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Consumer and carer reference group

The Consumer and Carer Reference Group is made up of ten to twelve people who either use Helping Hand services or whose family members use Helping Hand services. They have been meeting since May 2013 to provide advice on topics and issues relating to Helping Hand. The group’s members represent residential and community services users from both metropolitan and country areas.


Consumer & Carer Reference Group members March 2015

Consumer and Carer Reference Group members, March 2015

Topics discussed recently

  • Codesign of a better way to get feedback on how satisfied residents, family and carers are with our services in residential care, community services and housing
  • Pets in aged care – input into Helping Hand’s policy towards becoming ‘pet friendly’
  • What is customer service? Input into the development of Helping Hand’s Customer Service, Values and Service Ethos documents
  • Input into information services: for example the design of the community services fridge magnet, information to residents, family and visitors around safety, and Helping Hand becoming smoke free

What do members say about being on the group?

Each year, the group reflects on what they have achieved and what they get out of the group. Here are some of their comments:

Turn Up Your Voice satisfaction surveying in residential care was an outstanding success, including how the Reference Group was involved in designing the process, the individual efforts of some members and the outcomes/changes which had occurred as a result

We feel our participation is of value to Helping Hand

I’ve learnt a lot

Good to hear about experience

Cross fertilisation of ideas


Contact us today on 1300 653 600