of Health event.)

This conversation will be held online, via Zoom – details will be sent out in the week before the session.

 

About the organisers

We are (Health Consumers’ Council WA) an independent charity that exists to support and promote consumer, carer and community perspectives in the WA health system.

The Consumer and Community Involvement Program (CCI Program) is an activity of the Western Australian Health Translation Network (WAHTN). The CCI Program (CCIP) supports consumers, community members and researchers to work in partnership to make decisions about health research priorities, policy and practice with the aim of improving health outcomes and ensuring community involvement becomes standard practice.

BACKGROUND: Cancer Care and the WA Cancer Plan, launched 2020

The WA Cancer Plan was released in February 2020 setting out the next five years of strategy in relation to cancer services. This work was undertaken by the WA Department of Health, and the Health Consumers’ Council supported the project through running a community survey and developing consumer videos reflecting consumer patient journey experiences. A summary of survey results is available here. The launch event featured a moving and articulate presentation from Advisory Group member Susannah Morris, who ensured the consumer voice was at the heart of the plan as much as possible.

(An abridged version of Susannah’s speech is in Health Matters (pages 10-11: March 2020 issue) on the Health Consumers’ Council (WA) website, titled “A new plan for cancer
care in WA“)

REGISTER FOR THE COMMUNITY CONVERSATION HERE:

https://bit.ly/WA-Cancer-Plan-Community-Conversation-Consumer-Perspectives

(LinkedIn: for Dr Susannah Morris)

What the HCC Engagement team have been up to in Djilba (August-September) 2022

Posted on September 16, 2022

It’s been a busy few weeks for our team – here’s a selection of some of the meetings and events we’ve been part of…

  • Meeting with the WA Council of Social Services to discuss work happening on partnership in relation to the WA Sustainable Health Review (SHR)
  • Meeting with Helping Minds to discuss shared interests
  • Promoting consumer perspectives as part of the East Metropolitan Health Service Obesity Prevention Strategy Implementation Committee
  • Meeting with East Metropolitan Health Service to discuss ways of getting consumer input to inform plans for a weight management clinic
  • Promoting consumer perspectives as part of the East Metropolitan Health Service Weight Management Clinic model of care project reference group
  • Hosting a community conversation about the WA consultation on Assisted Reproductive Technology and Surrogacy Acts to inform HCC’s submission on this topic
  • Meeting with the consumer organisations in other states and territories to discuss how we can have more of a state consumer voice on national issues – such as primary care reform
  • Meeting with the Department of Health to discuss our new contract arrangements (which will kick in from 1 January 2023)
  • Meeting with the Department of Health to understand the state position on Long COVID
  • Attending the launch of the Consumers of Mental Health WA launch of their new individual advocacy service for people with psycho-social disability
  • Call with Cancer Council WA about running consumer focus groups
  • Taking part in cultural responsiveness training
  • Hosting two consumer forums – funded by the WA Department of Health – on the experience of multicultural men and multicultural people living regionally in relation to cancer care and information
  • Taking part in the Care Opinion national advisory group
  • Meeting with the team at the National Justice Project about the next steps with the Aboriginal Patient Advocacy Training
  • Promoting consumer perspectives at the Emergency Access Reform Program Control Group
  • Delivering our first fully virtual consumer representative training workshop
  • Meeting with the Department of Health to discuss the work on SHR Recommendation 23 in relation to clinical and consumer leadership
  • Meeting with the WA Primary Health Alliance to support consumer involvement in the development of a model of care for chronic heart failure
  • Meeting with the WA Country Health Service to help them access consumer-facing materials about engaging with health services
  • Meeting with the Department of Health about sexual health and blood borne viruses
  • Meeting with Consumer and Community Involvement Program (CCIP) and a consumer leader to discuss opportunities to connect consumers, carers and community members with lived experience of cancer – planning a community conversation in October
  • Meeting with the Department of Health to discuss communities of practice
  • Taking part in an online forum on COVID Antivirals
  • Attending the launch of the refreshed Live Lighter campaign
  • Promoting consumer perspectives in a meeting with the WA Enrolled Nurses Cooperative hosted by Community Skills WA
  • Hosting a community conversation about the reality of “living with COVID” with Professor Grant Waterer
  • Meeting with the Department of Health about their plans to involve consumers in the development of a WA Safety and Quality strategy.
  • Meeting with Community Legal WA and the WA Financial Counsellors Association to discuss shared interests and possible collaboration opportunities
  • Meeting with People With disability WA to discuss the Empowering Health Consumers With Disability training we are running together
  • Attending Clinical Services Redesign Methodology training with other people involved in the Emergency Access Reform program across WA Health
  • Meeting with Asthma Australia to discuss shared interests
  • Hosting a cultural sensitivity training with a private hospital
  • Hosting an online workshop on Acknowledging Country (find out more about these workshops and sign up at https://www.eventbrite.com.au/e/acknowledging-country-tickets-414587019937
  • Presenting – alongside two consumers – on the lived experience of overweight and obesity to 3rd year medical students at Curtin University
  • Meeting with the Department of Health and the WA Primary Health Alliance about the work on the WELL Collaborative (WELL = Weight Education and Lifestyle Leadership)
  • Talking on the ABC Perth morning show about the implications for consumers of the one-off public holidays on 22 September

This is only part of the work HCC does. At the same time, our Advocacy team have been responding to individual consumer enquiries every day providing both “in the moment” support, and also longer term support and advice to consumers who’s enquiries require involvement over a longer period of time.

 

Engagement Officer, L4 – full-time

Posted on September 6, 2022

Can you help us build a social movement in health?

At Health Consumers’ Council, we believe in people power. Through our engagement and partnerships work, we are building a social movement in health – where the people who use health and healthcare services, and the people who work in them, can work together to identify priorities for improvement and make positive and lasting change.

We’re looking for a can-do person to join our team and help us extend our reach to more people in the community who use health and social care services, as well as reaching more of the people who work in them.

Health Consumers’ Council WA

The Health Consumers’ Council of WA (HCC) is an independent community-based organisation which was established in 1994, representing the consumer’s voice in health policy, planning, research, and service delivery. We stand for equitable, person-centred, quality healthcare for all West Australians.

Three people sitting at a desk looking towards the front of the room. In the background is an Aboriginal flag and a Torres Strait Islander Flag, and a whiteboard with post-it notes

About the Role

This role is based in the Engagement team and is for an initial period of up to 2 years with the possibility of extension. As well as managing your own projects and activities, you will also provide support to other members of the Engagement team including the Aboriginal Engagement Coordinator, the Cultural Diversity Engagement Coordinator, the Marketing and Communications Coordinator and the Deputy Director.

This is a full-time role based between our offices in Mount Lawley and your home. For the right person, we may consider part-time options, but ideally we’re looking for someone who can be available to work 5 days/week.

What We Offer

  •  A friendly and supportive team that’s making a tangible difference in the community
  • A competitive not-for-profit annual base salary – Level 4 Social Community Home care and Disability Award ($39.26/hour + super)
  • Salary sacrifices up to $15,900 per annum
  • An engaging and flexible working environment
  • The opportunity to work on a wide range of projects and to learn practical skills on the job.

What you’ll be doing

This is a mixed role with lots of variety so you’ll get the chance to work on a range of projects and activities within the Engagement team’s portfolio including:

  • Delivering training and presentations to a range of groups including consumers, carers, community members, people with lived experience and staff working in government, health care and social care
  • Planning, organising and delivering events and workshops – including virtual, face-to-face and hybrid (both virtual and face-to-face)
  • Analysing feedback from events and workshops and creating reports to share this information with a range of stakeholders
  • General engagement project coordination including
  • preparing, monitoring and reporting on project plans
  • liaising with project stakeholders to ensure tasks and deliverables are achieved in line with project plans
  • monitoring and reporting on project budgets
  • responding to enquiries from a wide range of stakeholders about engagement and partnership practices and programs, including providing advice
  • creating and distributing engaging content for a range of platforms including social media, website, email, MS Teams and publications
  • helping to recruit and support volunteers to support HCC’s activities.

What you’ll need to succeed in this role:

  • Excellent literacy and writing skills and strong communication and interpersonal skills
  • Experience in a people-facing role such as customer service or stakeholder engagement and a love of connecting with people
  • Experience in organising meetings, workshops or events
  • Collaborative working style with an ability and willingness to muck in with other team activities as required
  • Be able to work autonomously and within deadlines, including managing a number of projects at the same time
  • Proactive, reliable and flexible attitude and comfortable working in a fast-paced adaptive environment
  • Highly proficient general office IT skills for day to day office activities including the ability to quickly learn to become very comfortable using MS Word, MS Teams and MS Powerpoint – and using MS Excel for organising and sorting data – and comfortable learning new IT skills quickly and with minimal input as required

If you’ve had experience of stakeholder engagement or working with volunteers that would be great. And if you have other skills and experience that you think makes you a great fit for this role, please tell about those too!

Diversity and inclusion

At Health Consumers’ Council we know that strength comes from diverse perspectives being at the table. If you require any adjustments to submit your application, we invite you to get in touch with Clare Mullen via email clare.mullen@hconc.org.au or call reception on 08 9221 3422.

Please read the attached position description for more details – please refer to the criteria in your application.

To apply for this role, please send us an email (to info@hconc.org.au) and a copy of your resume and tell us:

  • What is it about your professional or life experience that makes you a good fit for this role? (Please make it clear how these relate to the tasks and criteria in the position description in your response.)
  • Why do you want this position?
  • How do you see yourself helping Health Consumers’ Council to deliver on our plans?
  • What do you look for in a working environment that can help you thrive?

Next Steps

To be considered for this opportunity please email applications to info@hconc.org.au by no later than 9am on Tuesday 27 September 2022.

Emergency Access Reform

Posted on August 10, 2022

In May 2022 the Premier of WA launched a package of reforms to improve emergency care in WA. This included setting up a Ministerial Taskforce on this issue, led by the Minister for Health. (Read more about that announcement here: https://www.mediastatements.wa.gov.au/Pages/McGowan/2022/05/New-252-million-dollar-reform-package-to-improve-WA-emergency-care.aspx)

HCC has been funded by the WA Department of Health to establish a consumer/carer/community/lived experience network of people with an interest in relevant areas to this program.

Click here to sign up to this consumer, carer, community, lived experience network to receive regular updates about this work, including opportunities to be involved

Clare Mullen, HCC’s Deputy Director is a member of the Program Control Group.

Areas of focus

This program is very wide-reaching. It’s about how people arrive at, move through, and move out of a hospital setting. It is looking at a range of options including identifying clinically appropriate alternative treatment options as people enter the health service – meaning people who don’t need emergency treatment don’t have to wait unnecessarily in an ED waiting room, or in an ambulance outside the hospital. It could also include supporting timely discharge from hospital to other appropriate services when someone no longer needs specialist medical treatment.

It covers how someone might end up at an Emergency Department (ED), how they move from the ED to a ward (or leave the ED to go home), and how they get discharged from the hospital eventually.

The focus on people leaving hospital is to make sure that people aren’t staying in hospital any longer than they need to BUT that if people need additional support or care, that this is in place before they leave the hospital.

There are particular groups of people whose experience is the initial focus for this work:

  • people living in residential aged care facilities who need healthcare
    • often people in this situation come to ED by ambulance, but may not need Emergency care. The program will be looking at how to make sure people get the care they need in the right part of the system for them.
  • older people who may have come to the hospital from their own home, but who will be discharged into an aged care facility because they need more support than can be provided for them at home
    • sometimes people may have discussed this possibility with their family already, but in many cases that’s not the case – so how can people and their families get the support they need, and make sure that they are able to be transferred out of hospital when they no longer need hospital-level care – but do need some kind of care
  • people with disability who may need additional support to be able to return to their home after a hospital stay

Health services are looking at a range of options – including virtual emergency medicine and other alternatives to emergency departments – to try to make sure that the people who really need the intense level of healthcare that is provided in an emergency department can access that care promptly.

HCC is particularly keen to ensure that patient experience measures are included as key indicators alongside some of the measures the track the way someone makes their way through the system and how quickly that happens. We’re also pushing for mechanisms to be put in place to track how any new approaches to providing care are impacting on health outcomes and patient safety.

Opportunities for consumers to be involved in this work

We held a community conversation in February 2023 on this topic with the Department of Health team so that consumer, carer, community and lived experience representatives could find out more about the work that is planned as part of this program.

We heard from Dr Shelley Campos, Clinical Lead for the program, and Hannah Moss, Program Manager.

Picture of Shelley Campos, Clinical Lead, Emergency Access Reform program and Hannah Moss, Program Manager

For more information about this project, email kieran.bindahneem@hconc.org.au

[Last updated 05/04/23]

ID: stethoscope on a desk

Consumer Voices and COVID-19

Posted on February 16, 2022

Health Consumers’ Council WA has been holding a number of consumer conversations to discuss people’s experiences of living with COVID. See the consumer feedback below.

 

Consumers Health Forum – Consumer Commission – Beyond COVID-19

Our national peak consumer forum has instituted a Consumer Commission – a consumer-led thought leadership project on health policy after COVID-19. Workshops have been held with Consumer Leaders exploring key questions – see the timeline below and the Communiques from the four workshops held. The aim of the Commission is to develop a policy paper that will be presented to the Federal Minister for Health and relevant Government departments. CHF will also use the paper to shape their advocacy and policy work post the pandemic. HCC’s Representative is Susannah Morris, and the full list of members is here.

Questions explored in the workshops:

1. Which, if any, measures introduced during the pandemic response should be retained to help address issues of inequity over the long term?
2. What policy areas, if addressed, are most likely to create equitable access to healthcare and reduce disadvantage across the Australian community?
3. What structural changes are needed to address the underlying causes of inequity in Australia?
4. What consultation and engagement mechanisms can best support disadvantaged communities and individuals to be involved in decisions that affect their lives?

Communiques from workshops:

Statewide Network

If you would like to be a part of a statewide network of consumers and carers who are interested in being involved on COVID-19 responses, please register your details via the link below. We are still planning how we will organise this, but we can start collecting the names of those people who are interested. We imagine that this group will be a ready source of consumers and carers to call upon should COVID-19-related opportunities arise at short notice.

Register to join the COVID-19 Community of Interest

EVENTS TO DATE

  • Health Issues Centre convened an online event entitled Who Makes The Call? which focused on ethical decision making when care may need to be rationed. 
  • The health consumer peak organisations across Australia worked with Health Issues Centre to bring together a second forum entitled Will Technology Save Us? focusing on both the COVIDSafe App and Telehealth. 
  • Will the Road to Recovery be paved with casualties? This event was held on 16th June 2020 and the Event Summary report is available here, and the video is available here. A full report is available here.

Fireside Chats

Virtual Q&A virtual sessions with WA Health Leaders

Our Fireside Chat series gives you the chance to hear directly from medical experts and have your questions about Covid-19 answered.

You can view recordings of our pervious sessions here.

SURVEYS AND CONSULTATIONS

Borders Opening January 2022

The Health Consumers’ Council has held meetings with active consumer representatives to hear concerns, issues and recommendations in advance of WA borders opening.  Summaries of the January 2022 meetings are available here.

It only took a Pandemic…. Caring after COVID-19

  • It’s an understatement to say that things in our health system have changed during COVID-19. For example, Telehealth implementation has soared with the introduction of a Medicare Number for GPs, and also for outpatient appointments. Visitor numbers were restricted, although these restrictions have eased now. We undertook a survey to reflect on these questions in relation to changes in our health services –
  • What STARTED during COVID that we want to KEEP ON GOING?
  • What STARTED during COVID that we want to STOP?
  • What STOPPED during COVID that we want to RE-START?
  • What STOPPED during COVID that we NEVER WANT TO SEE AGAIN?

Att#3 It Only Took A Pandemic Responses

  • Community of Interest Survey conducted in April on elective surgery, consumer engagement and communications. Read the summary here.
  • A survey we conducted on 23/3 “How will you manage the Coronavirus” shows great confusion in relation to information about the virus, what they needed to do to avoid it, and fear of financial impacts.
  • We repeated this survey and the results highlighted that as the situation has evolved, people have expressed concern about separation from loved ones, and impact on their mental health of social distancing. Read the summary here.

Care in the time of COVID-19

  • The WA Department of Health is conducting a survey in relation to people’s experience of cancer care in the time of COVID-19. Responses will help inform the implementation of the WA Cancer Plan 2020-2025 and guide future initiatives across WA Health with the intention of improving the care of people diagnosed with cancer. Click here for their survey. Click here for their new resources – Cancer care during COVID-19 and COVID-19 Travelling for medical treatment.
  • There has had to be a range of changes made to clinical services, the up to date clinical guidelines are here:
  • https://ww2.health.wa.gov.au/Articles/A_E/Coronavirus/COVID-19-clinical-alerts – We hope to be able to help create consumer-friendly explanations of what these service changes mean and what may need to be adjusted as the scale of the pandemic alters.

Aboriginal Patient Advocacy Training

Posted on December 7, 2021

Health Consumers’ Council has partnered with the National Justice Project and The Aboriginal Health Council of WA to develop some training for organisations and workers who work with Aboriginal people, and Aboriginal community, to help support their clients and family, friends and community who are dealing with the health system.

The inequity and injustice that can confront Aboriginal people in our health system can lead to poorer health outcomes and health advocacy plays a big part in addressing these issues.

This training will help people gain a better understanding of the barriers and enablers for Aboriginal people in our health services and systems, a deeper understanding of health rights and the important role of health advocacy.

The training that we have developed focuses on:

  • Increase your understanding the barriers that can prevent Aboriginal people accessing equitable care
  • Developing a better understanding of the health system
  • Gaining a deeper understanding of health rights
  • Developing health advocacy skills so that you can better support Aboriginal clients
  • Learning about various complaints mechanisms and avenues for people
  • Self Care and Vicarious Trauma

If you would like to register your interest for future sessions, please contact Tania Harris, Aboriginal Engagement Coordinator, on tania.harris@hconc.org.au or 9221 3422.

Resources

Handouts – Mental Health Rights

Frequent issues and questions

Posted on November 19, 2021

FAQs for Urgent Health Issues
FAQs for Urgent Mental Health Issues

 


How can I track my hospital appointments and referrals?

You can call Outpatient Direct on 1300 855 275

Or download the ‘Manage My Care’ app here: https://www.healthywa.wa.gov.au/Articles/J_M/Manage-my-care.  The app allows you to track your referrals and their status, see your upcoming appointments and their details, and allows you to change, accept or decline.  You can add family members to the app as well!  This app and number are for public hospitals only.

 

Alternatively, if your appointment or referral is for a private clinic, hospital or specialist, you can call the service directly and enquire about the status of your referral or the date and time of your appointments.


How can I request a refund or waiver of fees?

The easiest way to request a refund is to contact the service provider directly in writing or by calling the service, making sure you include the invoice number, amount and reason you would like a refund or waiver.  Sometimes it may take some time for an outcome to be reached, and you can request that the account be put on hold until the outcome is decided.

Pathology clinics and St John of God Ambulance have dedicated billing and accounts phone lines that you can search.  Sometimes bills may be reduced or a payment plan offered, and sometimes the request may be declined.  Often services will ask if the consumer has a concession card or other financial stress that will make it difficult or impossible to pay.  Feel free to use the following template in your request for a refund:

Refund Request Template Letter

1. Example of refund request

2. Example of refund request


How can I get support in appointments?

Sometimes appointments with health service providers can be daunting, and it can be difficult to keep track of the conversation while remembering to ask your questions or gain clarification. In these situations, there are several support options available to you:

  1. You are able to bring a support person to your appointment (family member, friend, support worker).  This is often the best way of feeling supported in your appointments, as you have moral and emotional support, as well as a second pair of eyes and ears to take in what is being discussed.
  2. You can write down a list of your questions beforehand, and take it in with you to your appointment.
  3. You can request a written report of your appointment from the health practitioner which details the key points covered.
  4. You can ask that a sentence or piece of information be repeated if you are unsure of its meaning.
  5. You can take notes while in your appointment, so that you can keep a record of the things discussed.

If you are having a procedure done in an appointment and you would like support, you can request a chaplain or extra support person to sit with you and provide emotional support during your procedure.  If this is something you may need, you can also call ahead of your appointment to request someone be available during your appointment.

Pain and Stimulant medication FAQs

Please click on the button below to download a list of FAQs and relevant information.

FAQ list and responses for Schedule 8 medications

How do I get a second or further opinion?

It is your right as a patient in the healthcare system (physical health, and voluntary or involuntary mental health) to have a second opinion regarding your care.  You may want a second opinion because you’re unsure about your doctor’s diagnosis, medical advice or treatment plan. You might want to consult a doctor with more experience in your condition. Or you might just be looking for a better doctor-patient relationship. Not every doctor will be the right fit for every patient.

You can request a second opinion from your nurse or doctor while you are in hospital, and they may seek out a second doctor, or you may contact a doctor you know and trust who may be able to complete the second opinion.

If you are seen by a health professional in an outpatient setting, you can ask your GP to provide you with another referral for a second opinion if you disagree or are unsure of the recommended treatment plan.  If you disagree with your GP’s assessment or plan, you can see another GP in the same clinic or in a separate one.

You can request a second opinion at any time you are unhappy with a specialist or health professionals opinion or plan.  However, there may be consequences in requesting a second opinion in the public system, as often there are not enough resources to provide further opinions.


What does 'out of catchment' mean?

Out of catchment means that your address is outside of a health service’s geographical boundaries.  This usually means that the hospital or public health service is unable to see or treat you, and will refer you to the hospital or service that provides to your catchment area.

Perth Hospital Catchment Areas


How do I get a referral to a specialist?

To get a referral to a specialist, you will need to see your GP to discuss the reason you would like to see a specialist.  It may also be helpful to have a particular specialist in mind that you can ask your GP to refer you to.  Some specialists may see you without a referral, but you will be out of pocket the full amount, without medicare or health insurance rebates.

Further information on referrals


How do I request a new health provider?

You ask! You can always ask your GP for a new referral, or you can request your care be taken over by someone else.  This request can be in writing or verbal, and should be respected as long as there is capacity for this to happen.  For example, if you wanted a new GP or psychologist within the same practice, you could ask that you be transferred or you can book your next appointment with the professional of your choosing.  It becomes a little harder in the public health system, and especially limited in rural and remote areas where there is often a severe lack of healthcare options.  If you would like to discuss this further, please call us on 9221 3422 (ext. 1) or email us at advocacy@hconc.org.au.


How can I review decisions made about my schedule 8 medications?

Schedule 8 medications are mainly pain medication and stimulant medications, and are usually seen as addictive, therefore distribution and prescription is monitored and restricted.  If there has been suspected misuse/dependence of schedule 8 medication by a health professional, it may be reported to the Medicines and Poisons Regulation Branch, and your name placed on the Drugs of Dependence record.  Your GP or another health professional is able to lodge an appeal to any notification made against you.

Medicines and Poisons Regulation Branch

Information on Drugs of Dependence Record Appeal Process


Why is my doctor no longer able to prescribe my ADHD/Pain medication?

See the above drop-down for further information on appealing a notification on your record with the Medicines and Poisons Regulation Branch.

There are restrictions on the supply of certain pain and stimulant medications. These restrictions apply if you:

  • have a specified medical condition such as psychosis or bipolar disorder
  • are receiving medication to treat any substance use issues or concerns
  • have a notation or record with the Drugs of Dependence record
  • are not having your pain managed by a pain specialist
  • and other restrictions

Your specialist needs to apply to the Department of Health for permission before prescribing the medication. Additionally you may be required to perform urine drug screens. Your consent is required for the specialist to send the information to the Department of Health.

This does not preclude you from accessing the most appropriate stimulant medication.

It is best to discuss the matter with your specialist. They can get in touch with the Department who will assist them to get the best possible outcome.

Further information on schedule 8 medication and prescription

What are my rights as an involuntary patient?

The Health Consumers’ Council is unable to provide advocacy for consumers who are involuntary, or being held or treated on forms.  This includes CTOs (Community Treatment Orders).

The Mental Health Advocacy Service provide this service to consumers who are under 18 years old (any status), who are living in mental health supportive accommodation (private psychiatric hostel) or if you are being held for assessment or on any forms.

Your rights as an involuntary consumer include the following:

  • Right to information about your rights
  • Right to ask questions and be fully informed about any treatment offered to you
  • Right to receive a further opinion about treatment
  • Right to have your involuntary status reviewed by the Mental Health Tribunal
  • Right to be represented at a hearing before the Mental Health Tribunal
  • Right to freedom of lawful communication
  • Right to a medical examination after being admitted to a hospital
  • Right to access your medical records
  • Right to keep your personal possessions securely while you are a patient in a hospital
  • Right to an interview with a psychiatrist
  • Right to confidentiality
  • Right to nominate a nominated person
  • Right to have a treatment, support and discharge plan and be involved in the making of the plan, if you are an involuntary patient
  • Right to make a complaint to the mental health service and/or the Health and Disability Services Complaints Office if you are unsatisfied
  • Right to seek legal advice
  • Right to access the Mental Health Advocacy Service
  • If you are of Aboriginal or Torres Strait Islander descent, to the extent practicable and appropriate to have treatment provided in collaboration with an Aboriginal Torres Strait Islander mental health worker and significant members of your community including elders and traditional healers

For further information:

Mental Health Advocacy Service

Mental Health Commission Resources

List of Mental Health Act Forms

Further Opinions for Involuntary Consumers


8. Feedback for our Advocacy Service

Posted on November 5, 2021

If you have used HCC’s Advocacy service, and would like to provide feedback about your experience, please complete this form.

 

Please do not use this form if you need help with making a complaint about an issue in the health system. For information and support to make a complaint or navigate the health system, please contact our Advocacy team on 9221 3422 or advocacy@hconc.org.au