The Canterbury Health System is continuously looking at ways of improving service and the user of those services is the best person to answer how we can do that. We have a number of different ways of gathering feedback to help us "listen to the voice of the consumer". These include our website, surveys, focus groups, suggestion boxes that invite suggestions, compliments or complaints and family meetings.
When a consumer's experience of our health services doesn't meet their expectations, we want to hear about it. We assist, in a respectful manner, with the fair, speedy and efficient resolution of complaints in accordance with The Code of Health and Disability Services Consumers' Rights (The Code of Rights).
Another way we get feedback on how we can improve the consumer experience of our health care services is through the Canterbury DHB Consumer Council.
The Canterbury DHB Consumer Council was set up in 2008 as a way for consumers to have a strong voice in planning, designing and delivering services in the Canterbury Health System.
The Consumer Council's slogan is "Nothing about us, without us", because we believe health care should always be planned with consumer involvement, right from the beginning.
The consumer council is invited to participate in, and comment on, many of the CDHB initiatives to enhance the patient's experience. It has a regular commitment to the Xcelr8 – the business of caring programme that has been designed to develop our health system leaders.
Over the past year this has included consumer input into the development of eSCRV – Electronic clinical information sharing, the Pulmonary Rehabilitation Working Group (PRWG), the development of Advanced Care Plans and participation in the design forum for the new Burwood Hospital to name just a few.Council members also sit on most of the Canterbury Clinical Network's Service Level Alliances including the overarching group, the Alliance Leadership Team. These Service Level Alliances are made up of groups of people with expertise in a particular health service. The group works together on ways to improve the way services are provided. This enables consumers to work in partnership with clinicians and health managers at a senior level, to influence the transformational change of our health system.
The council is made up of a diverse range of people with ethnic backgrounds and areas of interest that include Māori health, Pacific health, mental health, people with long term conditions, people with physical, intellectual and sensory disabilities, older people, youth, men, women, rural communities, people with visual and hearing impairment and people with alcohol and other drug addictions.
Back row, Left to right: Kevin Murray, Jaimee Thomas, Julie Whitla, Salina Dhakal, Kerry Maw, Zhiyan Basharati, Gary Endacott, Dr Sarah Zino, Miles Jackson
Front row, Left to right: Darryn Williamson, Stephen Phillips (Deputy Chair), Trish Adams (Chair), Bev Edwards
(Absent: Henare Edwards, Carolyn Gallagher, Toe Smith, Marg Coberger and Valda Reveley)
Council members are nominated by consumers and consumer lobby and advocacy groups. Collectively they have a broad range of understanding and experience of how it feels to be a consumer and what consumers need.
Structure of Consumer Council (PDF, 350kb)
The Terms of Reference were re-defined in 2013 to ensure it meets and reflects the challenges facing the Canterbury Health System post earthquakes and aftershocks.
Terms of Reference May 2013 (PDF, 350kb)
The Consumer Council meets on the last Monday of each month.
25 January 2016 Minutes Consumer Council Meeting (PDF, 350kb)
29 February 2016 Minutes Consumer Council Meeting (PDF, 350kb)
29 March 2016 Minutes Consumer Council Meeting (PDF, 350kb)
26 April 2016 Minutes Consumer Council Meeting (PDF, 350kb)
30 May 2016 Minutes Consumer Council Meeting (PDF, 350kb)
27 June 2016 Minutes Consumer Council Meeting (PDF, 386kb)
25 July 2016 Minutes Consumer Council Meeting (PDF, 350kb)
25 August 2016 Minutes Consumer Council (PDF, 350kb)
31st October 2016 Minutes Consumer Council Meeting.pdf (PDF, 281kb)
28th November 2016 Minutes Consumer Council Meeting.pdf (PDF, 276kb)
Minutes Consumer Council Meeting 23 February 2015 (PDF, 350kb)
Minutes Consumer Council Meeting 30 March 2015 (PDF, 300kb)
Minutes Consumer Council Meeting April 2015 (PDF, 350kb)
Minutes Consumer Council Meeting May 2015 (PDF, 350kb)
Minutes Consumer Council Meeting June 2015 (PDF, 300kb)
Minutes Consumer Council Meeting 27 July 2015 (PDF, 350kb)
31 August 2015 Minutes Consumer Council Meeting (PDF, 350kb)
27 October 2015 Minutes Consumer Council Meeting (PDF, 350kb)
30 November 2015 Minutes Consumer Council Meeting (PDF, 350kb)
Wayne Turp, Project Manager, Canterbury DHBEmail: email@example.comPhone: 03 364 4130
Planning & Funding32 Oxford TerraceChristchurch
Planning & FundingCanterbury DHBP O Box 1600Christchurch
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