Consumer Participation

Royal Hobart Hospital

Consumer and Community Engagement Council

A consumer group was initially established within the Royal Hobart Hospital (RHH) in 1994 to give a voice to consumers in assisting to develop policies, reviewing procedures, and identifying risks in the provision of health care.

In 2014 the Tasmanian Health Service (THS) established what is now known as the Consumer and Community Engagement Council (CCEC) to recognise the vital role that consumers play in developing policy and identifying risks in the provision of health care.

The role of CCEC is to :

  • provide advice on National Health standards and partnering with consumers
  • participate in the review of patient information, policy, and clinical practice standards
  • review RHH safety, quality, and performance data including patient feedback, patient experience, and satisfaction surveys, and make recommendations for improvement
  • provide a consumer perspective and advocacy on service development and the redevelopment of health service sites
  • facilitate consumer participation on issues affecting or impacting the delivery of services across THS-S
  • facilitate consumer participation on reference and advisory groups for research projects and quality improvement initiatives

The CCEC has worked in partnership with the THS-South, consumers, and staff, to develop The Patient Will See You Now - THS Consumer Engagement Model of Care: A Framework for Patient Centred Care which aims to provide guidance to staff to ensure staff effectively engage with consumers in all aspects of care, including planning, delivery, and evaluation of health services.

The Framework aims to:

  • Describe governance that clearly outlines individual and health care service responsibilities for consumer and community engagement
  • Promotes consistency in the approach to consumer and community engagement across the organisation
  • Clarifies the meaning and intentions of partnering and/or engaging with consumers in healthcare
  • Ensures compliance with the National Safety and Quality Health Service Standards (NSQHS)
  • Promote and support the Arts in Health Program, including regular performances provided by the Tasmanian Symphony Orchestra to consumers of the RHH

Broadly, the THS-South CCEC aims to ensure that health consumers contribute to the development of health policy, planning, research, and service delivery through the provision of education, advocacy, training, information services, and community participation.

The principles that inform the work of the CCEC are confidentiality, consultation, social justice, anti-discrimination, access, and equity and empowerment.

The CCEC is interested to hear from volunteers who would like to be involved in providing a consumer voice in the delivery of health services at the Royal Hobart Hospital.

More information about becoming a Consumer representative volunteer

Image: (L-R) Kay Rodda, Kathryn Fulton (CNC Consumer Engagement (QPSS), Graham Gourlay, Jen Holdsworth (Deputy Chair), Kirsten Gibson (Director of Improvement QPSS),  Heather Gluyas (Chair), Paula Wriedt, Fiona Butler (Admin QPSS), Val Manuelpillai,  Maureen Englefield and Mary Sharpe
Absent: Barbara Moerd Executive Sponsor (Director of Allied Health)

THS- South CCEC Members Profiles

Heather Gluyas (Chair)

Heather Gluyas is passionate about the need for the consumer viewpoint to be recognised and included in decision making about health service delivery. She has been fortunate during her adult life to have had both professional and academic knowledge which Heather believes provides her with the skills to support her role as an effective member of CCEC.

For many years, Heather providing direct clinical care in acute, critical care, rehabilitation, and aged care settings. This was followed by considerable experience in senior executive level appointments and in the academic arena. Her academic experience includes the completion of a doctorate in nursing, and ongoing teaching, researching, and publishing in the area of patient safety, clinical governance, and human factors. During later years Heather was an ACHS surveyor for the NSQHS Standards.

Heather hopes that her involvement in CCEC will contribute in some way to improved patient care delivery and service provision.

Jen Holdsworth (Deputy Chair)

Jen Holdsworth has a long-lived experience as carer and health consumer in Tasmania. She is passionate about co-design, carer/consumer engagement, and input when designing improved health care across Tasmania.

Jen's employment background includes workers compensation rehabilitation, early childhood intervention, and now as a peer worker in the mental health space. This space has allowed Jen to create networks and listen to stories of the need for cohesion, connection, and inclusion for carers/consumers.

As part of her role on the CCEC, she is committed to sharing the voices of carers/consumers and working towards positive engagement with all at the RHH, creating a stronger and improved Health Service across Tasmania that is fully inclusive and supportive for all and meeting good practice standards.

Jen is always happy to listen and adds the value of stories and the sharing of ideas and suggestions is very important to improvement.

Graham Gourlay

Kay Rodda

Mary Sharpe

Maureen Englefield

Maureen's career started in 1965 in the UK to qualify as a Nurse followed by Midwifery. Her career developed to include managing hospital and community Midwifery, Training midwives, Neonatal Intensive Care. Paediatrics  Gynaecology. Family Planning, and Child Protection. Community midwifery became her love as it enabled her to provide holistic care for the families she was responsible for. Maureen always believed that having a baby is a normal event for most families and therefore does not need medical intervention unless a problem was identified. She retired from the Health Service in the UK In 1998.

Having her own two children provided first hand experience between hospital and home births. She loved providing a home birth for those who requested this choice. Giving women informed choices was an important focus for her.

Working in partnership with consumers of the services and all professionals has always been an important aspect for her to enable the development of a user-friendly service.

Since 2001, Maureen now lives in Tasmania and welcomes the opportunity to share her experience where needed.

Paula Wriedt

Val Manuelpillai

Val is a CPA qualified Finance Manager and a hands-on professional, adept at enabling decision making at senior management level and in advising and implementing process improvement strategies. He has worked for Telstra for over 20 years including the Telstra Customer Service area. He has a keen interest in giving back to the community and has volunteered his time to charitable organisations. He has recently moved from Melbourne to settle down in Hobart. He is keen to provide a consumer perspective and use his experience to assist in building a consumer focused patient care in the THS southern region.

Please see RHH Volunteer Services page to learn about other volunteer roles at the hospital.