Consumer Engagement

This Consumer feedback toolkit has been designed to help service providers develop and implement effective and efficient consumer feedback systems. It contains practical advice, tools and strategies to assist staff to design, plan and deliver consumer feedback strategies that are:

• ‘Fit for purpose’
• Appropriate and meaningful for consumers (acknowledging the diversity of consumers).
• Efficient and appropriate for staff to apply without advanced evaluation skills or experience.

It has been developed by Kate Pascale and Associates Pty. Ltd. in partnership with the Eastern Sector Development Team (ESDT)

Please click on the following links to download the following sections of the toolkit:

1.0 Consumer feedback toolkit- Introduction and background

2.0 Collecting and using consumer feedback effectively Designing your approach

3.1 Developing consumer surveys

3.2 Consumer survey tools and templates

4.1 Conducting focus groups with consumers

4.2 Consumer focus group tools and templates

5.1 Conducting in-depth interviews with consumers

5.2 Consumer interview tools and templates

The following tools can also be downloaded in Microsoft Word format so they can be used electronically.

Designing your approach worksheet

Survey Checklist

Consumer Focus Group Facilitator’s guide templates

Consumer Interview protocol templates

• Health Issues Centre
• Improving health services through consumer participation: a resource guide for organisations (Flinders University 2000)
• How to develop a community participation plan: Participation in your health service system: Victorian consumers, carers, and the community working together with their health services and the Department of Human Services (DHS 2006)
• Consumer Participation and Culturally and Linguistically Diverse Communities (Centre for Culture, Ethnicity and Health 2005)
• Inclusive Community Engagement Toolkit
• Strengthening consumer participation in Victoria’s public mental health services