Consumer Advisory Group

The Consumer Advisory Group (CAG) serves as the committee for consumer participation and advocacy within the ACT Ambulance Service (ACTAS) to aid development, planning, review, and decision making on consumer related matters. The CAG includes representation from patients, carers, family members and organisations which advocate for vulnerable people.

These representatives share their experiences and perspectives to improve the quality of services and care provided by ACTAS. The service acknowledges the significance of the CAG in amplifying the consumer's voice and values the unique insights derived from their lived experiences.

ACTAS and the CAG representatives meet on a quarterly basis and maintain ongoing contact throughout the year. Working alongside the CAG, the service fosters community engagement to deliver patient-centred care and innovative methods to consistently improve patient outcomes.

By partnering with these consumers, ACTAS demonstrates compliance with Standard Two of the National Safety and Quality Health Service (NSQHS) standards, as detailed on the Australian Commission on Safety and Quality in Health Care website Partnering with Consumers Standard | Australian Commission on Safety and Quality in Health Care.

Embracing the NSQHS standards aligns with the Council of Ambulance Authority's (CAA) recommendations to enhance emergency services practices and achieve accreditation, as outlined on the CAA Groups website CAA Groups | The Council of Ambulance Authorities Inc.

ACTAS actively considers the insights and recommendations from the CAG, resulting in significant enhancements in policies, training, and service delivery. This approach ensures that consumer perspectives are not only acknowledged but also drive meaningful changes in the ambulance service.

Members of the CAG include representatives with a range of lived experience including:

• Aboriginal and Torres Strait Islander people
• Multicultural communities
• People with disabilities and chronic health conditions
• Carers
• People with mental health conditions
• People who use drugs and drug treatment services
• LGBTQIA+ people
• Older people

Members of the CAG are also part of several community groups and government organisations, including:

• ACT Mental Health Consumer Network: This network advocates for mental health consumers in the ACT. Found at: Home - ACT Mental Health Consumer Network
• ACT Opioid Treatment Advisory Committee: This committee provides advice on opioid treatment and related issues. Found at: Opioid Treatment Service - Canberra Health Services
• Aged Care Quality and Safety Commission’s Consumers and Families Panel: An advisory panel that helps the Commission to improve the way it regulates aged care services and resolves complaints. Found at: Homepage | Aged Care Quality and Safety Commission
• Asthma Australia: Involves consumer representation in asthma-related health discussions and engages with health panels on asthma management and corticosteroid therapy. Found at: Home - Asthma Australia | The nation’s peak consumer body
• Canberra Alliance for Harm Minimisation & Advocacy (CAHMA): CAHMA provide services and programs to support the health and human rights of people who use drugs and drug treatment services. Found at: Canberra Alliance for Harm Minimisation & Advocacy | CAHMA
• Canberra Multicultural Community Forum (CMCF) Inc.: Represents multicultural community organizations in the ACT. Found at: Canberra Multicultural Community Forum Inc.
• Commonwealth Department of Aged Care: Advocates for elderly people with hidden disabilities who are not covered by the NDIS due to their age, including the low-income elderly population. Found at: Australian Government Department of Health and Aged Care
• Epilepsy ACT: Provides support and advocacy for people with epilepsy. Found at: Home - Epilepsy ACT
• Health literacy officer representing the Health Care Consumers Association (HCCA): HCCA advocates for a consumer-centred health care system that provides high quality, accessible health care for everyone in the ACT and surrounding region. Our goal is for the consumer voice to shape the health services we use. Found at: Home - HCCA
• Meridian: A community-controlled, peer-led organisation that provides health and social support services to communities including people impacted by HIV, LGBTQIA+ people, and people at risk of HIV, STIs, and other BBVs, including sex workers, people who inject drugs, and people in custodial settings. Found at: Meridian
• Woden Community Service Aged Care Consumer Advisory Group: Provides aged care services and support in the Woden area. Found at: Aged Care - Woden Community Service

Consumer Advisory Group Emblem

The following endorsement emblem, developed and approved by the CAG, will be used to identify any changes and displayed across the ACTAS website or other implemented service modifications.

Some examples of change that have already been implemented as a result of CAG is our ACT Ambulance website is more user friendly, the compliments, complaints and feedback forms have been changed to accommodate all consumers and we are currently working on improvements to understanding the ACTAS bill that is sent out.

If you or your organization are interested in joining this group, or if you have any feedback or topic suggestions for the CAG, please email AmbulanceCLO@act.gov.au with the relevant information.