The value of lived experience
Southern Cross Care’s Consumer Advisory Groups use their lived experience to provide our Board with valuable feedback about topics that are important to our residents and clients.
The groups meet every three months and are a source of meaningful engagement with residents and clients and their representatives. The groups are involved in identifying ways to improve the quality of care and services, and reviewing resources that will be used by members of the Southern Cross Care community.
What are the Consumer Advisory Groups?
Southern Cross Care has two consumer advisory groups, a Community Consumer Advisory Group for clients receiving community-based services, and a Residential Consumer Advisory Group for those living in one of our Residential Care homes.
Two members from each Consumer Advisory Group are also appointed to a Quality Care Advisory Group, along with staff who provide clinical care and a member of our Executive team.
The Quality Care Advisory Group submits written reports to the Board about the quality of care being provided by Southern Cross Care, which informs the Board’s decisions about matters that impact the lives of our residents and clients.
What does being a member involve?
Members are expected to act in the best interests of the broader Southern Cross Care community and respect other members of the group. Meetings are a safe space where everyone has the opportunity to share their experiences and perspectives.
Members are responsible for:
- Attending meetings (online or in person)
- Reviewing any documents provided (with support from staff as required)
- Respecting the confidentiality of meetings
- Declaring any conflicts of interest
Members can suggest topics of discussion and are encouraged to provide feedback about the performance of the consumer advisory groups.
How are members selected?
Each year, residents and clients who receive government funded aged care services (and their nominated representative) are sent a written invitation to nominate for the consumer advisory groups. Up to 10 members are selected and members are appointed for one year, provided they continue to receive services from Southern Cross Care. The membership is reviewed annually to allow current members to renominate and for new members to nominate.
Our aim is to represent the diversity of people in our community, including various geographic locations, people living with dementia and people from other cultures and special interest groups. Nominations are reviewed with all of these factors in mind, in addition to the person’s motivation for nominating and their understanding of our Better for life vision.
Unsuccessful nominees may be allocated to a reserve list. If during the course of the year, a member is not able to continue, a new member will be selected from the reserve list.
How can I provide feedback if I'm not a member?
Residents, clients and representatives are encouraged to speak to our compassionate staff, or complete a feedback form.
Printed copies of the feedback forms are also available at our service locations.
Want to know more about our Advisory Groups?