In this series of videos you will see the practical insights we learned when we researched how consumers of health services see partnership. We identified the practical steps needed to build relationships that can flourish into true partnerships.
The first video is the overview, and each video after is one of the Seven Habits of Great Consumer Partnerships.
Overview
Don’t you feel frustrated when you hear “you need to partner with consumers!!” and you just don’t know how? Many of my colleagues ask “what are the steps that we can take to partner with consumers? How can we build and get the most out of the relationship?”
Partnering with consumers aims to improve health services. When researchers partner with health consumers they want to align their research agenda, process and outcomes with what is important to consumers.
Habit number 1: We use co-design thinking.
It’s really challenging in our big and busy workplace to make sure we remain focused on how consumers experience health issues in today’s world.
None of us want to be involved in ideas that don’t work because consumers haven’t had a say in how we do what we do. That’s why it’s crucial to have Consumer Representatives working alongside us in our teams. Co-design is a proven approach to hearing the voice of consumers. Co-design is a process of equal partnership in all aspects of what we do.
It goes beyond asking Consumer Representatives what they think of what you’re thinking, you do the thinking together.
Habit number 2: We invest the time to build the relationship.
Have you ever realised the deadline is just around the corner and you haven’t included consumers as partners?
When this happens partnering with consumers is almost impossible. Consumers have busy lives and need to plan how they choose to spend each valuable moment.
Partnership takes time. Just think about it. Although business and professional partnerships are a bit different to our life partnerships, they have many things in common. Partnership involves knowing your partner, sharing a big picture goal and looking out for each other along the way. It means opening up to who YOU are as well as finding out what is important to your partner. It’s about relationships and relationships take time.
Habit number 3: We provide good orientation.
Have you ever been introduced to a large group of people and thought “I will never remember their names – let alone what they do!” This is what our consumer representatives often experience when they turn up to a committee.
This video will outline an approach to make sure that when you recruit consumer representatives into your team they have the best chance of being able to make a good contribution as soon as possible. Its about orientation.
Habit number 4: We strengthen the voice of the consumer
The big reason we work with consumer reps is to bring a focus to the experience of our consumers – we don’t want to waste our time because the voice of the consumer rep isn't strong enough and we don’t get that important consumer focus.
So how do we make sure that their voice is strong and heard?
Habit number 5: We promote health literacy
Acronyms! We love using them and people outside of health and research struggle to understand what we are talking about!
It’s a good idea to check your written materials to spot any acronyms that are lurking around, create a list and unpack them – there’s also a list of general acronyms used by NSW Health here: http://cec.health.nsw.gov.au/__data/assets/pdf_file/0007/397654/Acronyms-and-Terms-for-Consumer-Engagement-Updated-November-2017.pdf
Acronyms used in research can be found here: https://sydneyhealthpartners.org.au/resources/clinical-trial-resources/clinical-trials-acronyms/
Becoming aware of the language you use is a thing that we start to practice. While everyone becomes more aware of the barrier that acronyms are to communication, the consumer buddy should be especially sensitive to this.
Habit number 6: We promote a level playing field
What does a level playing field look like?
It’s a good practice to ask ourselves what we take for granted when we collaborate. Its the small things that make a difference.
Habit number 7: We always close the loop
Over the years consumers have consistently said that they enjoy their collaboration with clinicians but sometimes they are left out of the loop about what has actually happened as a result of their involvement in to the co-design process. Consumers may wonder whether their effort was more about ticking a box, rather than a genuine desire to consider their input.