Do you want to be part of a team championing health rights for all West Australians?
Position Title: Operations and Impact Manager
Location: Mount Lawley, WA
Work Type: Full-time/Part-Time
Level: SCHADS L7
Salary: $60.27-$62.79/hour + Superannuation
About us
We are the Health Consumers’ Council WA (HCCWA). We work to make sure that the voices of West Aussies are heard and acknowledged in healthcare system matters. We fight for an equitable system that is shaped for the people of WA.
This role exists to strengthen organisational effectiveness by managing operations, streamlining systems, improving knowledge flow, and ensuring operational infrastructure frees up staff time to enable people to focus on the relational high impact work of consumer advocacy and engagement. The role sits at the centre of the organisation, connecting strategy, operations (including finances, HR and facilities) and delivery.
About you
Demonstrated experience improving systems, processes, and organisational effectiveness in a complex or not-for-profit environment
Strong operational knowledge across finance, HR, governance, and compliance, with the ability to translate strategy into practical outcomes
Highly organised with excellent analytical and problem-solving skills, able to manage competing priorities and drive work through to completion
Collaborative and influential communicator, with a proactive, hands-on approach and a commitment to continuous improvement
About the position
This pivotal role sits at the centre of the organisation, connecting strategy, operations, and delivery to strengthen overall effectiveness and impact. As the Operations and Impact Manager, you will lead the development and continuous improvement of systems, processes, and operational infrastructure—ensuring staff are supported to focus on high-value consumer advocacy and engagement work.
Working closely with the Executive Director and Leadership Team, you will oversee key operational functions including finance, HR, IT, and governance, while driving efficiency, consistency, and best practice across the organisation. You will play a critical role in enabling organisational performance by improving knowledge flow, embedding practical systems, and supporting teams to deliver priority work effectively.
This is a hands-on and strategic role suited to someone who thrives in a dynamic, purpose-driven environment and is passionate about improving how organisations operate to achieve meaningful outcomes for the community.
Leading and progressing operational priorities across finance, HR, IT, and governance to ensure the organisation runs efficiently and effectively
Working closely with the Executive Director and Leadership Team to implement strategic and operational plans
Reviewing and improving systems and processes to reduce administrative burden and enhance organisational performance
Coordinating with external providers (finance, HR, IT) to ensure high-quality, compliant, and value-for-money services
Supporting teams to deliver priority work, streamline workflows, and adopt improved ways of working
Overseeing key governance activities, including policy development, compliance tracking, and Board support
The role offers you
The opportunity to be a part of a workplace that is driven by championing West Aussie consumer health rights
A welcoming, inclusive and supportive workplace, where everyone is encouraged to bring all of themselves
A competitive not-for-profit annual base salary with salary packaging
Flexible working arrangements including the opportunity to work from home occasionally
Additional leave entitlements
Diversity and inclusion
At Health Consumers’ Council WA we know that strength comes from diverse perspectives being at the table. We particularly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds and identities, people with disability and LGBTIQA+ community members.
Selection Criteria
Essential
Demonstrated experience improving organisational systems, processes, and overall effectiveness in a complex environment
Strong operational knowledge across finance, HR, governance, and compliance, including the ability to interpret financial reports
Proven ability to lead and deliver complex projects, manage competing priorities, and drive outcomes to completion
Desirable
Demonstrated interest in health advocacy or experience working in a values-driven or community-based organisation
Experience using CRM systems (e.g. Microsoft Dynamics) to support organisational operations and reporting
Understanding of governance, compliance, and risk frameworks within a not-for-profit environment
Experience supporting organisational growth, including income diversification or fee-for-service delivery initiatives
How to apply
Provide a cover letter of no more than two (2) pages addressing the selection criteria, along with a current resume outlining your work experience, skills and any relevant education or training to Clare Mullen, our Executive Director at jobs@hconc.org.au clearly stating which role you’re applying for.
Applications that do not address the selection criteria may not be considered.
Applications close Wednesday, 17 June 2026 at 8am
If you require any adjustments to submit your application or wish to have a confidential discussion about the role, please contact Tania Harris, Engagement and Advocacy Manager on (08) 6109 6709
Prepared for participants, our consumer community and health system partners
A warm welcome back, and a thank you
These workshops belong to everyone who showed up: those who came in person on a Saturday morning, those who joined online on a Tuesday evening, and those who registered and couldn’t make it this time. Your interest matters, and there will always be a door open for you.
This report is our way of sharing what happened in those rooms and online spaces, and what we heard. It’s written for the people who attended, for our wider consumer community across WA, and for the health system partners and consumer engagement teams who are part of this work with us.
We hope it reflects not just what was covered, but the spirit of how it was covered: honestly, warmly, and grounded in the belief that the experiences of people who use, care for others in, and move through health services are a form of knowledge the system cannot afford to ignore.
“taking the time out of our weekend to come along” – Workshop facilitator, opening the in-person session
About these workshops
In March and April 2026, Health Consumers’ Council WA held two Introduction to Consumer Representation workshops. One was an in-person Saturday session; the other was an online Tuesday evening session. Together, they brought 13 people into conversation, people at different stages of their journeys with consumer representation, and from different corners of WA.
These sessions are part of HCCWA’s core training and engagement work. They are designed for people with lived and learned experience, for carers, family members and community members who want to understand what consumer representation can look like, why it matters, and how they might contribute to making health services work better for everyone.
The timing and format of both sessions were deliberate. The Saturday workshop came out of feedback that people needed options outside standard working hours. The Tuesday evening online session recognised that many people are fitting this kind of engagement around employment, caring responsibilities, health needs, study and family life. Accessibility is not an afterthought at HCCWA. It is central to how we think about participation.
Consumer representation is not separate from the communities we’re part of. It’s one way that people who live with and through health systems can bring their knowledge into places where decisions are made, and help those decisions be better.
Who took part
Across the two workshops, 35 people registered. Thirteen people attended: five at the in-person session and eight online. A number of people sent apologies and couldn’t make it on the day.
Importantly, two people who had registered for the in-person Saturday session and were unable to attend came back and joined the online Tuesday evening session instead. Because a second option existed, they were able to find a time that worked for them and still participate. This is exactly why offering different formats matters: not as a logistical convenience, but because the right opportunity at the right time is what makes participation genuinely accessible.
We want to say something directly here: lower attendance than registrations is not a failure, by anyone. It’s a reality of community participation. People register because they want to come. Work, health, caring, transport, unexpected demands: sometimes life gets in the way. This is one of the reasons we follow up with everyone who couldn’t attend and personally invite them to the next available session. Missing one workshop does not mean missing the opportunity. You are always still welcome.
“It really wasn’t until I had to help my elderly mother and uncle navigate aged care and health that I realised how complicated it all is, especially if you don’t have IT skills or English as a first language.” – Workshop participant
This quote captures something we heard throughout both sessions: people often come to consumer representation because they have seen, very personally, how hard systems can be to navigate. And they want that to change for the next person.
A snapshot of who responded to our evaluation
Six people completed anonymous evaluation forms across the two sessions. While this isn’t a full picture of everyone who attended, it gives us a useful snapshot of who provided feedback.
People who responded included:
Consumer representatives and people new to consumer representation
A consumer who is part of a systemic advisory group
A healthcare staff member
A community member
People who identified as carers, people living with chronic health conditions, and people from culturally and linguistically diverse backgrounds
Respondents came from postcodes across metropolitan Perth and regional WA, a reminder that this work matters from Fremantle to the south-west and beyond. For every single one of them, this was their first time attending an HCCWA training or event.
What the workshops covered
The sessions worked through a lot of ground, but always with people at the centre. Topics included:
How the WA health system is structured, and where its connections and gaps tend to be
What we mean when we talk about consumers, carers, family, lived experience and learned experience
What consumer representative roles can actually involve in practice
Partnering with consumers, including Standard 2 of the National Safety and Quality Health Service Standards
What people can expect when they step into a consumer representative role
The skills and qualities that support effective representation
The importance of diversity, and of noticing whose voices are still missing
Honest conversation about the challenges: tokenism, power dynamics, emotional labour and feeling unheard
Self-care, boundaries and sustainability in the work
Where to find further support, training and opportunities through HCCWA and beyond
What made these workshops more than a list of topics, though, was the way they were held. Consumer representation was never framed as a technical task or a formal position only. It was framed as relational, values-based work, grounded in lived experience, shared responsibility and connection to community.
What we heard: key themes
Across both sessions, a number of strong themes emerged. These weren’t just talking points; they were things people felt and named from their own lives.
1. Lived experience is a form of knowledge
People who use health services, care for others, navigate aged care, mental health, disability or hospital systems hold knowledge the system cannot get from data alone. This came through clearly in both workshops.
“as consumers moving through it, you then start seeing the gaps”
“our perspectives and experiences are so valuable and give services and systems the information they can’t get anywhere else”
This is one of the core reasons consumer representation matters. Participants told us the most useful parts of the workshop included gaining “in-depth knowledge of health WA,” “understanding the value” of consumer representation, and learning “what consumer reps can expect, skills required, barriers, challenges and benefits.” Together, these responses suggest the workshops helped people see that their experience is not secondary to professional knowledge. It is different knowledge. And it is essential.
2. Consumer representation is contribution, not just a position
Many participants described consumer representation as a way of using their hard-won experience to improve services for others. For some, that came from personal health experiences. For others, it came from watching a parent, child, partner or family member struggle to navigate a system that wasn’t designed with them in mind.
“sharing what I’ve been through to help make the system better for other people”
“have a say and be a voice for people who don’t necessarily have the strength to do that”
People are not coming to consumer representation only because they want a seat at a table. They are coming because they want what they have been through, or what someone they love has been through, to mean something.
“To get to know that consumer representation work can really make consumers’ life easier.”
That comment captures a practical hope that ran through both workshops. Consumer representation is not abstract. It is about improving real people’s real experiences of care.
3. Representation is relational and collective
Consumer representation is not only about telling our own story. Our stories matter; they often bring us into this work. But participants also reflected on how the work asks us to listen, stay curious, seek out other perspectives and hold space for voices that are different from our own.
“Everyone around the table is human, not just the specialists, and your voice is just as important.”
This speaks to both confidence and connection. Consumer representation is not about creating an “us and them” divide. It’s about bringing lived experience into shared spaces, while being honest about power, accountability and the need for change.
4. Diversity is central, not optional
Both workshops gave real attention to diversity. Participants across the two sessions brought a wide range of identities and experiences: carers, people living with chronic illness, people from culturally and linguistically diverse backgrounds, healthcare staff, community members and people new to the work.
“If someone has experienced racism or discrimination in the health system, asking them to sit on a committee can feel impossible.”
This is a powerful reminder. Inviting people is not enough. If people have been harmed, dismissed or treated unfairly by systems, participation needs to be built with care, trust and safety. The workshops consistently encouraged participants to ask: Who has been involved? Who hasn’t? What might we be missing? What do we need to do differently?
5. The work is practical and values-based
Participants valued both the practical and the human dimensions of the workshops. People discussed what consumer representatives can expect, including payment, orientation, preparation time, support from coordinators and respect in meetings. They also discussed skills: listening, asking good questions, being prepared, managing power dynamics, seeking information and sharing experience safely.
“we put names to these numbers”
That comment captures something important. Consumer representatives help ensure that systems don’t lose sight of the people affected by their decisions. Evaluation responses described the most useful elements as the “interactive nature,” the “honest and open and authentic account of the role,” and the practical detail about what the work involves.
6. Tokenism, accountability and closing the loop
Participants were honest about the risk of consumer involvement becoming a tick-box exercise. This included concerns about not being heard, being the only person with a different view, feeling spoken over, having too little preparation time, or being invited into decisions too late to make a real difference.
The workshops were clear: meaningful partnership is not just about inviting people in. It is about creating the conditions for people to contribute well, taking that contribution seriously, and coming back to people with what happened as a result. People want to know: What did you do with what we said? What changed? What couldn’t change, and why? That feedback loop is a form of respect.
7. The work can be meaningful and hard, sometimes at the same time
The workshops were honest about the emotional dimensions of consumer representation. People often come to this work because something difficult or harmful happened to them or to someone they care about. That motivation can be powerful. It can also make the work emotionally demanding.
“Knowing when you can share the raw emotion, and when you can’t, is a really fine balance.”
Participants discussed bureaucracy, slow change, power imbalances, vicarious trauma and the challenge of knowing how to bring personal experience into formal spaces without being asked to carry more than is fair. The training was clear: consumer representative roles are not therapy. People need support, boundaries and care to do this work sustainably over time.
Self-care was framed as a collective as well as an individual responsibility: knowing our limits, debriefing, finding allies, seeking mentoring, choosing the right opportunities, and remembering that this work should also bring something to us.
What participants told us
Six people completed evaluation forms. Their feedback was positive and thoughtful.
All six respondents said:
The workshop was a good use of their time
The length was just right
They would recommend an HCCWA event to a friend, colleague or network
Their knowledge of the importance of consumer representation improved: four said it had greatly improved, two said it had improved
Most respondents also reported increased interest in getting involved. Four said their interest had greatly increased, one said it had increased, and one said it had stayed the same, which may simply mean they were already keen.
In their own words: what was most useful
“In-depth knowledge of health WA”
“Understanding the value”
“What consumer reps can expect, skills required, barriers, challenges and benefits”
“Interactive nature”
“Honest and open and authentic account of the role”
“To get to know that consumer representation work can really make consumers’ life easier.”
What participants suggested we could do better
When asked what was least useful, most people said nothing, or that all parts were useful. One person noted the health system overview was complex and acknowledged openly that the system itself is complex and convoluted. This is useful feedback: the overview is important, and we can keep working on how we present it clearly.
One participant suggested we explore ways of managing discussion so that each person has a chance to contribute without any one topic taking over. That’s something we will consider for future sessions.
What worked well, and what we’re thinking about next
These workshops did several things well.
They created welcoming spaces where people could bring their experience, questions and uncertainty without needing to already have system knowledge. They affirmed lived and learned experience as valuable knowledge, not a nice addition but something central. They were practical and honest about what consumer representation involves, including the challenges. They supported people to see themselves as capable contributors to change.
The smaller in-person group allowed for deeper conversation and relationship-building. The online evening format broadened access for people who could not attend in person or during the day. Across both formats, participants responded to authenticity: not just being told what consumer representation is but being invited into an honest conversation about what it feels like and what helps.
For future sessions, we are thinking about:
Making the WA health system overview easier to navigate, with clearer visuals and plain-language pathways
Continuing to offer flexible formats, in person and online, on weekends and evenings, so that more people can participate around their lives
Protecting space for genuine discussion while supporting a good session flow
Keeping diversity, equity and missing voices as core content throughout, not a separate topic
Continuing to name emotional labour, boundaries and self-care as genuine parts of the work
In closing
These two workshops were a small, meaningful piece of the work. Thirteen people came together, bringing curiosity, experience and care, and explored what it might look like to contribute to a health system that works better for everyone.
The strongest message across both sessions was consistent: people who use services, care for others and navigate health systems hold knowledge that matters. This knowledge helps services see what is working, what is confusing, what is missing and what needs to change.
“Consumer representatives help put names to these numbers.”
“sharing experience to help make the system better for other people”
Together, those two reflections capture the heart of this work.
Consumer representation is not separate from community. It is grounded in relationships, accountability and shared responsibility. It asks us to bring our own experience, listen for the experiences of others, notice who is missing, and keep working towards systems that better reflect the needs and realities of the people they serve.
For HCCWA, these sessions are part of strengthening the pathways for people to contribute to health system improvement across WA. They are also a model of the kind of engagement we want to see more broadly: accessible, honest, relational, inclusive and grounded in the belief that our experiences can create change.
Thank you to everyone who came, who tried to come, and who continues to believe that their experience belongs in the room.
Over three decades of consumer voices: the training that keeps people ready
Since 1994, Health Consumers’ Council WA has stood alongside people who use health services across WA. Throughout that time, one thread has run consistently through our work: helping people understand that their experience matters, that their voice belongs in the room, and that they have something real to contribute to making the health system better.
Our Introduction to Consumer Representation training is one of the ways we do that. The current iteration of this training goes back to 2019, but this commitment goes back much further. The format has evolved; the purpose has not.
A training built for the long haul
This is not a one-off workshop or a box to tick before someone is assigned to a committee or a working group or a seat at an executive table. It is a space where people with lived and learned experience of health services can explore what consumer representative work actually involves, think about whether and how they want to contribute, and build confidence to do that well. The content covers the shape of the WA health system and where consumer voices can fit within it. It is honest about the challenges: the risk of tokenism, the emotional weight of bringing personal experience into formal spaces, the patience required when change is slow. And it is grounded, always, in the belief that people who use health services hold knowledge the system cannot get from anywhere else.
It has been delivered face to face, fully online, and now in both formats because we have learned that different options open the door for different people. In 2026, two people who couldn’t make the Saturday in-person session came back and attended the Tuesday evening online session instead. That is what genuine accessibility looks like: not just saying people are welcome, but making sure there is more than one way in.
What we heard in 2026
In March and April, we ran two workshops and brought together thirteen people at different stages of their consumer representation journeys. What they shared was honest, thoughtful and consistent with what we have heard over many years of running this training.
People come to this work because something happened to them or to someone they love, and they want it to mean something changes for the next person. They want to understand the system well enough to push back on it. They want to contribute in a way that is heard and respected, not just invited in and then overlooked.
“our perspectives and experiences are so valuable and give services and systems the information they can’t get anywhere else”
We have put together a full summary of both workshops, including what participants told us about the value of lived experience, the realities of consumer representative roles, the importance of diversity and who is still missing from these spaces, and what makes participation meaningful rather than tokenistic.
Why this matters beyond the training room
Consumer representatives play a specific and important role in systems change. They bring the perspectives of people who use services into the places where decisions are made. They help ensure that what the health system understands about what is working, what is missing and what needs to change is grounded in real life, not just data and projections.
HCCWA’s role is to make sure the people stepping into those roles feel ready: informed, supported and clear that their experience is a form of expertise. That has been our commitment for 34 years and this training is one of the places where that commitment shows up in practice.
Read the full 2026 workshop summary report or get in touch with us at engagement@hconc.org.au if you are interested in consumer representation opportunities or want to know when our next session is running.
We’re excited to share HCCWA’s new Health Passport — a simple, practical tool designed to make healthcare appointments easier and less stressful for people from non-English speaking backgrounds.
The Health Passport helps people share important information with health services, especially when they are not yet confident reading or writing in English, or when they need communication support such as an Auslan interpreter.
With support from a family member, carer, community worker or service provider, a person can complete the Health Passport before attending a health appointment. Once completed, it gives healthcare staff key information at a glance, helping to reduce the need for people to repeatedly answer questions they may not fully understand or feel confident responding to.
We hope the Health Passport helps people feel more prepared, supported and confident when accessing care — and helps health services provide care that is respectful, inclusive and person-centred.
The Health Passport is now available to download and use. We encourage you to share it with your community, clients, networks and anyone who may find it helpful.
We warmly welcome feedback from both health consumers and healthcare providers as we continue working together to make healthcare more accessible for everyone.
This work also connects closely with HCCWA’s Diversity Dialogues initiative, which brings together consumers, carers, communities, and healthcare organisations to discuss how we can improve healthcare access and experiences for everyone in WA.
Our next Diversity Dialogues session will focus on improving access to care for older people from migrant and refugee backgrounds.
WA Health now has a mandatory policy for how body worn cameras can be used in public health facilities. The policy is intended to support safety during incidents of violence, aggression or threatening behaviour, while protecting people’s privacy, dignity and rights.
Plain language question
Plain language answer
Who can use body worn cameras?
Only Security Officers can use them under this policy.
When can they be turned on?
Only when there is an imminent safety risk involving violent, aggressive or threatening behaviour.
Are they for routine surveillance?
No. They must not be used for general monitoring, intimidation, harassment, discrimination, personal use or staff disputes.
Do people need to be told?
Yes, where practicable. Security Officers should clearly tell people the camera is being activated and that they are being recorded.
When should recording stop?
Recording should stop once the incident is resolved and the immediate safety risk has passed.
How is footage handled?
Footage must be downloaded, securely stored, linked to a security incident report, and accessed or disclosed only under relevant WA Health rules.
What the policy allows
Body worn cameras can only be used by Security Officers when they are responding to incidents involving violent, aggressive or threatening behaviour.
They are one part of a broader workplace violence and aggression response. The cameras may help deter or de-escalate behaviour and may create an objective record of an incident.
They must be used lawfully, ethically and proportionately.
What the policy does not allow
Cameras are not for routine or general surveillance.
They must not be used for personal purposes, staff disputes, intimidation, harassment or discrimination.
They should not be activated simply because a person is distressed, unwell, frustrated or upset unless there is an immediate safety risk involving threatening, violent or aggressive behaviour.
When cameras can be turned on
A camera can only be activated when there is an imminent risk to the safety of workers, patients or visitors.
Imminent risk means there is a credible and immediate threat based on current, clear and objective signs that harm is happening or about to happen.
Where practicable, Security Officers must tell people clearly that the camera is being turned on and that they are being recorded. This may include physical actions, such as pointing to the camera, to support understanding.
Places and situations needing extra care
Cameras should generally not be activated in highly private or sensitive spaces, such as toilets, change rooms, bathrooms, parent rooms, lactation rooms, clinical treatment areas, during medical procedures, or when someone is undressed.
The exception is where there is an imminent safety risk involving threatening, violent or aggressive behaviour.
Security Officers should consider relevant information from clinical staff before activating a camera, including known clinical conditions, substance use, triggers or behavioural history, particularly where recording may escalate the situation.
When recording must stop
Recording should stop once the incident has been resolved, the immediate safety risk has passed, and the Security Officer has been stood down from the incident or risk.
If a patient, carer, guardian, staff member or member of the public asks for recording to stop, the Security Officer must assess whether continued recording is still necessary and lawful.
If recording continues, the person should be told clearly.
Privacy and access to footage
Body worn cameras are treated as listening and optical surveillance devices under WA surveillance law.
Recordings must avoid unlawful recording of private conversations or private activities.
Footage must be downloaded and stored securely at the end of each shift, or as soon as practicable, in an access-controlled system.
Stored footage must be linked to a relevant security incident report. Access, use or disclosure must be managed under relevant WA Health information access, retention, privacy and Aboriginal data governance policies.
How use will be reported and monitored
The policy includes only limited requirements for reporting and monitoring body worn camera use.
When a workplace violence and aggression incident occurs and a camera is activated, the incident report must include the words “BWC activated” so footage can be linked to the incident record.
Footage must be linked to the relevant security incident report and stored in an access-controlled system.
Compliance monitoring focuses on whether Security Officers have completed mandatory body worn camera training.
The System Governance and Reform Unit, on behalf of the System Manager, may ask Health Service Providers for additional information to evaluate compliance and support policy evaluation.
The policy does not clearly set out routine public or consumer-facing reporting on how often cameras are used, where they are used, who is recorded, whether people ask for recording to stop, complaints about camera use, access requests, disclosures of footage, or audit outcomes.
Training and local procedures
Health Service Providers must develop their own procedures that align with the statewide policy.
Security Officers must complete training before wearing or operating a camera.
Training must cover legal requirements, activation and deactivation, access and disclosure, end-of-shift processes, incident reporting, verbal notification, camera positioning and device operation.
Consumer-rights and implementation issues to watch
Whether consumers, carers and visitors are told about camera use in clear, accessible and culturally safe ways.
How staff decide that a safety risk is imminent, and whether that decision is documented consistently.
How the policy is applied for people who are distressed, unwell, intoxicated, experiencing mental health crisis, cognitively impaired, neurodivergent, communicating in a language other than English, or experiencing cultural unsafety.
Whether recording in sensitive clinical or personal spaces is treated as genuinely exceptional.
How people can ask questions, raise concerns, make complaints or request access to information about footage involving them.
Whether local procedures include practical guidance for de-escalation, trauma-informed care, disability access, interpreter use, and culturally safe communication.
Whether local monitoring includes consumer-focused measures, such as number of activations, locations, reasons for activation, requests to stop recording, complaints, access requests, disclosures and equity impacts.
Note
This summary is intended to support discussion. It does not replace the official WA Health policy.
WA Health has introduced a statewide mandatory policy for body worn camera use in public health facilities. The policy is about staff and visitor safety, but it also raises important questions about trust, dignity, communication, privacy and accountability.
WA Health has introduced a new mandatory policy about the use of body worn cameras in public health facilities. The policy is focused on supporting safety during incidents involving violence, aggression or threatening behaviour. It sets out when body worn cameras can be used, who can use them, how people should be told they are being recorded, and how footage should be managed.
Health Consumers’ Council WA was invited to take part in the policy consultation process, alongside clinical, safety and health system representatives. We appreciated the opportunity to bring a consumer perspective into those discussions and to speak to what matters for people, families and communities when they are accessing care.
For us, this conversation was about more than the cameras themselves. It was about trust, dignity, communication, privacy and safety.
We also want to acknowledge why this policy exists. Health care workers, security staff and others working in our health system have the right to be safe at work. No one should experience violence, aggression, threats or abuse while providing care or supporting people in health services.
When staff feel unsafe, this can affect everyone – staff, patients, families, carers and other people nearby. A safer environment supports better care.
From a consumer perspective, supporting staff safety and protecting consumer rights are not opposing goals. Both matter. The important question is how safety measures are used, especially in situations where people may be unwell, frightened, distressed, overwhelmed or in crisis.
This is not completely new
Body worn cameras are already used in a range of public safety and frontline settings across Australia. They have also already been used in some WA health settings.
For example, WA Country Health Service has had a local Body Worn Camera Procedure for security officers working at WACHS health sites and facilities. That procedure was published in May 2025 and covers the use of body worn cameras, associated equipment, and the capture, management, storage, retrieval and release of digital data.
WACHS also has an Electronic Security Systems Policy that includes body worn cameras as part of its broader security arrangements, alongside CCTV, duress alarms and access or identification cards.
So, the new WA Health policy is not simply about introducing a new technology for the first time. What is new is the statewide mandatory policy. This creates a system-wide framework for the lawful, ethical and consistent use of body worn cameras across all WA public health facilities.
We have not found publicly available body worn camera-specific policies for every Health Service Provider. This is one reason a statewide policy matters: it gives services a shared set of minimum requirements, rather than relying only on local arrangements that may differ between services and may not be easy for consumers to find.
What the WA policy says
Under the WA Health policy, body worn cameras can only be used by Security Officers. They are not for routine surveillance. They may be activated only when there is an imminent risk to the safety of staff, patients or visitors because of violent, aggressive or threatening behaviour.
Where practicable, people should be told that recording is starting. This is important because clear communication can help reduce fear, confusion and mistrust, especially for people who may already be distressed or struggling to understand what is happening.
The policy also recognises that extra care is needed in private, sensitive and clinical areas. From a consumer perspective, this is one of the most important parts of implementation. A person’s dignity, privacy and cultural safety still matter, even when a situation is difficult or unsafe.
What happens to the footage?
The policy does not set one simple storage timeframe for body worn camera footage. Instead, footage must be managed in line with WA Health information policies and State Government records rules. In practice, footage linked to a security incident may be kept for longer than routine footage, depending on the type of incident, whether it is needed for investigation, and how the record is classified.
A consumer who wants access to footage involving them will need to contact the relevant hospital or health service and ask about access through Freedom of Information or the appropriate information access process. Access may not be automatic, especially if other people are identifiable in the footage.
Questions consumer representatives can ask
As this policy is put into practice, consumer representatives, Chairs and committee members can play an important role by staying curious and asking practical questions, like:
How will people be told when a body worn camera is being turned on?
How will staff make sure people understand what is happening, especially if they are distressed, unwell, cognitively impaired, culturally unsafe, or communicating in a language other than English?
How often are body worn cameras being activated, and in what kinds of situations?
How will services monitor whether cameras are being used appropriately?
How will consumers, families and carers be able to raise concerns or provide feedback?
How long is footage kept, who can access it, and how are people told about their rights to request access?
How will consumer experience be included in evaluation of the policy?
Keeping people at the centre
HCCWA supports safe health services for everyone – patients, families, carers, staff, volunteers and visitors. We also believe that safety measures must be implemented in ways that protect dignity, trust, cultural safety and compassion.
Many of the situations where body worn cameras may be used will involve people at very difficult moments in their lives. That is why monitoring and evaluation should look beyond compliance and should also consider what body worn camera use means for consumers, including whether people feel respected, informed and safe.
We are sharing this information as part of our commitment to keeping our consumer community informed about policy changes and the work HCCWA is involved in. We hope it supports consumer representatives, Chairs and community leaders to take part confidently in conversations about how this policy is implemented across WA Health.
Positive feedback in healthcare can improve staff wellbeing, strengthen compassionate care, and help health services understand what consumers value most across Western Australia.
Healthcare consumers often speak up when something goes wrong. Complaints, concerns and advocacy are essential for improving safety, access and accountability in the WA health system.
But positive experiences matter too.
Across Perth and regional WA, healthcare workers support people through some of the most stressful and vulnerable moments of their lives. A nurse who takes time to explain a procedure. A receptionist who helps someone navigate appointments. A doctor who listens carefully. An Aboriginal liaison officer who helps a patient feel culturally safe. These moments shape how people experience healthcare.
Health Consumers’ Council WA encourages healthcare consumers in WA to recognise the people who have had a positive impact on their healthcare experience.
What consumers value in good healthcare experiences
At HCCWA, patients, carers, families and and healthcare consumers consistently tell us that good healthcare is about more than clinical treatment alone.
People value:
being and feeling listened to
clear communication
compassion and empathy
cultural safety
dignity and respect
involvement in decisions
feeling safe and supported
continuity of care
kindness during stressful moments
These are central parts of quality healthcare. The Australian Commission on Safety and Quality in Health Care identifies partnering with consumers, person-centred care, communication and respect as essential components of safe and high-quality healthcare.
Why positive feedback matters for healthcare workers
Healthcare workers across Western Australia continue to work under significant pressure. Hospitals, general practices, community health services and aged care providers are managing increasing demand, workforce shortages and rising complexity of care.
Research suggests positive feedback can: • improve morale • reinforce compassionate care behaviours • strengthen workplace culture • reduce emotional exhaustion • help staff feel valued and connected to their work
Healthcare workforce literature suggests that meaningful positive feedback from patients and families can contribute positivley to staff motivation and wellbeing. So, a simple thank you can have a real impact.
Positive feedback also improves the health system
Positive feedback is not ignoring problems in healthcare. Consumers can recognise excellent care while also advocating for system improvement.
At Health Consumers’ Council WA, we view consumer experience as an important part of healthcare system improvement. Positive feedback may help health services better understand what consumers value in care experiences. Consumer experiences help identify:
what is working well
where people feel safe and respected
which approaches build trust
how services can improve consumer experiences across WA
Your stories and feedback on your experiences can help health services understand what good care looks like in practice and what should be replicated more broadly.
Examples of positive healthcare experiences
Positive healthcare experiences can happen in any setting across the WA healthcare system. For example:
an emergency department nurse keeping family members informed during long wait times
a GP taking time to explain treatment options clearly
a hospital staff member helping a patient understand discharge instructions
a mental health worker creating a safe and non-judgemental environment
an interpreter or liaison officer helping a consumer feel culturally understood
a receptionist helping organise urgent follow-up care
These moments matter to patients, carers and all healthcare consumers.
How to share healthcare feedback in WA
If someone has had an impact on your healthcare experience in Western Australia, consider telling them. You can:
Positive feedback helps reinforce the type of healthcare consumers want to see more of. Care that is compassionate, respectful, safe and human.
Frequently asked questions
What is positive feedback in healthcare?
Positive feedback in healthcare is when consumers, carers or families acknowledge healthcare workers or services for providing compassionate, respectful, safe or supportive care.
Why is positive feedback important for healthcare workers?
Positive feedback can improve morale, reinforce good communication and compassionate care practices, and help healthcare workers feel recognised for their work.
Can positive feedback improve healthcare quality?
Yes. Positive feedback helps health services understand which behaviours and practices consumers value most. This can support quality improvement and person-centred care.
How can healthcare consumers in WA share positive feedback?
Consumers in Western Australia can provide feedback directly to healthcare providers, share stories through Care Opinion Australia, or engage with organisations like Health Consumers’ Council WA.
What does Health Consumers’ Council WA do?
Health Consumers’ Council WA is the independent peak body representing health consumers in Western Australia. Established in 1994, HCCWA works to ensure consumer voices are heard and included in health policy, service design, advocacy and system improvement across WA.
An essential building block of clinical governance working under the radar.
Individual health advocacy places the person at the centre of care and decision-making about their healthcare. In a busy and highly fragmented health system, independent health advocacy is a critical part of the safety and quality landscape. Health systems are stronger and safer when people are heard, respected and supported in decision-making. The ability to access independent individual advocacy support can help to restore people’s trust in the health system and rebuild their confidence to speak up in future.
Unprecedented increase in need
We are experiencing unprecedented levels of IHAS need for specifically ‘in-the-moment’ advocacy cases from Western Australians.
Category 1 cases aim to be attended to within 24 to 48 hours due to crisis or life altering impact.
January to March 2026 saw an 111% increase in Category 1 cases compared to January to March 2025.
111%
↑ category 1 cases
Our impact by the numbers
Enquiries to our free Individual Advocacy Service
357
Enquiries received from Western Australians Jan to Mar 2026
Increase in enquiries to our service
23%
Percent increase in enquiries Jan to Mar 2025 v.s. Jan to Mar 2026
Voluntary mental health advocacy need
63%
Increase in mental health cases Jan to Mar 2025 v.s. Jan to Mar 2026
CaLD Cases
36%
Increase in cases for CaLD cases Jan to Mar 2025 v.s. Jan to Mar 2026
Referrals from MHAS and HaDSCO Jan to Mar 2026
31%
Referrals from the the Mental HaDSCO and MHAS
Individual Advocate funding
4.8
We can currently fund only 4.8 F.T.E. Individual Healthcare Advocates.
WA leads Australia
Since the 1990s, the WA Government has demonstrated strong leadership by funding Health Consumers’ Council WA (HCCWA) to deliver a free, person-centred and rights-based service across all areas of health and healthcare. This longstanding investment reflects commitment to a community-led model that restores hope, confidence and power to consumers navigating a complex health.
What is independent individual health advocacy in WA?
Skilled independent patient advocates at HCCWA provide one to one support to a wide range of consumers who need support to have their voices heard, or to get answers when things have gone wrong.
HCCWA provides this support
across the state
across all areas of health and healthcare (including voluntary mental health patients)
across all healthcare settings (public, private, primary, hospital, community)
Individual advocacy impact
Upholds people’s health rights
Enables dialogue between patients and clinicians
Helps to repairs relationships between patients and caregivers where they’ve ruptured
Provides solidarity and encouragement
Restores power and confidence that has been diminished by a large and complex system
Enables redress where things have gone wrong
Saves lives
Independent advocacy provides hope to people at their most vulnerable moments.
HCCWA’s Individual Healthcare Advocacy Service Case Studies
Challenging an unjust $1 million medical bill for a family in distress and holding powerful companies to account
A family coming to Australia to live took out the appropriate level of private health insurance for their visa. Unfortunately, the family needed to access a high level of healthcare. While receiving treatment, the family received a call from their insurance company offering them a different policy with a lower premium, to which they agreed. English is not their first language, and no interpreter was offered. This new policy did not cover the care they were receiving, and so the family became liable for a very significant healthcare bill (over $1m). Our Advocate worked with the family and represented them to the insurance company with the result being that the insurance company agreed to pay the healthcare bill.
Advocate intervention addresses a case of unjust billing
An overseas student was billed for a long GP consultation after a brief visit that lasted around 10 to 12 minutes and included a same day referral to a specialist. The higher charge was more than $100 above a standard consultation and could not be claimed through Medicare due to the patient’s visa status, with private health cover already exhausted. After the patient’s attempts to dispute the charge were unsuccessful, our advocate intervened, referencing the correct billing item requirements. Following several communications, the practice acknowledged the error and rectified the account.
End-of-life choice upheld during fast changing circumstances
“HCCWA was contacted by a family who were concerned that their relative’s rapid health decline was not being adequately recognised and responded to during a hospital admission for abdominal pain. The consumer was subsequently diagnosed with a terminal illness. The consumer decided to access Voluntary Assisted Dying (VAD). Given the conditions that need to be met to remain eligible for VAD, and the consumer’s rapidly declining condition, this case was instantly escalated within our advocacy service. The advocate supported the consumer to seek appropriate and timely clinical reviews, clarify decision-making pathways, and uphold their right to seek and receive clear information. HCCWA’s ability to act quickly ensured the consumer’s preferences, rights, and capacity were prioritised at a critical time.
Restoring quality of life after insisting on surgery review and redress
young man in his early 20s with significant and lifelong disability contacted HCCWA after experiencing escalating pain from a complication following surgery. The procedure differed from what had been discussed and consented to, and post-operative follow up outpatient appointment was not provided. Several GP visits, 2 ED visits and four months later, he still had not received post operative follow up and so remained in severe pain; struggling to access appropriate pain management and unable to resume university study or daily life. HCCWA supported him to understand his rights, be heard within the system, and access urgent post operative review by the surgeon and consider complaint or redress pathways if he chooses. He was admitted for surgery 1 working day after our Advocate spoke with the surgeon.
Western Australians who have used Health Consumer’ Council WA’s FREE Individual Healthcare Advocacy Service (IHAS) say:
“She honestly went above and beyond to help me and make sure I understood everything. Also beautiful and caring as well. ”
“Thank you so much for talking with [clinical specialist] and for helping me prep for my consultation with my doctor and attending with me and writing and sending out the notes. I keep referring back to them as I am trying to fill out the paperwork and pay the fees as I get little blips of panic and they are calming and grounding me massively and that’s allowing me room to actually feel excitement about being on the other side of surgery.“
“Thank you so much for all your help and support in this matter. You truly are amazing and very helpful. It is not often these days you find people that go above and beyond to help you and you truly have so thank you so very much from the bottom of my heart.”
“My advocate was excellent in all areas from knowledge, communication and care to me at all times.”
“Thankyou so much for your time today, I called the right person and I appreciate your help and compassion in a free service too, makes me very grateful I’ve got you and your organisation to lean on for support if I need.”
“Many thanks for all of your support – It has been such a help for me as I was truly so overwhelmed I was unable to do anything and it was impacting my wellbeing tremendously. I cannot thank you enough!!”
“Not only did she guide me in the right direction, she also gave me words of moral support and definitely gave me the confidence to continue the tasks at hand.”
Community led, government funded
A powerful partnership that established Australia’s first independent health advocacy service In 1993, the then Minister for Health offered health consumer leaders the opportunity to set up a non-profit organisation to act as an independent voice for health consumers on all aspects of health and healthcare. The intent had been to advocate at a systemic level for the rights and interests of health consumers, patients and families. Yet when this new organisation was featured in the media, the small team were inundated with requests for help from people who needed answers from the health system about individual issues. And so, those staff started to deliver individual health advocacy “because they couldn’t not”.
Increased investment is now required to ensure this “under the radar” service can continue to be there for every day West Aussies
We are in discussions with WA Health about the future of this ground-breaking initiative. After 3 decades, the investment in this service has not kept pace with demand, or with the increased complexity of people’s experiences in healthcare.
Since the HCCWA budget was last reviewed in 2014, WA Health’s budget has increased by 74%, MHAS expenditure has increased by over 110%, but investment in HCCWA’s capacity has only increased by CPI (27%).
We will be seeking support for a budget business case to ensure that this Australia-first program can continue to play its part in the continuous improvement of the health system, and ensure that Western Australians can continue to be heard, respected and supported.
As a minimum, we want to be able to be there for anyone who is involved in a serious clinical incident WA. We estimate that this requires an increased annual investment of $1.9m.
Shifting the dial on patient safety – on-site patient advocates, strengthening consumer voices
Internationally, evidence suggests that approximately 10% of healthcare causes harm. One contributor to this is patients and families being dismissed when raising concerns in a clinical setting. In a busy healthcare setting, patient concerns can go unheard. We believe on-site patient advocates – independent of the WA Health system – would significantly strengthen patient and family voices, enabling their voices to be heard alongside the clinical experts.
This would require a significant phased investment and we would welcome the opportunity to be involved in shaping how this might look for WA.
For further information about this report please contact Health Consumers Council WA on 08 9221 3422 or info@hconc.og.au
To discuss any of the content, please contact Clare Mullen, Executive Director at CEO@hconc.org.au
This week the WA State Budget was handed down, with the government identifying jobs, health, and housing as key priorities.
Health Consumers’ Council WA attended the annual State Budget lockup and briefing, where the Premier and Treasurer outlined the government’s plans for the year ahead.
Overall, this is a significant budget for health.
There is major investment in health infrastructure, continued funding linked to winter demand, and initiatives focused on helping people stay well, including immunisation measures.
We also welcome investment in the Mental Health Advocacy Service (MHAS), with funding expected to increase by around 30% next year alongside expanded responsibilities. However, there was no reference to funding for other health advocacy services – a missed opportunity to ensure patients are being listened to when it matters most.
At the same time, there are important questions about what this budget will mean for people actually using the health system.
One ongoing concern is the cost of accessing care.
While our public hospitals are free, many people continue to face significant out-of-pocket costs just to attend appointments or support loved ones in hospital. Hospital parking remains a major pressure point for consumers and carers, particularly for people attending regularly or over long periods of time.
We were disappointed to see no cost-of-living relief measures related to hospital parking included in this budget.
Another major issue is outpatient wait times.
Official figures presented in the budget papers indicate that some consumers are continuing to wait beyond recommended clinical timeframes for outpatient appointments:
around 10% of Category 3 outpatient referrals are waiting more than one year
around 20% of Category 1 referrals are waiting beyond recommended timeframes
Category 1 – Urgent: Within 30 days (potential to deteriorate quickly)
Category 2 – Semi-urgent: Within 90 days (causes pain/dysfunction, low risk of rapid deterioration)
Category 3 – Non-urgent: Within 365 days (causes pain/dysfunction, unlikely to deteriorate)
These categories reflect clinical urgency, but lower urgency categories may still involve significant pain, reduced quality of life, or functional impacts for consumers while waiting for care.
While there is some additional funding for outpatient services, the increase in outpatient staffing appears relatively small.
These numbers matter because being referred as a lower category does not mean a condition is unimportant or that people are not suffering while they wait.
As recent media reporting has highlighted, delays can have a significant impact on people’s health, wellbeing, finances, and quality of life.
We will continue to review the budget in detail over the coming days and share further analysis focused on what these investments mean for health consumers across WA.
Video Transcript 1: Clare Mullen fronts the Press outside of Dumas House
Hello, I’m Clare Mullen from Health Consumers’ Council WA.
We’re the peak body for people who use health services, the patients, the families, the carers.
I’ll start by saying it’s obviously a great budget for health and we’re going to be watching and seeing what that means for the people who use healthcare.
So first up, obviously, the significant investment in health infrastructure very welcome as the state grows.
Some questions remain, however, about the experience of people when they’re in those hospitals.
2 fronts. 1 is a great opportunity missed, I think, which is the opportunity to really address cost of living and health infrastructure by, for example, a bold move that could have been done, which would be to make hospital parking free or low cost.
We know that that is a huge impost on people who are using health services everyday.
The second area is that the budget figures say that people who are referred to hospital for outpatients.
At the moment, 10% of people are waiting over a year for their appointment and 20% of people who have been referred for urgent referrals are waiting longer than they should.
And yet the investment in outpatients seems to be very small.
And so for most people, when they use hospitals, it will be outpatients that they use.
So we’d like to perhaps have seen a greater investment there.
And the third area, which we’d love to see more, more and more people are using health services.
That’s why we’re seeing a huge investment.
But unfortunately, all too often we know that when people speak up about their health care, when they’ve got concerns or questions, they go unheard.
And what we know is that that can sometimes have catastrophic consequences.
We would love to have seen an investment in individual advocacy services that can support people’s voices to be heard and to be part of their healthcare journey so that we can avoid people having experiences where, had they been listened to, they would have had a more positive outcome.
So overall a great budget for health and we’re looking forward to seeing how that will translate into an experience for people on the ground.
Is it enough given so much of its long term, is it enough to make a difference this winter?
I would say that it is great to see the investment in the winter strategy and we have been doing a survey of consumers about what they intend to do and it’s really interesting to see that most people do intend to get vaccinated, most people do intend to do take action to stay well.
So I think it is encouraging to have seen the investment in increasing immunisation, in increasing access to other parts of the health services.
But time will tell.
And I think the opportunity that potentially is there is to involve the community in conversations about how to get the message out.
We can all do things as community members to stay well.
And I think that there’s more that can be done to help get that message into community.
Thank you. Thanks.
Video Transcript 2: Clare Mullen, Executive Director
“So I have just left the annual state budget lockup, which is where you hear from the Premier and the Treasurer and then you get locked in a room for a number of hours.
So headlines obviously as had already been trailed, this is a really big budget for health.
The priorities that were being restated are jobs, health and housing.
In terms of great things, obviously a lot of investment in health infrastructure, some known investment again in the winter strategy.
So there’s a bit in there about helping people stay well, immunisation, that sort of thing.
In terms of missed opportunities, there’s no reference in there to cost of living relief around the cost of hospital parking.
So there’s a lot of investment in infrastructure.
But unfortunately, as many of us know, going to the hospital on a regular basis can pretty much have you out of pocket hundreds of dollars.
So we raised that point and we’d hope to see something like that in future years.
Great to see investment in the mental health advocacy service.
So the cost there are going to go up by about 30% next year.
Some of that related to them also taking on new services.
But again a missed opportunity is the rest of WAS individual health advocacy service, no mention of that and so we can only assume that it’s not covered.
Finally, there was some official statistics in there that say that if you’re referred for an outpatient’s appointment at the moment, you can expect 10% of people are waiting over a year for a category 3 and 20% of people are waiting beyond the recommended wait times for the most serious of referrals. That’s the CAT1.
Unfortunately, while there’s a small increase in the budget for outpatients, only a really small increase in outpatient staffing.
So it’ll be really interesting to see what the government’s plans are to make a significant difference to that because as recent media has shown, even if you’re referred for a category three, it doesn’t mean that it’s not serious, it doesn’t mean that it’s not important.
And we really want to see those numbers improve dramatically.
So overall, a good budget for health and the impact on the consumers experiencing the health system, We will wait and see.
Written by Tania Harris Engagement Manager | Aboriginal Engagement Lead | Disability Engagement Lead
This year, Western Australia has introduced something important for families — a free, needle-free flu vaccine for children.
The FluMist program is now available for children aged 2 to 11 years, a quick nasal spray instead of a needle. For many parents and carers and especially for children who are anxious about injections, this is a very welcome option.
FluMist works in the same way as traditional flu vaccines by helping protect children against influenza and its complications. It’s not new internationally, it’s been used safely overseas for many years. 2026 is the first time we’re seeing a state-wide rollout here in WA.
We are currently running a Winter survey to hear the perspectives of the community, and what stands out to me is just how varied people’s experiences and attitudes to vaccination are.
Many people told us they actively plan for winter and see vaccination as part of that:
“Make sure I get the flu vaccination… and encourage my family to do the same.”
“Flu vaccination, take vitamin C supplements… wash hands more regularly.”
But alongside this, we’re hearing about very real barriers that not just about choice, but about access, timing and experience:
“I always plan to and then get too sick… to actually get it.”
“I should probably get a flu injection, but I always put it off and forget.”
“Vaccination clinics outside of ordinary working hours… it’s difficult to find time to take the children when working full time.”
We’re also hearing that for some people, concerns and past experiences are influencing decisions:
“Had a fever/chills after last vaccination and dislike needles.”
“I don’t trust vaccinations… and their side effects.”
At the same time, there’s a strong sense of shared responsibility coming through:
“Even if people reject vaccinations, we all have a duty of care to protect each other from harm.”
For me, this is exactly why initiatives like FluMist matter
They respond directly to what people are telling us by removing one of the most common barriers (needle anxiety), making the process quicker and easier for families.
Children are a key group when it comes to influenza. They are more likely to spread the virus, and even otherwise healthy children can become seriously unwell. Supporting children to get vaccinated helps protect not just them, but the wider community as well.
What families need to know
The FluMist vaccine is free for children aged 2–11 years in WA
It is delivered as a gentle nasal spray — no needles required!
It’s available through GPs, community health clinics, Aboriginal medical services and some pharmacies
It’s designed to make flu vaccination easier, particularly for children who may otherwise miss out If you are supporting families, please let them know about this new initiative.
