How do we do consumer engagement?

Our organisation will be open to facilitating consumer engagement at every possible interaction, truly listening and responding, and holding ourselves accountable for partnering with consumers in the delivery of safe quality care and supporting consumers to live their best lives. It takes many forms and can be delivered in a range of ways. We will choose the most appropriate form of engagement for each activity to ensure we are respecting the dignity of those involved, creating safe spaces and ways to engage, and to encourage the highest possible levels of engagement.

The Consumer Engagement team will:

  • Help to create a culture where the entire workforce embraces consumer engagement as a fundamental, accessible and enjoyable part of their daily work
  • Develop tools and processes that enable meaningful and accessible engagement
  • Support managers and other staff to design and deliver engagement activities and provide support in responding to and actioning feedback given.
  • Lead the delivery of consumer engagement programs such as Turn Up Your Voice.

We are guided by the Consumer Engagement Policy in the design and delivery of our work.

Turn Up Your Voice

Turn Up Your Voice is an innovative program unique to Helping Hand and is our flagship consumer engagement initiative. Turn Up Your Voice aligns with our leadership development program My Home Life, and uses a strengths-based appreciative enquiry approach. Involving residents, clients, staff, volunteers and family, the purpose of the program is to listen to what we do well, work collaboratively to do better more of the time, and co-design and embed outcomes to improve the care and quality of service provided.

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