Partnering with Consumers
Practical tools to partner with consumers and design better healthcare services.
$190 AUD per person (ex GST)
The ACHS Improvement Academy offers this interactive workshop designed to support healthcare professionals and consumer representatives to strengthen genuine partnerships with consumers in the planning, design, delivery, and evaluation of healthcare services.
Aligned with Standard 2 of the NSQHS Standards (2nd edition), the session explores how evolving patient and consumer expectations, shaped by experiences both within and beyond the healthcare sector, are influencing contemporary models of care.
Participants will examine practical, human‑centred and design methodology tools to better understand the lived experiences of patients and families and apply these insights to service improvement.
Through facilitated discussion and applied learning activities, participants will identify and evaluate practical opportunities to partner with consumers to improve healthcare service design, delivery, and outcomes, supporting safer, higher‑quality, and more person‑centred care.
This is a 3‑hour training session. We acknowledge attendance and time spent in learning which may be used to apply for CPD points from your professional registration body.
Registration
$190 AUD per person (ex GST)
Discounts are available at checkout:
- Staff from ACHS and ACHS International Member Organisations or Improvement Academy Affiliates receive 10% discount
- Group bookings of 3 or more people from the same organisation receive a 5% discount
Prices at the ticket selection and payment pages will include GST and invoices can be requested. Prices are subject to change.
Who is this course for?
The course is suitable for participants seeking practical tools to understand lived experience, respond to evolving consumer expectations, and work in partnership with consumers to improve healthcare outcomes.
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Clinical leaders and clinicians involved in service planning, redesign, or quality improvement
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Improvement, design, and change practitioners supporting person‑centred care and innovation
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Consumer Representatives and advisors working with healthcare organisations
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Service Managers and health administrators leading improvement initiatives
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Consumer engagement, patient experience, and partnership leads
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Quality, safety, and clinical governance professionals responsible for NSQHS Standard 2 implementation
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"Very practical - learnings that can very easily be taken back to improve the work I do."Previous course participant
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"Great presenter, Shelley was very clear and concise and knowledgeable."Previous course participant
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"The presenter was very knowledgeable on the subject. The journey mapping using healthcare scenarios was for me the most informative part of the session.."Previous course participant
Learning Outcomes
Develop an understanding in:
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Understand how patient and consumer expectations are evolving, including the influence of service experiences outside the healthcare industry.
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Apply human‑centred and design methodology tools to explore and interpret the lived experiences of patients and their families.
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Identify opportunities to partner with consumers to improve healthcare services.
Meet Your Presenter
Ms Shelley Thomson
Dip App Sc (NMT), Grad Dip Ult (RMIT), MBA, DipRetail, CertTAA
Shelley Thomson is Co-Founder and Director of the Patient Experience Agency, a human-centred design consultancy focused on advancing practical, outcomes-driven healthcare improvement. An allied health professional and experienced facilitator, Shelley works with health services to embed Patient-Reported Measures (PROMs and PREMs) and meaningful consumer partnerships into clinical practice, service design and governance.
Her work supports organisations to deliver safer, more personalised and value-based care aligned with the NSQHS Standards, particularly Partnering with Consumers. Guided by the principle “Nothing About Us, Without Us,” Shelley champions the active involvement of patients, carers and communities in shaping care delivery, quality improvement and health system reform alongside clinicians, leaders and digital health innovators.
Important Booking Information
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Discounted Registration fees
Discounted fees are provided for ACHS and ACHSI Members and IA Affiliates. Please ensure your organisation is a current member of ACHS at the time of registration. If you are unsure of your organisation's membership status, please contact your Clinical Governance Unit.
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Payments and Invoicing
Please note that registrations for this event are managed by Eventbrite which accepts payment with credit or debit card. Registrants will receive an automated tax invoice/receipt once they have finalised their payment. This can be used for reimbursement purposes. Please contact us at [email protected] if you require an invoice for your organisation to pay registration fees.
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Cancellation Policy
The ACHS reserves the right to cancel any program. Full registration will be refunded if a program is cancelled or oversubscribed. Cancellations received in writing more than 7 days prior to the event will be accepted and all fees refunded less 10% (ex GST) of the total cost of the training. Cancellations advised in writing within 7 days of the event will not be refunded, however, transfer of your registration to another person in your organisation or an alternative IA event for the same value is supported.
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Support
If you have any enquiries, please contact us at [email protected]
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