Auburn Hospital Community and Consumer partnership-building campaign
Early in 2019 Auburn Hospital wanted to build systems for partnering with consumers. We took the challenge to the WSLHD Consumer Council. Their collective thinking drove a campaign which resulted in consumer-identified improvements to patient safety and quality. That campaign led to the development of WSLHD’s first community-based council, starting a conversation between community leaders across many sectors in the Auburn local area, including health, police, education, housing, transport, council, social services and the local state MP.
The campaign trialled a program of initiating conversations with patients in the language of their choice with bilingual Consumer Representatives specially trained in communication. In total there were 152 conversations with consumers in Mandarin, Arabic, Cantonese and English. Auburn Hospital responded with enthusiasm and significant improvements have been made.
In 2020 the Consumer Representatives, staff and Community and Consumer Partnerships team were honoured with an Auburn Hospital Quality award (“AQUA”).
Auburn Hospital Partnership Campaign poster