1. Consumer Experience In Mental Health ISLHD
Irene Constantinidis
Team Coordinator Mental Health

2. Consumer Participation
The role of consumer participation in mental health and health services
National Quality and Safety Health Standards NQSHS
Standard 2 – Partnering with Consumers
Ensuring the consumer voice in how health services plan design evaluate and deliver care at local , state , national and international levels

3. Consumer Participation in Mental Health – What do we do
Consumer Peer Workers
Consumer and Carer Consultative Committee
Consumer Advisory Network CAN
YES Questionnaire
Staff education and Training delivered by consumers
Consumer Participation meeting on inpatient units
PIP Portal – consumer Feedback on information provided to consumers
Consumer Carer Journey Project
distribution list of consumers and carers

4. ISLHD Consumer Participation
Consumer Workers
CCCC
YES Survey
Consumer Forums
Consumer Carer Journey Project
Service Delivery Operational 
Service Development & Planning
QI Evaluation & Planning
Education & Training
Committees
State Wide consultation 
Consumer Participation

5. YES and Consumer Carer Journey Domains
YES Questionnaire
Transition and Continuity
Access to Care
Physical Comfort
Involvement of Family and Friends
Information and Education
Respect for patients values and expressed need
Emotional Support and alleviation of fear and anxiety
Coordination and Intergration
Individuality
Choice and Involvement
Attitudes Rights and Responsibilities
Information
Partnership
Access
Safety
Physical Environment

6. Respect for consumers preferences, values and expressed need-Individuality
Positive Feedback
Supported to engage in activities
Nursing staff supportive and helpful
Values were respected
Listened to
Negative Feedback
Isolation in inpatient units
Treated like a child
Lack of involvement in care plans
Not respecting consumers wishes

7. Emotional Support and alleviation of fear and anxiety- attitudes
Positive Feedback
Nurses understand
Consumers felt safe
Consumers orientated to the unit –offered reassurance
Staff were approachable
Reflected in both YES and Consumer Carer Journey stories- positive
Negative Feedback
Anxiety from the physical environment
Anxiety from other consumers
Having to share a room

8. Information and Education
District Overall 78%- Lower than the state average
State Level – Information and Access
The service- I saw no paperwork or information packages
Treatment – diagnosis, medication , plans for admission – “what would happen next??? “
Plans for transfer – “I did not know what the plans were”
I didn’t know why they kept me there
Rights and Responsibilities
Standard 2 Partnering with consumers and threaded throughout most standards- Communicating with Consumers

9. The Best Things about Mental Health Service - ISLHD
Quality of care provided by staff is excellent
Staff support consumers recovery
Consumers feel welcome
Family and carers are involved and involvement is positive
Helpful when people are in distress
Seeing people getting better

10. Thank You - Questions Irene Constantinidis
Team Coordinator Consumer Participation
ISLHD Mental Health