Authors: Trevor Parry, SA
Event: 2001 TheMHS Conference
Subject: Healthy mental health organisations, book of proceedings
Type of resource: Conference Presentations and Papers
Abstract: This Commonwealth funded “Consumer and Provider Partnerships in Health” project has been consumer driven from the very outset. It uses trained, paid consumer interviewers to obtain consumer feedback, customer satisfaction information, data on unmet needs and opinions about future service development. The Project Advisory Group has a majority of consumers and is jointly chaired by a consumer and service provider.
Five consumers were recruited via open advertising and trained as consumer interviewers by the Project Officer, assisted by two consumers from the Project Advisory Group. Training covered interviewing skills, employee duties of confidentiality and occupational health and safety.
A standardised interview schedule was developed by consumers, consumer interviewers, and service providers, and endorsed by the Project Advisory Group. To obtain the rich, lived, consumer experience, open-ended questions were asked to facilitate this qualitative research, which is then objectively analysed.
This paper will include the experiences of the consumer interviewers throughout the project. The issues identified from the consumer in-depth interviews will assist the Mental Health Service to know more about what consumers find acceptable, or unacceptable, and their suggestions regarding future service development.