1. Working with Co-Design Whakakotahi Learning Session One 23 May 2017
Chris Walsh
Director, Partners in Care (PIC) programme
Deon York
Programme Manager, PIC programme

3. Consumer engagement
Is a process where consumers of health and disability services are encouraged and empowered to actively participate in decisions about the treatment, services and care they need and receive.
Is most successful when consumers and clinicians demonstrate mutual respect, active listening and have confidence to participate in full and frank conversation.
Systems that support consumer engagement actively seek input from consumers and staff at all levels of an organisation.
Extract from Health Quality Safety Commission (2015). Engaging with consumers: A guide for district health boards

4. Consumers/patients/family/whānau – the largest untapped resource in health

5. Why involve consumers?
Experience and evidence has shown that actively involving health consumers at all levels of the health and disability system:
assists with identifying care that is most likely to be acceptable to consumers
identifies areas where waste can be reduced or services can be reconfigured to ensure that more people use them
ensures that consumer rights are upheld and that the chance of harm is reduced.
Patient experience, clinical effectiveness and patient safety are all linked.

7. “I got the letter and felt anxious as the
appointment was at 9am and I wasn’t
sure I could get a bus in time. When I got
to the hospital, I went to the main desk
to ask where to go as I couldn’t see any
signs and the person on the desk was
very helpful even though the instructions
that they gave me were a bit complicated.
I arrived at the clinic and there were so
many people there, everyone was really
crammed in [the space] and I felt very
uncomfortable and nervous.”
p27, NHS Institute for Innovation and Improvement The ebd approach: Using patient and staff experience to design better healthcare services 2010

8. What is co-design? Several core principles:
to achieve a partnership between patients staff and carers
an emphasis on experience rather than attitude or opinion
narrative and storytelling approach to identify ‘touch points’
an emphasis on the co-design of services
systematic evaluation of improvements and benefits.

9. Co-design programme

10. Evaluations of Commission co-design programmes
Positive aspects:
new knowledge gained
first experiences of working directly with consumers
success in overcoming challenges
personal development opportunities.
Challenges:
consumer attrition from co-design projects
embedding co-design into organisational training and development, policy or strategy
securing release time from work to commit to projects.

11. Addressing system challenges

13. Considerations for your project
What does co-design mean to you?
What does it look like?
How will you set up your project?
How will it be implemented?
How will it be evaluated?

14. Kupu Taurangi Hauora o Aotearoa