Health Consumers Queensland has been facilitating Consumer Conversations since 25 March to hear directly from consumers during COVID-19. Since then we have held 26 sessions with more than 500 consumers. The early conversations were during a lot of uncertainty as public health restrictions were being imposed and we simply asked “what is working, what isn’t and what are you concerned about?” As the curve began to flatten, we refined the conversations to focus on specific topics, based on what we were hearing from consumers. Consumers routinely identified early key issues for the community, which we were able to feed through to the health system. This enabled the system to respond in the knowledge of consumer insights and expectations.

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