FAQs for Consumer Representatives

FAQs for Consumer Representatives

Do you have a question? We have the answer.

On this page, we are collating the most asked questions we get from health consumer representatives. If you have a question you think we should answer here, please get in touch with us.

What is a consumer representative?

Consumer Representatives are people who collaborate and partner with health staff to bring about health system change. They are someone with a lived experience of the healthcare system as a patient, carer or family member of a patient who brings the consumer perspective to the planning, delivery, monitoring and evaluation of healthcare services.

How can I connect with other consumer representatives?

You can join our online community to talk with other consumer representatives: healthconsumersnsw.mn.co

Will I receive remuneration for my participation?

Health Consumers NSW believes that all consumers invited to engage with health services, research institutions, or other health entities should be remunerated for their contribution and reimbursed for expenses. Remuneration is one way to value the contributions of consumer representatives and to make becoming a consumer representative easier for more people. Consumers should not be out of pocket for their involvement. 

Please see our Remuneration and Reimbursement page for our HCNSW guidelines about paying consumer representatives in different settings. The page also links to the NSW Health Remuneration and Reimbursement Guidelines. We support these guidelines and encourage all health services in NSW to implement them.

HCNSW is happy to help your service establish its own guidelines and implement plans for fair remuneration of consumers. Find out more about how to partner with us

I am unhappy with my healthcare, can you advocate for me?

Health Consumers NSW cannot, unfortunately, help people with individual advocacy. 

Health Consumers NSW believes that people in NSW should have access to free independent health advocates who can assist people with their health complaints. HCNSW will continue to campaign for independent individual advocacy services in NSW.   

If you have a health care complaint, you can contact the HealthCare Complaints Commission on 1800 043 159, email them at hccc@hccc.nsw.gov.au or view their website at www.hccc.nsw.gov.au  

You can find out more about healthcare feedback processes in NSW on our Feedback and Complaints page.