THE “TELLING IT LIKE IT IS” PROJECT A Successful Partnership Between The Southern Region Consumer Advisory Group And The Division of Mental Health – Noarlunga Health Services. A Consumer And Provider Partnership In Health Project (CAPPS)

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Authors: Trevor Parry, SA

Year: 2001

Event: 2001 TheMHS Conference

Subject: Healthy mental health organisations, book of proceedings

Type of resource: Conference Presentations and Papers

ISBN: 1876939079

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.

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