Consumer representatives program policy

Introduction

The CHF Consumer Representatives Program commenced in 1989 and has expanded exponentially since that date.

Aims of the CHF Consumer Representatives Program

The Aims of CHF as established in the Constitution provide the aims for the Consumer Representatives Program as follows:

• to provide a means of optimising the participation of consumer and community groups in national policy, planning and service decisions which affect the health of consumers; and
• to promote the rights of all consumers to be involved in health policy, planning and service decisions.

Advocates and Senior Consumer Representatives are covered in a separate policy.

Services and benefits delivered by the Program

CHF provides voting members with opportunities to contribute to national health policy beyond their own direct activities through endorsing consumer representatives for nomination through the CHF Consumer Representatives Program.

Individual consumer representatives have the opportunity to participate and engage in health policy, planning and services decisions. They receive support through training, a contact in the CHF Secretariat, access to the CHF website and publications, health policy support in CHF priority areas and communications with a wider consumer network.

The CHF Consumer Representatives Program provides a consumer perspective from a broad health interest base across Australia, which helps government and industry bodies ensure that their decisions and advice are more robust and/or more likely to be accepted by stakeholders.

CHF currently works with consumer representatives who participate in approximately 200 national health-related committees.  Many stakeholders first become aware of CHF through the contribution of these representatives.

Role of CHF Consumer Representatives

CHF consumer representatives play a vital role on a range of national committees ensuring access to a wide range of views. They also play a key role in engaging with and providing CHF members (and consumer networks) with information and views on a wide range of subjects. Resulting advice or decisions will be more robust and more likely to be accepted by stakeholders.

The CHF Guidelines for Consumer Representatives describe a consumer representative as follows:

A consumer representative is a committee member who voices the consumer perspective and takes part in the decision making process on behalf of consumers. ... Only those people whose primary experience is as a consumer can represent a consumer perspective because their judgement is not clouded by another perspective. -1- The role also involves:

• Protecting the interests of consumers, service users and potential users.
• Presenting how consumers may feel and think about certain issues.
• Contributing the consumer experience.
• Ensuring the committee recognises consumer concerns.
• Reporting the activities of the committee to consumers.
• Being accountable to consumers.
• Acting as a watchdog on issues affecting consumers.
• Providing information about any relevant issues affecting consumers.

This concept has since been incorporated as a definition in the Benchmarks for Industry-based Dispute Resolution Schemes, which specifies that consumer representatives must be:

(a) capable of reflecting the viewpoints and concerns of consumers; and
(b) persons in whom consumers and consumer organisations have confidence. -2-

Consistent with this definition, a framework comprising six principles for appointing consumer representatives has been established by the Commonwealth Consumer Affairs Council. This framework, whilst providing much needed guidance for government and industry is flexible and can be adapted as necessary for particular circumstances. -3-

Expectations of the CHF Consumer Representatives Program

The CHF Consumer Representatives Program will be conducted in accordance with the following expectations.

Consumer Expectations

• To provide a respected and informed consumer voice on national health issues.
• To enhance and add value to Australian health policy.
• The Program is supported by the Eight Consumer Rights.

Committee Secretariat Expectations

• Timely appointment of appropriately skilled and experienced consumer representatives.

CHF Member Expectations

• CHF shall work in partnership with members to complement their direct activities through encouraging nominations and feedback.
• Members shall contribute to national health policy beyond their own direct activities.

Stakeholder Expectations

• Consumer representatives shall provide input from a wider consumer network.
• Consumer representatives shall report back to CHF and the wider consumer network.

Ethical Expectations

• Consumer representatives shall uphold the integrity of CHF at all times as established in the CHF Code of Conduct.
• Consumer representatives shall uphold CHF policies, Conflict of Interest and Grievance Procedure.

Consumer Representatives Expectations

• Consumer representatives shall seek broader input from the wider consumer network.
• Consumer representatives shall report back to CHF and the wider consumer network.

Principles of the CHF Consumer Representatives Program

Program Recruitment

• Best practice and transparency is integral to recruitment in;
  • encouraging new representation;
  • achieving a broader level of representation;
  • improving the quality of representation;
  • achieving more effective involvement of consumers in improving
  • the health system, and influencing health outcomes.

Appointments

• Appointments shall be made to national committees.
• Appointments shall be made in accordance with best practice.
• The appointment process shall be accountable and transparent and vacancies will be widely canvassed.
• Consumer representatives shall be targeted to fill committee positions if no applications for advertised committee positions are received, or specific consumer health expertise is required.
• Appointment principles apply equally to appointments, re-appointments (to the original committee or any other working group that may be formed) and proxies.

Support and Training

• Representatives shall be oriented, supported and trained.
• Representatives shall be provided with skills development and self assessment documentation.
• Representatives shall be encouraged to take advantage of networking opportunities.

Health Policy Development

• Consumer representation shall be in areas of national health and considered within CHF priority areas.
• CHF policy principles and positions shall guide consumer representatives.
• Policy support shall be provided to consumer representatives within CHF priority areas.

Performance and Effectiveness

• The Program shall be supported by a database and records capable of providing data for analysing and benchmarking.
• The Program shall undergo regular audit for performance and effectiveness.
• Best practice and transparency shall be integral to all aspects of the Program.

Communications and Promotion

• The Program shall be promoted by CHF to achieve:
  
  • the inclusion of a consumer perspective in relevant areas;
  • stronger and improved consumer representation and participation; and
  • the added value it provides to health policy and programs

Program Management

• Representatives shall only be appointed if adequately resourced to fulfil their roles (sitting fees and reasonable expenses). -4-
• The CHF Secretariat shall manage the Program within resources available.
• The Program shall be supported by CHF communication facilities and processes.

Outcomes of Consumer Participation

CHF supports the current evidence that consumer participation contributes to a range of outcomes related to the health system, as follows.

• improvements in health outcomes for individual consumers
• a more active role for consumers in managing their own health
• more accessible and effective health services
• adoption of a range of methods for consumer participation in quality improvement and service development
• people traditionally marginalised by mainstream health services are enabled to participate
• successful implementation and evaluation of health strategies -5-
• transparency in decision making
• improvements in national policy and program developments.

Conclusion

CHF is committed to best practice and to providing a consistent approach to maintaining and supporting the CHF Consumer Representatives Program as outlined in the Consumers Representatives Program Policy.

This policy is supported by operational guidelines and procedures.

References to CHF Organisational Policies

• Advocate - Terms of Reference
• Code of Conduct
• Conflict of Interest
• Description of Strategic Committees
• Description of Key Consumer Representatives Program Committees
• Grievance Procedure
• Privacy Policy
• Risk Management Policy
• Senior Consumer Representative – Terms of Reference

References

• CHF Guidelines for Consumer Representatives (4th edition). CHF, 2001.
• Guidelines for Consumer Representatives Fact Sheet Number 1 Eight Consumer Rights. (The Eight Consumer Rights were adopted by the United Nations Assembly in 1985 and are used by consumer organisations world-wide to validate the views of consumers and lobby on their behalf.)
• Commonwealth Consumer Affairs Advisory Council, Principles for the Appointment of Consumer Representatives: A Process for Governments and Industry Final Paper, June 2005.
• Department of Health and Ageing, The Evidence Supporting Consumer Participation in Health, page 2, 2001.

Definitions

CHF Advocate
Senior and experienced Governing Committee member or consumer representative with a strong background in the organisation of CHF and who is selected for his/her ability to strongly advocate in favour of CHF and the health consumer on high level national committees. CHF documentation

Committees
Committees are called a number of different things: councils, working groups, working parties, tribunals, boards, reference groups, etc CHF Guidelines for Consumer Representatives 2001

Health Consumer
Health consumers have a unique and important perspective on health. They include patients and potential patients, carers and organisations representing consumers' interests. CHF brochure

Consumer organisation

A group:

• whose main objectives is to genuinely advance the interest of consumers; and
• that is independent of industry and government in its decision making; and
• due to its activities, membership or other relevant factor is publicly recognised as playing a legitimate role in advancing the interests of consumers. Commonwealth Consumer Affairs Advisory Council, Principles for the Appointment of Consumer Representatives: A Process for Governments and Industry Final Paper, June 2005

Consumer representative
A consumer representative is a member of a government, professional body, industry or non-governmental organisation committee who voices consumer perspectives and takes part in the decision-making process on behalf of consumers. This person is nominated by, and is accountable to, an organisation of consumers. CHF Guidelines for Consumer Representatives 2001

CHF Key Consumer Representatives Program Committees
Limited number of national committees identified by CHF as having considerable importance, but not considered a CHF Strategic Committee. CHF documentation

CHF Strategic Committees
Limited number of national committees identified by CHF as being strategic and involved with core business. The committee must provide opportunities for CHF to participate and benefit beyond the individual/group experience of health consumers. CHF documentation

Senior Consumer Representatives
Senior and experienced consumer representative with a strong background in the organisation of CHF and who is selected for his/her ability to strongly promote the interests of CHF and the health consumer. CHF documentation

Footnotes

1. CHF Guidelines for Consumer Representatives, 4th Edition, 2001
2. Benchmarks for Industry-based Customer Dispute Resolution Schemes, Consumer Affairs Division, Federal Department of Industry, Science and Tourism (now part of Treasury), 1997.
3. Commonwealth Consumer Affairs Advisory Council, Principles for the Appointment of Consumer Representatives: A Process for Governments and Industry Final Paper, June 2005.
4. Strategic involvement in Committees that do not provide sitting fees will be covered in the Policy for Advocates and Senior Consumer Representatives
5. Department of Health and Ageing, The Evidence Supporting Consumer Participation in Health, 2001, page 5.