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


Chair and Deputy Chair

Heather Gluyas - Chair

My name is Heather Gluyas. I have recently been appointed to the chair position on the Consumer and Community Engagement Council THS South (CCEC). I am passionate about the need for the consumer viewpoint to be recognised and included in decision making about health service delivery. I have been fortunate during my adult life to have had both professional and academic knowledge which I believe provides me with the skills to support my role as an effective member of CCEC.

I worked for many years providing direct care with clinical experience in multiple areas including acute care, critical care and rehabilitation & aged care settings. This was followed by gaining considerable experience in senior executive level appointments and in the academic arena. My academic experience involved 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 I was an ACHS surveyor for the NSQHS Standards.

I am hopeful that my involvement in CCEC will contribute in some way to improved patient care delivery and service provision.

Jen Holdsworth - Deputy Chair

Jen has a long lived experience as both a 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 has worked in workers compensation rehabilitation area, Early Childhood Intervention, and now as a peer worker in the Mental Health space. This has allowed Jen to create networks and listen to stories and seen the need for cohesion, connection and inclusion for Carer and Consumers.

As part of her role at CCEC Jen is committed to sharing the voices of Carers and Consumers and working towards positive engagement with all at the RHH. She would like to contribute to creating a stronger and improved Health Service across Tasmania that is fully inclusive and supportive for all. Jen is always happy to listen and recognises the value in sharing stories, ideas and suggestions and believes this is key to improving systems.

Members

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 development of a user friendly service.

Graham Gourlay

Graham is a retired and very active member of the Hobart community. He is currently a board member of Men’s Resources Tasmania and now a member of CCEC.

Graham has been involved for many years in supporting organisational rejuvenation, improvement and culture change programs

Graham has worked in the private sector in organisation development & employee motivation, business development and in commercial management for large organisations ( BHP, Telstra and others) and for local government (organisation development) and in not-for-profits.

His interests are grounded in the fields of positive psychology, organisational behaviour, dialogue, Investigative Enquiry, and social-analysis.

My lifelong passion for helping workgroups to make their members’ lives in organisations more collaborative, engaging and satisfying, for all (both clients and staff) – and their workplaces more high performing overall - is informed by several post-graduate qualifications in management, organisational change, culture change and consulting.

Renate Hughes

Renate joined CCEC in July 2019 and brings with her many years of community experiences. Renate has extensive experience in both the government and community with knowledge and skills across community and stakeholder engagement and community development, service and project design and delivery, governance, committee and teamwork, education and training, consumer support, models of care and strategy.

Renate has previously worked closely with local community and consumers to develop a community action plan for suicide prevention and ran with services and community a range of health, community and education initiatives and events.

Renate was a contact officer for Council and a member of several internal committees supporting workforce development.

Renate has a keen interest in building health literacy, health promotion and partnering with consumers in the design, delivery and evaluation of healthcare systems and community-based services.

Renate is currently member of the Consumer Health Forum of Australia & the new peak health consumer organisation in Tasmania, Health Consumers Tasmania and an active consumer representative with Flourish: Mental Health Action in our Hands.

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 Hospitals South.

Mary Phillips

Mary Joined our CCEC in 2021 after a positive experience at our hospital. She wants to be part of the future of our health and has joined to bring consumer perspective to our hospital.

Mary works part time in the legal field and has a young son but manages to contribute actively to CCEC (somehow)!

Mary has been involved in conducting investigations and compliance activities relating to Australia’s competition and consumer laws. She has provided strategic recommendations to senior decision makers including commissioners. Mary has advanced technical legal skills including a thorough knowledge of the law relevant to dispute resolution.

Kay Rodda

Kay joined CCEC in June 2019. She spent many years employed with the Department of Veteran’s Affairs Canberra and in the eight years prior to retirement was a Director for Legislation.

Kay has therefore had a long association with bureaucracy and says she appreciates the competing demands that are to be managed with the delivery of government services.

Kay was a part time member of the Commonwealth Administrative Appeals Tribunal and former Social Security Appeals Tribunal in Tasmania for 14 years.

Kay has been a Board member of Not for Profit Organisation as a volunteer and provided voluntary assistance in the review of that organisation’s constitution and bylaws in addition to general administration assistance. Kay has strong analytical skills and is used to dealing with complex social and policy issues.

Sue Sagewood

Sue is our most recent member to join CCEC and very recently retired. She is highly motivated and committed to achieving positive outcomes for the community. She has developed skills to enable her to become a transformational leader in healthcare.

Prior to 2000 Sue attended and case managed over 350 births in the Sydney region and contributed to the development of the first Diploma in Midwifery program at the University of Western Sydney.

Sue has led reviews of the clinical services provided at a sexual health centre in the UK which resulted in improved outcomes for clients including extended hours, rapid testing for HIV, partnerships with local GPs & outreach services. She developed and implemented a highly successful sexual health training program to school nurses and youth workers and developed an innovative, school based, multi-agency student health service which was rolled out across Leeds, UK

Sue has established strong relationships within the community and has successfully created a vibrant, well respected, and successful community centre in Tasmania’s South that is well regarded and an essential resource for the Channel.

Mary Sharpe

Mary is a qualified pharmacist, and former Chief Pharmacist with the DHHS. Over the past 10 years her relevant experience has included  two-year appointment to the TGA Advisory Committee on Non-Prescription Medicines, six years on the board of Holyoake, a review the incentives system in relation to the provision of Opioid Substitution Treatment in Tasmania, and since 2015 a volunteer member of the policy council of the COTA. Mary has also had past involvement with pastoral care, pastoral counselling, and youth leadership, policy and professional executive work.

Michael Yates

Michael is a very active member of the community he lives in and undertakes a number of voluntary management roles. Addition to this Michael has an extensive background in nursing leadership within both the public and private sector. He has been involved in senior management in quality and safety as well as community and acute sectors. He worked as a registered nurse in a variety of clinical settings.

Michael has a passion for promoting consumer involvement at all levels of healthcare.

I am passionate about ensuring care that is delivered in any setting should be respectful and have the patient and their carer as equal partners with the health care team.

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