Swan Hill District Health

Learning from consumers: Capturing experiences of health services

About the project

Swan Hill District Health (SHDH) identified an opportunity to improve service delivery by thoughtfully sharing the personal stories of consumers. SHDH captured the stories on video to ensure that the experiences and voices of consumers were shared with integrity and clear intent.

SHDH has incorporated the videos into staff training programs as an education tool to demonstrate how their interactions with patients, carers and their families affect consumers’ health care experiences. It is a powerful way to hear first-hand how the service is perceived by the people who depend on it.

The consumers who participated in the project were actively engaged from the project design stage through to the approval of final cuts. This process demonstrates the benefit of embracing and engaging with consumers to learn and develop stronger partnerships and better health outcomes with the community.

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