Table 3.

Examples of consumer-related activities generating proactive decisions to drive change

Research	Regularly scanning published research evidence such as reviews by the Cochrane Consumer and Communication Group or publications from relevant consumer agencies for applicability to the local context and comparing the findings with current practice to determine whether there is a need for change
Data	Actively exploring local sources of routinely-collected data such as complaints registers or patient satisfaction surveys for trends or emerging themes that identify opportunities for improvement
Engagement	(Communication) Establishing mechanisms to encourage, accept and act upon consumer-initiated feedback
	(Consultation) Seeking regular consumer feedback to initiate change in targeted areas, for example: ▪ Topics that are important to patients such as pain management and early discharge ▪ Topics that are important to the health service such as cost containment of high volume or high cost procedures where consumer priorities may inform selection of suitable alternatives ▪ Big problems for patients and health services such as falls and medical mishaps ▪ Patients with high usage of health services such as those on renal dialysis ▪ Patients interacting with areas of the health service undergoing frequent or significant change ▪ Patients with cultural, ethnic or language differences that require additional resources