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Posted on 09 Aug 2019
Consumer engagement
Incident response/review

When patients are unexpectedly harmed or die in a health service, a team of staff come together to find out what happened, why, and how to prevent it from happening again.

An important piece of this puzzle is to understand the patient perspective, or that of their family or carer. Consumer representatives on review teams can provide this perspective by challenging assumptions and providing a service user lens to highlight areas for improvement.

“Consumers play a vital role in helping us to avoid making the same mistakes repeatedly” – Louise McKinlay - Partnering in healthcare.

Some health services routinely engage consumer representatives on their review teams, while others may struggle. In 2017-18, only 17 per cent of review teams included a consumer representative.

We are committed to seeing this number increase and have developed handy resources for consumers and health services reviewing serious adverse patient safety events.

Our guides were developed following workshops with health service staff and consumer representatives.

Our guides:

  • provide health services with tips for engaging consumer representatives on their review teams
  • provide guidance and tips for consumers about the review process
  • clarify the role of consumer representatives on review teams

Download the guides

Page last updated: 09 Aug 2019