Title: Engaging consumers in healthcare system design and reform – moving beyond the rhetoric

Authors: Christopher A. Bain, Clare Fountain

Addresses: School of Management, Edith Cowan University, 270 Joondalup Drive, Joondalup WA., 6027, Australia; Health Informatics Society of Australia, Health-mic (Healthcare Management Informatics and Computing) SIG, 413 Lygon St., Brunswick East Vic., 3057, Australia; Health Informatics, Centre for Health Innovation, Commercial Rd., Prahran Vic., 3181, Australia. ' Sorted Business Administration Services, P.O. Box 105, North Bendigo Vic., 3550, Australia

Abstract: The need for involving consumers in healthcare systems design and reform is arguably high. Whilst consumers have been involved in discussions about the specifics of care delivery in a range of settings, engagement needs to penetrate into the sphere of systems design and improvement if we are to deliver on the goal of building healthcare systems around people and their needs. A key distinction to this end is around consumers influencing decision-making versus just being involved. This paper will examine this issue in more depth through a case study and literature review.

Keywords: hospital; consumer engagement; healthcare system design; healthcare reform; clinical networks; systems improvement; decision making; consumer involvement; consumer influence.

DOI: 10.1504/IJBHR.2010.037638

International Journal of Behavioural and Healthcare Research, 2010 Vol.2 No.2, pp.192 - 204

Published online: 20 Dec 2010 *

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