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For Consumers


Here are some useful resources for consumers and carers in the role of consumer representatives, and for health providers wanting to meaningfully partner with consumers. Please email us if you find other resources you think we should consider adding here.

Resources from Health Consumers Queensland


Remuneration and reimbursement for consumer representatives statement

Valuing the time and expertise of health consumers and carers is vital. Health Consumers Queensland recommends health consumers and carers are paid for their time and reimbursed their costs when engaging with health services. This document sets out our recommended rates.

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Consumer and Community Engagement Framework 2017

The Consumer and Community Engagement Framework is designed to orient health organisations to what underpins successful consumer and community engagement. The goal of this Framework is to encourage health organisations to embed consumer and community engagement in their work.

The Framework can be used across the health system from public and private health services, primary health organisations, government departments to universities and research centres. It will support health providers to develop strong consumer and community partnerships that drive changes, delivers better outcomes and provide healthcare the community wants and needs

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A Guide for Consumers Partnering with Health Organisations

This guide is for people who are motivated to create a positive change in Queensland’s health system through their own personal experience and knowledge. Consumers can use this guide as a quick reference tool and dip in and out as needed. It has been written in clearly defined sections so that consumers can readily find the information they need, when they need it.

The consumers guide:

  • Outlines the Australian health system
  • Helps you understand consumer partnering in health organisations
  • Explores meeting processes and consumer roles
  • Provides information on support and self-care

Download the Consumer Guide >


A Guide for Health Staff Partnering with Consumers

The staff guide is written to help staff in health services develop effective consumer partnerships. This guide can be used by staff in any area and at any level of a health organisation to support partnering with consumers. Like the consumer guide, the staff guide has been designed to be read one section at a time, as the information is needed.

The staff guide is divided into two sections:

  • The context of consumer partnering: what it is, what guides it, and some primary considerations for partnering
  • How to partner with consumers when recruiting, including how to recruit, orient, and support consumers

Download the Staff Guide >

Resources from Australian Commission on Safety and Quality in Healthcare

Standard 2 (2nd edition)

The Australian Commission on Safety and Quality in Healthcare have developed a number of Standards which hospitals are accredited against.

Resources for consumers about the National Safety and Quality in Health Service Standards (2nd Edition)

Health Literacy

The Australian Commission on Safety and Quality in Healthcare have developed a number of health literacy resources

National Safety and Quality in Healthcare Services Fact Sheets

Five fact sheets have been developed to support health service organisation’s improve their health literacy environment. The next version of the National Safety and Quality in Health Services Standards has a greater emphasis on partnerships with consumers and embedding health literacy into an organisation’s systems and processes. The following fact sheets link staff working in quality improvement to a range of tools and examples to help plan improvements to the organisation’s health literacy environment.

The fact sheets for health services and many others are available to download from the ACSQHC website

Australian Charter of Healthcare Rights

The charter applies to all health settings anywhere in Australia, including public hospitals, private hospitals, general practice and other community environments. It allows patients, consumers, families, carers and service providers to have a common understanding of the rights of people receiving health care.

Read more about the Charter >

User Guide for Aboriginal and Torres Strait Islander Health

The Commission has defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards. These actions were defined following a comprehensive consultation process. Their implementation will help orientate the health system to provide all Aboriginal and Torres Strait Islander people with the health care they need. This guide provides practical strategies for what to consider and how to bring the six actions to life in any health service organisation. It also provides practical examples from across Australia that demonstrate that these actions can be, and are being, implemented in health service organisations.

Download the User Guide for Aboriginal and Torres Strait Islander Health >

Other useful resources

  • Consumers Health Forum

Consumers Health Forum of Australia (CHF) have information and resources including training modules for consumer representatives and those interested in becoming representatives: Our health, our community

  • Health Consumers NSW

Health Consumers NSW (HCNSW) have a variety of useful tools and resources including documents, factsheets, guidelines

  • Health of Queenslanders Report

The Health of Queenslanders 2014 report captures a broad range of information at a state and regional level about the health status of the population. This information will inform your work as a consumer representative
The Health of Queenslanders 2014 (full report)

  • Experience-Based Co-Design: a toolkit for Australia

Experience-Based Co-Design: a toolkit for Australia guides services in using the expertise and experiences of healthcare staff and patients in a genuine equal and reciprocal relationship to develop a better healthcare experience for all. The toolkit incorporates overseas experience as well as Australian knowledge to provide a clear five-step process for Australian settings.

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