Shining a spotlight on the Consumer Advisory Council

As part of Patient Experience Week, we’re highlighting the important role that our Sir Charles Gairdner Hospital (SCGH) Consumer Advisory Council (CAC) play in shaping the patient experience.

CAC act as a link between consumers and hospital staff. They apply a consumer’s lens and voice to decision-making to help support the development of policies and strategies.

CAC Deputy Chair Elizabeth Mills said the CAC helps to support the patient experience.

"Whether good or bad, the patient experience is very important as it helps the hospital to enhance the services it provides,” Elizabeth said.

Elizabeth’s road to the CAC began through personal experience at SCGH and she felt passionate about having her voice heard.

After being an inpatient at SCGH with a broken foot and having difficulties getting to a bathroom, Elizabeth decided joining the CAC was a pathway for her to make a meaningful difference.

"I joined in 2015 and have been on the council ever since,” she said.

When asked about her passion within the CAC, Elizabeth said having her own disability motivated her to make sure other people with disability get the same healthcare treatment as everybody else.

"I know that the problems I have faced may be experienced by other people in a wheelchair,” she said.

Through this passion, Elizabeth and the CAC have been able to cultivate a number of changes that have helped improve the patient experience for people with a disability.

“I am particularly proud of more accessible bus stops, push button toilet opening doors and Changing Places toilets,” she said.

During Patient Experience Week, Elizabeth highlighted the way that small changes could lead to big differences in the patient experience.

The CAC recently held a survey in the renal ward. A strong theme in the response was that the windows needed cleaning. By engaging with the patients and consumers, the CAC was able to identify a small way to improve the patient experience and window cleaners were brought in.

Elizabeth emphasised the importance that these little changes can have on the patient experience.

“Even a change as small as having windows cleaned can make a world of difference,” she said.

If you would like to help make a difference and join the CAC, contact CommunityAdvisoryCouncil.SCGH@health.wa.gov.au