What is consumer engagement?

Consumer Engagement (sometimes called participation) is about involving consumers in decision-making. Be it decisions at an individual level – around people’s own health, treatments and illness-management (consumer centred care) or at health service level – around policy development, service design, delivery and evaluation.

So, what are the reasons that consumer engagement is so important in health care?

1. Ethics and democracy – participating in decisions that impact on people’s own health is an ethical and democratic right. Those who are affected by a decision have a right to participate in the decision-making process that impacts their health.
2. Improved health outcomes – Evidence shows that consumer involvement in health care leads to safer and higher quality health care services and better health and policy outcomes.
3. Improved health services and delivery – engagement ensures health services are delivered effectively and closely targeted to people’s needs. This leads to more safe, efficient and cost-effective services, models of care and facilities.
4. Accreditation and Legal Requirements – consumer engagement also serves a strategic purpose. Across Australia, the importance of consumer engagement is supported and upheld by a number of policies and frameworks.