Category: HCCWA Blog

Vale Nadeen Laljee-Curran

Posted on July 28, 2026

We are very sad to share the news that our colleague Nadeen Laljee-Curran passed away after being diagnosed with cancer in 2024 on Friday 17 July 2026.

Pictured L-R: Rachel Seeley, Nadeen Laljee-Curran

Nadeen has been involved in some way or other with Health Consumers’ Council since she joined the team as a Master of Public Health student in 2017. She was a stand-out, dedicated intern and after doing a couple of short-term roles in the team she took on the role of Cultural Diversity Engagement Lead in January 2020. Little did we know what the year had in store.

Her work at HCC enabled Nadeen to combine the lessons learned from her own personal experience with the health system, her unwavering determination to become a mother, her passion for social justice, and her academic learning, to play her part in improving health services to be more inclusive, more fair, and more person centred.

Nadeen’s talents and qualities were called on in unprecedented ways when COVID arrived in March 2020. Despite navigating her own health challenges and her need to socially distance – she switched quickly to doing her work from home championing the voices and rights of people from multicultural backgrounds.

As we all learned about Zoom, and how to stay connected with loved ones and essential services, Nadeen pored over the papers being published by public health experts, monitored social media chatter, and had many in-depth discussions with other consumers who were deeply engaged. It was clear there was a thirst for information in the community.

So Nadeen set up a community of interest and worked with others to run a series of presentations for people and organisations in the community to help them get informed about the virus, the public health measures, and provide feedback to government. She delivered sessions online and in person – socially distanced and masked. We heard lots of feedback that both the content of these presentations – that Nadeen took so much care over – and how they were presented – in Nadeen’s warm and credible way – “genuinely eased panic” for many people in the community.

This is just one of the many projects Nadeen led at HCC that played a part in making healthcare fairer for everyone in WA. She also played a role in gathering community feedback on people’s attitudes to organ and tissue donation, people’s experiences of ambulance services, and gathering feedback from people from culturally and linguistically diverse communities about their information needs about cancer treatment, resulting in a series of targeted resources being developed.

Nadeen was a strong and capable advocate for consumer rights – and we were all infected by her jubilation when the new Assisted Reproductive Technology and Surrogacy Act was passed in December last year. This is something Nadeen had consistently and passionately championed for years.

As a team mate, colleague and friend, Nadeen brought fun, kindness and rigour to our work and everyone in the HCC family misses her enormously. Nadeen’s legacy will live on through HCC as we honour her passion for social justice, and her commitment to elevating voices that often go unheard.

Nadeen is survived by her husband Jason, and daughter Maya. The HCCWA team will organise an opportunity for people in the HCCWA community to gather and celebrate Nadeen’s life in the coming weeks.

Meeting with WA’s incoming Chief Health Officer: Why consumer voices matter in public health

Posted on July 27, 2026

Health Consumers’ Council WA (HCCWA) meets with WA’s incoming Chief Health Officer to strengthen consumer partnership in public health

Public health decisions affect every person in Western Australia. They influence disease prevention, environmental health, food safety, health equity, emergency preparedness and the policies that shape healthier communities. That is why we welcomed the opportunity to meet with Western Australia’s incoming Chief Health Officer, Dr Clare Huppatz.

HCCWA Executive Director, Clare Mullen spoke with Dr Huppatz’s on her vision for public health in WA, including ideas for involving health consumers, carers, families and communities across the broad range of portfolios under Dr Huppatz’s responsibility.

The recent consumer consultation on the WA Preventative Health Strategy is one of the pieces of work that Dr Huppatz is responsible for – but her responsibilities are much wider than that. The CHO responsibilities include

  • reducing the inequalities in public health of disadvantaged communities
  • promoting and improving public health and wellbeing and to prevent disease, injury, disability and premature death
  • facilitating the provision of information to decision-making authorities about public health risks and benefits to public health
  • monitoring trends in the health status of the WA community and representing Western Australia on national committees, including Australian Health Protection Principal Committee.
  • Food hygiene and environmental health

Dr Huppatz is a senior public health doctor with extensive regional, national and international experience. She has worked across regional Australia, including the Kimberley and Goldfields, where she played a part in bringing the “Squeaky Clean Soap Aid” program to the Kimberley, Pilbara, Midwest and Goldfields – to tackle the barrier of affordable soap which has now seen over 1.4m bars of soap provided to the WA community. This is a major contributor to good hygiene, which in turn can help to reduce a range of diseases that are impacted by environmental health.

Dr Huppatz is keen to partner with consumers and the ‘two Clares’ discussed a range of options. As the independent peak body representing health consumers in Western Australia, HCCWA believes better health outcomes are achieved when the people most affected by decisions are involved in shaping them.

Dr Huppatz has a long list of stakeholders to talk with in coming weeks and months – as well as a huge amount of reform to oversee. From the WA Preventative Health Strategy to tackling health inequities and improving community wellbeing, the Chief Health Officer’s role touches many aspects of everyday life. Building strong partnerships between government, communities and health consumers is essential to creating a healthier, fairer Western Australia.

It was a productive discussion, especially so early in her tenure. We look forward to supporting Dr Huppatz, the Chief Health Officer, and her team to ensure the public are at the heart of public health.

Board appointment – Pharmacy Registration Board of WA

Posted on July 26, 2026

July 2026

The Pharmacy Registration Board of WA (the Board) is seeking to appoint a deputy member with knowledge of and experience in representing the interests of consumers.

Background

The Pharmacy Registration Board of WA consists of four members to be appointed by the Minister for Health. This is done under the Pharmacy Act 2010 (WA).

Under the Act, three of the members are to be pharmacists and one is to be a person who has knowledge of and experience in representing the interests of consumers.

The Act also allows for a deputy member to be appointed for each member. There is an upcoming vacancy in the role of deputy member for the position that represents the interest of consumers.

The role

The deputy member may perform the functions of the member when the member is unable to do so by reason of illness, absence or other cause. While acting as a member, the deputy of a member has all the functions of and protection of the member.

The Pharmacy Registration Board of WA is responsible for the administration of the Pharmacy Act 2010 WA which provides for the registration of pharmacy businesses.

Information about the Pharmacy Registration Board of WA is online at https://www.pharmacyboardwa.com.au

Information about the Pharmacy Act 2010 WA is online at https://www.legislation.wa.gov.au/legislation/prod/filestore.nsf/FileURL/mrdoc_37154.pdf/$FILE/Pharmacy%20Act%202010%20-%20%5B01-a0-02%5D.pdf?OpenElement

Sitting fee payments and other allowances are available to eligible members in line with WA Government policy – find out more at https://www.wa.gov.au/government/publications/state-government-boards-and-committees-premiers-circular-202515

How to apply

If you are interested in applying for this opportunity, please:

  • complete this online form
  • send a copy of your Curriculum Vitae (no more than 2 pages) providing the information in this template to engagement@hconc.org.au

The information you provide will be securely held by Health Consumers’ Council WA on our systems. If you are put forward as a nominee, the information you provide will be shared with the WA Health Department.

Closing date: 4 August 2026 at 8am.

If you have any questions about this, please contact engagement@hconc.org.au

Have your say on the future of preventative health in WA

Posted on July 14, 2026

What keeps people healthy? And how can we create the conditions that help more Western Australians live long, healthy and connected lives? We know these are questions that our members and friends care about a lot.

They are also the big questions at the heart of the WA Preventative Health Strategy currently being developed by WA Health. Last week, HCCWA was pleased to join Minister for Preventative Health Sabine Winton at the public launch of the community consultation, where she emphasised that prevention is everyone’s business and invited Western Australians to help shape the strategy’s priorities. You can learn more and have your say through the public consultation process: https://consultation.health.wa.gov.au/pahd-office-of-the-chief-health-officer/preventative-health-strategy-consumer-consultation/.

Prevention starts long before someone becomes a patient

This survey has been shaped after a series of roundtables earlier this year. HCCWA spoke up about consumer, carer and community interests in these roundtables – see what we shared here: https://www.hconc.org.au/consumer-voices-driving-health-informing-the-preventative-health-agenda/

One of the strongest messages we took into the strategy development process was that many of the factors that influence health sit outside the health system itself. For example, alongside vaccination and hand-washing, our community told us that staying connected to family and friends is an important part of what they do to stay healthy [link to https://www.hconc.org.au/wa-winter-readiness-hccwa-report/]

A chance to do things differently

One topic that generated considerable discussion during the roundtables was the breadth of preventative health itself. Participants asked how the focus areas had been selected, given the enormous scope of the topic. It was clear that difficult choices had been required to narrow the focus and create a manageable process.

That challenge highlights why community input is so important. People’s lived experience helps identify issues that may otherwise be overlooked and ensures the strategy reflects the realities of everyday life.

We were encouraged by the Minister’s genuine engagement throughout the process. She attended the roundtables and listened carefully to the feedback being provided. We also discussed the importance of ensuring the public consultation reaches a wide and diverse range of Western Australians.

So now it’s your turn

A preventative health strategy will only be successful if it reflects the experiences, priorities and aspirations of the people it is designed to serve.

Whether you have ideas about mental health, healthy communities, health promotion, childhood wellbeing, cancer prevention, immunisation, reducing health inequities or creating healthier environments, this is an opportunity to contribute to the conversation.

At HCCWA, we believe the people most affected by health policies should be involved in shaping them. We encourage consumers, carers, families, community groups and service providers to take part in the consultation and to share it through their networks. Together, we can help ensure WA’s approach to preventative health is informed not only by evidence and expertise, but also by the voices and experiences of the communities it serves.

👉 Have your say: https://consultation.health.wa.gov.au/pahd-office-of-the-chief-health-officer/preventative-health-strategy-consumer-consultation/

Disability Pride Month: Why lived experience is essential to creating fairer healthcare

Posted on July 7, 2026

Healthcare should be a place where every person feels respected, listened to and involved in decisions about their care.

As Disability Pride Month wraps up, Health Consumers’ Council WA (HCCWA) celebrates the knowledge, leadership and lived experience of people with disability, and the vital role they play in creating a fairer, safer and more inclusive health system for all.

Disability Pride Month is celebrated internationally each July aiming to challenge stigma, celebrate disability identity and culture, and recognise disability as a natural part of human diversity.

For HCCWA, we also take the opportunity to reflect on an important question. How can we ensure consumer perspectives help build a healthcare system that works for everyone?

What is Disability Pride Month?

Disability Pride Month began in the United States in July 1990 to mark the passing of the Americans with Disabilities Act, landmark legislation that strengthened civil rights protections for people with disability.

One of the defining moments leading up to the legislation became known as the Capitol Crawl. In March 1990, disability activists left their wheelchairs and mobility aids to crawl up the steps of the United States Capitol, demonstrating the barriers created by inaccessible public spaces and demanding equal rights.

Since then, Disability Pride has grown into an international movement celebrating disability identity while recognising the ongoing work needed to remove barriers, challenge ableism and uphold the rights of people with disability.

Here in Western Australia, Disability Pride events continue to grow, providing opportunities for people with disability, families, allies and organisations to celebrate disability culture and advocate for a more inclusive community.

Disability is part of human diversity

For many people, disability has traditionally been viewed through a medical lens, as something that needs to be treated or fixed.

Disability Pride offers a different perspective, while some people may experience impairment, many of the challenges they face are created by barriers within society, including healthcare systems that are not designed to meet everyone’s needs.

Disability is not something to be hidden, it’s an important part of many people’s identity, culture and lived experience.

Like every community, people with disability make valuable contributions to our workplaces, families, neighbourhoods and our healthcare system.

Why Disability Pride matters in healthcare

Healthcare is one of the places where people with disability should feel safest, most respected and most empowered.

Yet many consumers continue to experience barriers that affect access to care, communication and participation in decisions about their own health.

These barriers are not always physical.

Consumers tell us they often experience:

  • confusion about whether they can continue to access essential NDIS-funded supports while in hospital
  • information that is difficult to understand
  • appointments that are too short to meet their needs
  • poor coordination between healthcare providers
  • assumptions about their abilities or preferences
  • communication barriers
  • not being listened to or believed.

Accessible healthcare is about much more than ramps and accessible parking. It also means providing information in accessible formats, allowing enough time during appointments, offering communication supports when needed, coordinating care across services and recognising consumers as experts in their own lives.

When healthcare is designed with accessibility and inclusion in mind, everyone benefits.

Lived experience makes healthcare better

People with disability have unique knowledge about navigating the health system.

Their lived experience helps identify barriers that professionals may not see and highlights practical ways to improve healthcare.

The Disability Royal Commission reinforced the importance of listening to people with disability and removing barriers that limit participation, safety, inclusion and human rights across Australian society, including healthcare.

At HCCWA, we believe lived experience should inform and shape health policy, service design and quality improvement from the beginning. Consumers should not be passive recipients of healthcare, but partners in creating better healthcare.

Healthcare is a human right

Every person has the right to receive healthcare that is safe, respectful and person-centred.

The Australian Charter of Healthcare Rights states that everyone has the right to:

  • be treated with dignity and respect
  • receive information they can understand
  • be involved in decisions about their care
  • access healthcare without unnecessary barriers
  • have their values, preferences and lived experience recognised.

These rights sit at the heart of HCCWA’s work.

Respecting rights means listening

Disability Pride Month comes at a time when many people with disability continue to express concerns about access to supports, participation in decision making and the protection of their rights.

While governments and policies may change, one principle should remain constant.

People with disability deserve to be respected, included and heard.

Their rights should be protected.

Their expertise should be valued.

Their voices should help shape the systems that affect their lives.

That includes healthcare.

How HCCWA works alongside people with disability

HCCWA works with people with disability to improve healthcare across Western Australia through:

  • independent health advocacy
  • consumer representation opportunities
  • community engagement and consultation
  • systemic advocacy to improve health services
  • consumer training
  • working with health services to improve accessibility, inclusion and person-centred care.

Our role is unique.

We support individual consumers to resolve healthcare concerns while also using lived experience to influence lasting improvements to health policy, services and decision making.

Every conversation helps identify opportunities to improve healthcare for future consumers.

How you can get involved

Disability Pride Month is an opportunity to celebrate disability, challenge barriers and support a more inclusive healthcare system.

You can:

  • listen to and learn from the experiences of people with disability – including these stories of people’s experience in healthcare
  • support accessible and inclusive healthcare
  • encourage meaningful consumer participation
  • share your lived experience if it feels safe to do so
  • advocate for healthcare that respects every person’s rights.

Together, we can create a health system where people with disability are heard, believed and included as partners in their own care.

That is how we make healthcare fair for all.

Get involved with HCCWA

If you want to help improve healthcare in Western Australia, we’d love to hear from you.

You can:

  • connect with our independent health advocacy service
  • become a consumer representative
  • join the Health Engagement Network
  • participate in consultations and community engagement activities
  • attend consumer training and events
  • support our work to make healthcare fair for all.

Join our eNews and let’s make healthcare fair for all!

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Frequently asked questions

What is Disability Pride Month?

Disability Pride Month is celebrated each July. It recognises disability as a natural part of human diversity, celebrates the identity and contributions of people with disability, and challenges stigma and discrimination.

Why is Disability Pride Month important?

Disability Pride encourages society to move beyond stereotypes and recognise the rights, leadership and lived experience of people with disability. It promotes inclusion, accessibility and equal participation in all areas of life, including healthcare.

Why does Disability Pride matter in healthcare?

People with disability continue to experience barriers when accessing healthcare. Listening to lived experience helps health services improve communication, accessibility, safety and person-centred care for everyone.

What healthcare rights do people with disability have in Australia?

People with disability have the same rights as every health consumer. The Australian Charter of Healthcare Rights outlines every person's right to dignity, respect, information, partnership and participation in decisions about their healthcare.

How can people with disability improve healthcare in Western Australia?

People with disability can help shape healthcare by becoming consumer representatives, participating in consultations, sharing their lived experience, joining community engagement activities and working with organisations like HCCWA to improve health services.

Why does HCCWA support Disability Pride Month?

HCCWA believes the best healthcare is created with consumers, not just for consumers. Disability Pride Month recognises the knowledge and leadership of people with disability and highlights the importance of ensuring their voices are heard in healthcare policy, service design and decision making.

Expression of Interest: Consumer Representative – ART Advisory and Review Board

Posted on July 2, 2026

Health Consumers’ Council has been asked to nominate two consumer representatives with lived experience of assisted reproductive technology (ART) for appointment to a new Ministerial Advisory and Review Board.

The Assisted Reproductive Technology Advisory and Review Board is being established under the Assisted Reproductive Technology and Surrogacy Act 2025. The Board will provide advice to government on the regulation of ART and consider the complex medical, ethical, legal, and social issues associated with these technologies in Western Australia.

They are seeking people who have:

  • Personal experience of ART (including people who have accessed ART services or were born via ART), and
  • An interest in contributing to health policy, decision-making, and consumer perspectives

Board members will participate in monthly meetings (approximately two hours), with additional time required to review documents and prepare for discussions. As the Board is new, the structure of Board meetings will be formalised once the Board is established. It is anticipated that preparation for meetings will likely involve reviewing applications and correspondence and preparing advice in response, which may be lengthy at times.

See below for the relevant section of the Act that outlines the Board’s functions.

The Board functions are outlined in section 237 of the Act and include:

  • Providing the Minister or the Chief Executive Officer (CEO), on its own initiative or on request, information about the regulation of ART procedures and advice about the medical, social, scientific, legal and ethical issues associated with ART procedures.
  • Providing guidance to licensees, if requested, on matters relating to potential surrogacy arrangements, the provision of ART services or concerns raised by an employee of a licensee.
  • Providing to the CEO recommendations about genetic conditions, diseases or abnormalities that can be added to the approved list (as per section 65 of the Act).
  • Consideration and decision of applications made to the Board under the Act regarding:
    o Posthumous use of reproductive material or embryos, where posthumous collection occurred or consent for use is not clear (section 78 and section 83);
    o Exceptions to the five-family limit (section 27(3));
    o Pre-implantation genetic testing (section 63) where the condition is not on the approved conditions list, and for other testing that is not a prescribed type of testing;
    o Export or import of donor material where requirements cannot be met (section 89).
  • Performing any other function given to the Board under the Act.

For more information about the new legislation, visit the WA Health article:
https://www.health.wa.gov.au/Articles/N_R/New-assisted-reproductive-technology-and-surrogacy-legislation-for-WA

This is an opportunity to contribute lived experience to a high-level Board that will help shape how ART is regulated and practiced in Western Australia.

How to apply

To submit an Expression of Interest to HCCWA, please complete the online form and email your CV (maximum two pages) to engagement@hconc.org.au.

EOI Consumer Representative – Assisted Reproductive Technology Advisory and Review Board – Fill out form

Key information

  • Applications close: 8am, 15th July 2026
  • Time commitment: Monthly meetings (~2 hours) plus preparation

 

NAIDOC Week 2026: Why listening matters in healthcare

Posted on July 1, 2026

NAIDOC Week is a national celebration, a time to recognise and celebrate the histories, cultures, achievements and ongoing leadership of Aboriginal and Torres Strait Islander peoples.

In 2026, the theme is “50 Years of Deadly“, recognising five decades of celebrating the strength, resilience and achievements of Aboriginal and Torres Strait Islander communities.

The origins of NAIDOC Week reach back much further.

On 26 January 1938, while many Australians marked the 150th anniversary of the arrival of the First Fleet, more than 1,000 Aboriginal people gathered in Sydney for what became known as the Day of Mourning. They called for citizenship rights, equality and laws to improve the lives of Aboriginal people. It is recognised as one of the world’s earliest civil rights gatherings.

Nearly 90 years later, those calls still have something to teach us.

At Health Consumers’ Council WA, we believe better healthcare starts by listening.

Listening helps people feel respected.

Listening builds trust.

Listening helps people participate in decisions about their care.

Listening creates safer, fairer and more person-centred healthcare.

Throughout NAIDOC Week we are sharing resources that highlight what Aboriginal and Torres Strait Islander consumers have told us about healthcare and how those insights can improve care for everyone.

Explore our NAIDOC Week resources

What Aboriginal and Torres Strait Islander consumers say makes GP care culturally safe

Hear directly from Aboriginal and Torres Strait Islander consumers about the relationships, communication and behaviours that help people feel safe, respected and heard.

Read more

Aboriginal Patient Advocacy Training

Support better health outcomes for Aboriginal patients by building your confidence in culturally safe care and practical advocacy. This full-day workshop at HCCWA HQ will help healthcare professionals and people working with Aboriginal communities better understand health rights, the impacts of racism in healthcare, advocacy skills, referral pathways, and culturally safe practice.

If you work alongside Aboriginal people, this training will give you practical knowledge you can apply immediately.

Read more

Acknowledging Country Workshop

Learn about the purpose, meaning and respectful practice of Acknowledging Country, and why it matters in health and community settings.

Read more

More Aboriginal health resources

Browse HCCWA’s growing collection of Aboriginal health resources, events and opportunities to learn.

Read more

Listening should not end with NAIDOC Week

NAIDOC Week reminds us that listening is not a once-a-year activity. Every conversation with a consumer, family member or community member provides an opportunity to improve healthcare. At HCCWA, listening to lived experience is central to everything we do.

Together, we can help make healthcare fair for all.

Join our eNews and let’s make healthcare fair for all!

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Understanding Australia’s New Open Disclosure Framework: What It Means for WA Health Consumers

Posted on June 26, 2026

Everyone deserves honest, respectful communication when something goes wrong during healthcare.

By Health Consumers’ Council WA

The Australian Commission on Safety and Quality in Health Care released the updated Australian Open Disclosure Framework in June 2026. It replaces the 2014 framework and aims to support more consistent, person centred communication when a patient experiences harm or potential harm during their care.

For Health Consumers’ Council WA (HCCWA), this reflects what health consumers have consistently told us through our advocacy work. People often remember less about the clinical details of an incident than how they were treated afterwards. Being listened to, receiving a genuine apology where appropriate, and understanding what happens next can make a significant difference.

Key takeaways

  • Open disclosure is about honest, respectful communication when a patient experiences harm or potential harm during healthcare.
  • Australia’s updated Open Disclosure Framework places greater emphasis on person centred care, cultural safety and ongoing communication with patients and families.
  • Good open disclosure includes listening to the patient’s experience, explaining what happened, offering a genuine apology where appropriate, and discussing what happens next.
  • If something goes wrong during your healthcare, you should expect clear communication, opportunities to ask questions, and ongoing updates as more information becomes available.
  • HCCWA supports safer, more compassionate healthcare by advocating for consumers and working with health services to strengthen open disclosure practices.

What is open disclosure?

Open disclosure is the process of having honest, timely and respectful conversations with patients, families and carers when something goes wrong during healthcare.

It involves:

  • explaining what is known about what happened
  • acknowledging the impact of the event
  • offering an apology where appropriate
  • listening to the person’s experience and concerns
  • discussing what will happen next, including any investigations or ongoing care.

Open disclosure is based on the principle that people have a right to be informed about their healthcare. It supports safer care, helps maintain trust and encourages learning when things do not go as planned.

When should open disclosure happen?

Open disclosure should be considered whenever a patient experiences harm, or potential harm, during healthcare.

Harm is not limited to physical injury. The updated framework recognises that people may also experience psychological, emotional or social harm. Importantly, individuals may experience harm differently from how a health service defines or understands it.

This reinforces the importance of listening first, rather than assuming everyone shares the same perspective.

What has changed in the 2026 framework?

Open disclosure has been part of Australian healthcare for many years, but the updated framework places greater emphasis on:

  • person centred communication
  • cultural safety
  • restorative approaches that support healing and learning
  • recognising different experiences of harm
  • building trust through ongoing communication, rather than treating open disclosure as a single event.

The framework encourages health services to see open disclosure as more than a process to complete. It describes it as an opportunity to build respectful relationships with patients, families and carers, even during difficult circumstances.

Why this matters for consumers in Western Australia

At HCCWA, we regularly hear from people who have experienced harm during healthcare.

Through both our advocacy work and our open disclosure training with health services, we know these conversations can be challenging for everyone involved. Many clinicians may only participate in a small number of serious open disclosure conversations during their careers.

Our experience is that what matters most is not having the perfect words. It is listening carefully, responding honestly and creating space for people to ask questions, express concerns and be heard.

Open disclosure is not a one way conversation. While it involves sharing information, it is equally about understanding the patient’s experience.

People who are distressed may not remember every detail they are told. They are far more likely to remember whether they felt respected, listened to and treated with compassion.

A genuine apology can play an important role in rebuilding trust. It should be sincere, communicated in plain language and accompanied by meaningful follow up.

Trust is rarely rebuilt in a single meeting. It develops over time through ongoing communication, transparency and action.

Cultural safety must be part of the conversation

The updated framework recognises that open disclosure must be culturally safe for Aboriginal and Torres Strait Islander peoples.

It acknowledges that racism, discrimination and power imbalances can influence how people experience healthcare and whether they feel safe speaking openly.

Importantly, cultural safety is determined by the person, family or community receiving care, not by the health service.

This means services need to consider who should be involved in conversations, how information is shared and whether people feel respected, supported and safe throughout the process.

From HCCWA’s experience delivering open disclosure training, cultural safety cannot be added at the end. It needs to be considered from the beginning and embedded throughout every stage of open disclosure.

Putting these principles into practice

The updated framework provides clear principles. The challenge is putting those principles into everyday practice.

Through our work with health services, HCCWA focuses on practical skills that support meaningful open disclosure, including:

  • preparing for conversations
  • identifying who should be involved
  • communicating honestly without speculation
  • creating opportunities for patients and families to share their experience
  • providing clear follow up and updates as new information becomes available.

These practical actions often determine whether people feel genuinely supported or simply informed.

What should consumers expect after a healthcare incident?

If something goes wrong during your healthcare, you can reasonably expect:

  • honest and timely communication
  • an explanation of what is known
  • an opportunity to ask questions
  • respectful treatment throughout the process
  • ongoing updates if more information becomes available
  • information about the next steps in your care.

If you feel your concerns have not been heard, you can ask for further discussions or seek support from an independent organisation such as HCCWA.

The Australian Charter of Healthcare Rights also outlines your rights to access, safety, respect, partnership, information, privacy and the opportunity to provide feedback about your care.

What if open disclosure does not happen?

Not every healthcare incident is managed well.

If you believe open disclosure has not occurred, or you feel you have not received honest communication after an adverse event, you can:

  • ask whether an open disclosure process has been considered
  • request another meeting
  • bring a family member, friend or advocate to support you
  • write down your questions beforehand
  • ask for information in writing where appropriate
  • seek independent advice or advocacy if you need support navigating the process.

What this means for consumer representatives and advocates

The updated framework strengthens the role of consumer representatives and advocates in improving healthcare.

It provides a stronger foundation for asking whether open disclosure is being done well. This includes whether communication is timely, whether people feel listened to and whether health services follow through on their commitments.

For consumer representatives, the framework is another practical tool that can help keep the focus on people’s experiences and support improvements across the health system.

How HCCWA supports open disclosure

HCCWA has worked with health services across Western Australia to deliver open disclosure training that combines practical communication skills with the perspectives of health consumers.

Our training helps clinicians build confidence in having honest conversations after adverse events and supports organisations to strengthen their open disclosure practices.

If your organisation is looking to improve its approach to open disclosure, HCCWA can work with your service to deliver practical, consumer informed training tailored to your setting.

To learn more, contact HCCWA at tania.harris@hconc.org.au.

HCCWA advocates can also help consumers feel supported during an open disclosure process. For more information see our information for consumers: https://www.hconc.org.au/individual-advocacy/open-disclosure-when-things-go-wrong-in-healthcare/

Frequently asked questions

No. Open disclosure is about communicating openly and respectfully after something has gone wrong. Having an open disclosure conversation does not, by itself, determine legal liability.

Can I ask for open disclosure?

Yes. If you believe you have experienced harm during healthcare and open disclosure has not been offered, you can ask the health service whether an open disclosure process is appropriate.

Can I bring someone with me?

Yes. You can ask a family member, friend, carer or advocate to attend an open disclosure meeting with you for support.

Does open disclosure replace making a complaint?

No. Open disclosure and complaints are different processes. You can still make a complaint if you are unhappy with your care or with how an incident has been managed.

Learn more

Read the Australian Open Disclosure Framework on the Australian Commission on Safety and Quality in Health Care website.

You can also learn more about HCCWA’s advocacy services, consumer representation opportunities and training programs through our website.

HCCWA’s Diversity Dialogues Forum 2026

Posted on June 25, 2026

Older people from multicultural communities and their access to, and experience of, healthcare

Older people from culturally and linguistically diverse communities can face significant barriers when accessing healthcare in Western Australia. These barriers extend beyond language differences and include difficulties navigating the health system, digital exclusion, transport, cultural understanding, trust, trauma, and limited awareness of available services.

To better understand these experiences, Health Consumers’ Council WA (HCCWA) convened a Diversity Dialogues forum bringing together community leaders, healthcare professionals, researchers, service providers and consumers. Participants shared lived experience, professional insights and practical examples of the challenges older people encounter when seeking healthcare and aged care.

Across diverse communities, participants consistently identified common issues. These included difficulties accessing information and services, limited cultural responsiveness within healthcare settings, challenges using digital systems such as MyGov and My Aged Care, and the importance of building trust through long-term community relationships.

The discussion also highlighted practical solutions already being implemented across Western Australia. Community-led navigation services, culturally responsive education, Care Finder programs and stronger partnerships between community organisations and health services were identified as important approaches to improving access and health outcomes.

The findings reinforce the importance of involving multicultural communities in the planning, design and delivery of healthcare services. They also demonstrate that improving equitable access requires both system-level change and ongoing collaboration with the communities most affected.

About Diversity Dialogues

Diversity Dialogues is an ongoing initiative of Health Consumers’ Council WA that brings together consumers, community organisations, healthcare providers and policymakers to explore issues affecting culturally and linguistically diverse communities.

The forums provide an opportunity to share lived experience, identify barriers to healthcare, and develop practical recommendations that can improve health services across Western Australia.

Key Findings

Read the in-depth report here.

1. Healthcare systems are often difficult to navigate

Participants described healthcare and aged care systems that can be difficult to understand, particularly for people who migrated to Australia later in life or who have limited English proficiency.

Common barriers included:

  • complex forms and eligibility processes
  • difficulty using MyGov and My Aged Care
  • limited awareness of available services
  • uncertainty about how to access support

Many participants emphasised that services may exist, but understanding how to access them remains a significant challenge.

2. Language and communication remain significant barriers

Participants discussed how language barriers affect every stage of healthcare.

Challenges included:

  • limited English proficiency
  • low literacy in any language
  • complex medical terminology
  • translated information that does not reflect cultural context
  • interpreter availability and quality

Some participants also described concerns about privacy when interpreters come from small local communities.

These communication barriers may contribute to misunderstanding, delayed care and reduced confidence in healthcare services.

3. Trust is essential for good healthcare

Many participants explained that trust strongly influences whether people seek healthcare.

Past experiences of conflict, displacement, trauma or negative interactions with institutions can influence how some older people engage with Australian healthcare services.

Participants noted that trust often develops through long-term relationships with healthcare professionals and trusted community organisations rather than through single appointments.

4. Cultural understanding influences healthcare experiences

Participants shared examples where cultural practices or expectations had been misunderstood within healthcare settings.

Examples included:

  • differing expectations about family involvement in care
  • culturally appropriate food during hospital stays
  • differing understandings of ageing and illness
  • differing expectations about consultation length

Participants suggested that greater cultural understanding could improve communication, person-centred care and consumer experience.

5. Digital exclusion is becoming a healthcare barrier

As healthcare increasingly relies on digital systems, many older consumers experience additional barriers.

Participants highlighted difficulties using:

  • MyGov
  • My Aged Care
  • online appointment systems
  • SMS verification
  • email-based communication

Without practical support, digital systems may unintentionally reduce access for older people with limited digital literacy.

6. Social isolation increases health risks

Participants described social isolation as an important contributor to poorer health outcomes.

Examples included:

  • delayed assistance following falls
  • reduced access to appointments
  • fewer opportunities to receive health information
  • increased loneliness

Community organisations highlighted the importance of regular outreach and trusted relationships to reduce isolation.

Community-led solutions

The forum highlighted several initiatives already improving access for multicultural communities across Western Australia.

These included:

  • Care Finder services
  • community health navigation
  • digital literacy programs
  • culturally responsive community education
  • seniors’ support programs
  • intergenerational community initiatives

Participants emphasised that community-led approaches help build trust and support people to navigate complex healthcare systems.

Recommendations

The discussions identified several opportunities to improve healthcare access for older people from multicultural communities.

These include:

  • Increase cultural responsiveness across health and aged care services.
  • Improve representation of culturally and linguistically diverse consumers in health service planning and decision-making.
  • Expand community-led navigation and Care Finder services.
  • Improve access to face-to-face assistance with digital health systems.
  • Increase awareness of available health and aged care services through trusted community organisations.
  • Strengthen partnerships between health services and multicultural communities.
  • Ensure culturally appropriate food, communication and care are recognised as components of quality healthcare.
  • Continue investing in community-led mental health education and culturally appropriate support.

What this means for Western Australia

The experiences shared during this forum demonstrate that improving healthcare access for older people from multicultural communities requires more than translation services alone.

Participants described the importance of trust, culturally responsive care, accessible information, community leadership and meaningful partnerships.

Many of the barriers identified are interconnected. Addressing them will require collaboration between consumers, community organisations, healthcare providers and government.

By listening to lived experience and working alongside multicultural communities, Western Australia has an opportunity to create a more equitable, accessible and person-centred health system.

It is also worthwhile considering that improvements to help older people from multicultural communities would benefit everyone in WA, for example trust, accessible information and meaningful partnerships make healthcare fair for all.

Acknowledgements

Health Consumers’ Council WA thanks the forum panellists, participants and community organisations who generously shared their knowledge, lived experience and practical insights.

The experiences documented in this report reflect the views shared during the forum and are intended to inform ongoing discussion, collaboration and continuous improvement across Western Australia’s health system.

About Health Consumers’ Council WA

Health Consumers’ Council WA is the independent peak body representing health consumers across Western Australia. HCCWA works alongside consumers, carers, communities, clinicians and policymakers to improve access, equity, safety and person-centred care across the health system.

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Report: Diversity Dialogues Forum May 2026

Posted on June 25, 2026

“Older people from multicultural communities and their access to and experience of healthcare”

Report: 4 June 2026

The HCCWA would like to extend its warmest thanks and appreciation to Panel Members for their participation in and contributions to the forum. They were:

Nunu Chen – Senior Manager – Community Engagement / Quality Enhancement – Chung Wah Association

Florence Singoyi – Mental Health Nurse – North Metropolitan Health Service

Dr Casty Nyaga Hughes CPA – Executive President – Organisation of African Communities in WA

Fiorda Kule – Multicultural Manager – Umbrella Multicultural Community Care Services Inc.

Aru –Social Work student – representing the Bhutanese community

photo Left to right: Dr Casty Nyaga Hughes CPA: Executive President – OACWA, Aru: Edmond Rice Centre representing the Bhutanese community, Florence Singoyi: Mental Health Nurse – North Metropolitan Health Service and Nunu Chen: Coordinator at Chung Wah Community & Aged Care
Left to right: Emma Grant: HCCWA Project and Program Officer, Dr Casty Nyaga Hughes CPA: Executive President – OACWA, Aru: Edmond Rice Centre representing the Bhutanese community, Louise Ford: HCCWA Cultural Diversity Coordinator, Florence Singoyi: Mental Health Nurse – North Metropolitan Health Service and Nunu Chen: Coordinator at Chung Wah Community & Aged Care

The Forum commenced with an Acknowledgement to Country provided by HCCWA’s Engagement Manager, Tania Harris. Panel members introduced themselves and gave examples of aspects of healthcare issues their communities and clients/patients experienced. These included:

Structural and systemic barriers e.g.

  • Boards and committees are predominantly mainstream with little input/influence from others to encourage/support change. The ‘system’ has not been developed with multicultural communities in mind
  • Policies and services are often designed for a “generic Australian senior”, not multicultural seniors, leading to a systemic misfit
  • A repeated point from African community leadership: the current health and aged-care system was not designed around migrant life courses, humanitarian histories, or multi-generational migration patterns.

Transport

  • Older people often don’t have others who can accompany and take them to appointments or health related programs – family members are often working long hours
  • A lack of affordable, appropriated and trusted transport

Culturally competent health care

  • A need for better education of health care workers in terms of working with culturally diverse communities
  • A lack of cross-cultural understanding/knowledge e.g. a patient washing her clothes while showering was seen as a worsening of her condition however it is normal practice in her country of origin · this demonstrates how lack of cultural understanding can pathologize normal behaviour.

Social isolation

Has lead to deaths in the Sierra Leonian community – people have fallen and died in their home and remained undiscovered until neighbours noticed a smell. One woman fell and survived but is now a paraplegic.

Language, Literacy, and Digital Barriers

  • One agency (Chung Wah) is developing its own digital learning and translated material as a strategy to help support its clients/members
  • Form filling is complex and there are often literacy and language barriers
  • Many people are not literate in any language, making navigation of complex forms (e.g. MyGov, bowel cancer screening kits, income-tested fee forms) extremely difficult.
  • Even well-educated native English speakers struggle with My Aged Care and Centrelink forms; the impact is magnified for CALD seniors
  • Seniors struggle with online portals, SMS codes, email, and MyGov, including the three-ID requirement to set up accounts.
  • Digitalisation without support further locks out already-marginalized groups
  • Literal translations can miss context or concepts that don’t exist in the person’s language or culture (e.g. “home care packages”, “aged care providers” in languages where family is expected to provide all care)
  • Interpreters may:
    • Lack specific health/aged-care knowledge,
    • Not understand community sub-cultures or dialects
    • Be distrusted by clients who fear breaches of privacy within small communities
  • Impacts on access and trust
  • Combined effects lead to misdiagnosis, under-diagnosis, misunderstanding of treatment, and avoidance of services.

 Trust, Fear, and Trauma

  • Deep mistrust of systems· many community members believe professionals are “just ticking boxes” rather than caring about their wellbeing
  • Past experiences in origin countries—torture, trauma, abuse by medical
  • personnel or authorities—make hospital environments and procedures frightening.

Expectations shaped by different systems

  • In many countries people expect longer, more relational consultations; the Australian model of short appointments and time-limited interactions can feel dismissive or unsafe
  • Seniors can feel that healthcare is “not for them” when interactions are rushed and culturally insensitive

Shame and stigma

  • Mental health often interpreted as weakness, madness, or even demonic possession, particularly in some African communities.
  • Family and domestic violence is taboo; reporting it can be seen as bringing shame on the family or community.
  • For men, acknowledging victim-hood in domestic violence can be seen as “not being a real man”, creating a strong barrier to help-seeking.

Cultural Roles, Expectations, and Culturally Appropriate Care

  • Role of family and duty:
  • In many cultures, older adults expect that children will care for them; accepting external services can feel like failure or abandonment.
  • Community leaders are working to reframe external supports as complementary to family care, not a replacement

Food as care and identity

  • Seniors often struggle with hospital or facility food that feels foreign—e.g. being served a sandwich as a “meal” when that would only ever be a snack in their home culture.
  • Inadequate or inappropriate food leads to poor intake and deterioration.
  • There is a strong call for culturally appropriate meals to be recognized as part of quality care, not an “extra.

As conversations continued it became clear there are common threads:

  • A lack of cultural awareness in healthcare staff
  • The difficulties community members encounter completing complex forms e.g. limited understanding of English both spoken and written as well as terminologies used
  • Language barriers, little or no literacy at times
  • Limited access to transport and support
  • Communities and their members being unaware of available services
  • Lack of trust in service providers/people outside their own communities

The Forum was opened to questions and comments to panel members from the audience. The following areas were discussed, in some instances representatives were able to offer support to each other e.g. Fiorda noted Umbrella offers a free Care Finder Service for Seniors. (https://umbrellacommunitycare.com.au/service/care-finder-services/}

Social isolation and falls – there have been deaths and severe physical consequences as the result of falls for people living alone. Community members do not always trust government and other service providers.

Time constraints and GP appointments – people often need to develop a rapport with a doctor however 10 minute appointments do not allow for that. For people who have come as refugees the brevity of the appointment and the inability to develop a rapport with a GP can trigger a trauma response. People need to be able to develop a relationship which helps to build trust. If an interpreter is required to assist with understanding and following medical instructions, extra time needs to be factored in to accommodate this.

Interpreters and translated material – there can be issues with these due to dialects and the lack of specialist knowledge amongst interpreters re medical issues and aged care.

Services – many services are available but people don’t know how to access them, the “how” is missing. There is also a need to build trust in services within communities. Lack of trust is a major barrier to service access.

Cultural factors – OACWA has started a Seniors Program to support people to understand differences in life here and ‘back home’ e.g. here there are care providers to assist with care giving for elders rather than people’s own children. There is a focus on supporting people to understand it is OK for service providers to come to the home if their children are unable to provide adequate support. Many older people also trust traditional medicine (not available here) and may be reluctant to fully commit to western medicine. Food is important, people may not eat well if the food isn’t what they are used to. Men very reluctant to discuss sexual health matters.

Mental health – an issue across all communities. It can be difficult to access and interpreters must be utilised which means sessions need to be for two hours rather than one. Young people are beginning to access mental health services more but older people are reluctant, neither do they easily talk about it. In some communities it can be seen as ‘demonic’ and people should cure themselves via prayer. There is much stigma attached to the concept of ‘mental health’.

Domestic violence – was raised during the Forum and is related here as it links to mental health care. It was suggested that when DV or elder abuse is suspected or made known, one approach is to mediate with the whole family. Men in particular can be reluctant to talk about DV whether the perpetuator or the victim.

HCCWA’s Diversity Dialogues panel discussion on improving access to care for older people from migrant and refugee backgrounds.

Recommendations, solutions and suggestions

  • Communities can work together to create solutions – get people to the table to create systemic changes
  • Chung Wah is assisting older people to develop digital literacy skills to help them access information and support
  • Encourage community members to utilise services beyond their own communities in order to access more services
  • Community organisations working with their community to encourage a greater understanding of mental health in a western context
  • Raise awareness of available services and resources to communities and how to access these services
  • Much information is aimed at mainstream not multicultural communities – there needs to be a bridge to bring service providers and communities together
  • More networking opportunities for multicultural communities so we can help each other
  • Care Finder services doing outreach and trust-building visits.
  • Use of personal alarms/fall detectors configured to call trusted contacts (family, community leaders) rather than only emergency services
  • The need for staff to consult people from the same or similar backgrounds before labelling behaviours as symptoms
  • Increase representation of CALD seniors and community leaders in health and aged-care decision-making structure
  • Invest in and expand navigator and Care Finder programs, with explicit multicultural and community-led models
  • Strengthen cultural competence in health and aged-care services
  • Address digital exclusion by funding face-to-face support for MyGov/My Aged Care
  • Embed culturally appropriate food and environments in hospitals and residential care as part of quality standards.

In addition, people discussed:

Balancing culturally specific and cross-cultural services

  • Some argued strongly for culturally matched supports (e.g. Africans supporting Africans) to build trust and engagement, especially at the start.
  • Others raise the risk of over-reliance on one’s own community, which can:
    • Limit integration
    • Increase shame if problems (such as domestic violence) become widely      known within that community
    • Leave people unprepared when they must interact with a broader service system
  • A layered approach was discussed:
  • First, build trust through own-community workers,

Then gradually introduce mainstream and other-culture providers, supporting seniors to navigate a broader system.

Children, Youth, and Intergenerational Dimensions

Concern from a child health researcher: multicultural families are not always accessing early child development screening and support services, despite high importance in the first five years.

This mirrors the adult pattern: services exist but are not well-connected to families who could benefit.

Intergenerational programs

OAC is planning intergenerational round tables bringing together grandmothers, mothers, and daughters to:

  • Share stories and expectations,
  • Discuss health, domestic violence, mental health, and settlement challenges across generations,
  • Build understanding and collective strategies

Strategies and Services Highlighted

1. Care Finder and Navigator Services

Umbrella Community Care (Fiona) and Chung Wah Community Care (Nnun) both operate Care Finder and navigation-style services funded by the Department of Health and PHNs.

Key functions:

  • Outreach to multicultural seniors, often via community leaders and networks.
  • Building trust through repeated visits, informal chats (“just here for a cup of tea”), and practical assistance.
  • Supporting entry into My Aged Care, arranging assessments, linking to CHSP and home care services.
  • Identifying and mitigating environmental risks (e.g. steps at showers, lack of rails, unsafe bathrooms) to prevent falls and crises.

2. Community-Led Programs (OAC and Others)

OAC seniors’ program (running ~7+ months, meeting fortnightly):

  • Needs-assessment conversations with seniors to discover what they want and need.
  • Education on differences between normal ageing vs illness, clarifying symptoms that do require medical attention.
  • Addressing beliefs around traditional medicine, hospital care, and patterns of help seeking

OAC Men’s Department

  • Created in response to suicides of men in domestic-violence contexts.
  • Provides safe spaces for men to talk about domestic violence, mental health, and social pressures.

Women’s programs and youth programs

  • Focus on leadership, empowerment, and education.
  • Intention is a holistic, “whole family” approach, recognizing that seniors, adults, and youth are interlinked.

3. Advocacy, Training, and Capacity-Building

Advocare (Alessandra):

  • Observes major challenges in cultural understanding, interpreter appropriateness, and digital literacy.
  • Notes the new Aged Care Act has more person-centred, rights-based language, but structures still lack strong cultural intelligence.
  • Emphasizes training and empowering community members now, as “we are the future seniors”.

Carers WA / university partnership (QUEST program)

  • Government-funded consumer-led research education to upskill consumers and carers so they can engage with hospitals on more equal footing (“hospital evidence base” vs “consumer seeing-is-believing”)
  • Aims to improve trust by helping consumers speak the system’s language without losing lived experience perspectives

Perth Multicultural Health Link & Multicultural Futures

  • Role in developing and sharing resources, plus research into shame, stigma, and barriers in mental health and domestic violence

Feedback

Overall feedback from the forum was positive with 100% agreeing the information shared would assist them in their roles. The audience consisted of health care providers, carers, a researcher and health professionals. Comments included:

  • Being able to ask questions and getting answers from the different panelists as it gave diverse perspectives.
  • Continue discussions on how to improve accessibility to our services for CaLD communities
  • More dialogue with multicultural communities
  • Discussed insights from event with team (who attended online) Kudos on a dynamic event
  • Prepare and develop a network of service providers for seniors
  • Approach to inclusive consumer engagement
  • Very informative session
  • Understanding current issues for our CALD community,

As a footnote, one of the main purposes of Diversity Dialogues forums is to bring members of diverse cultural backgrounds together with health service providers to increase understanding and knowledge.  Also to foster communication between providers and communities beyond the forums, with the aim of creating improved experiences for CaLD community members. Events like Diversity Dialogues help forge ongoing relationships, share models (e.g. health passports, Care Finder, seniors’ programs), and avoid “reinventing the wheel” community by community.

We would also like to thank Louise Ford for welcoming those attending in person and online, and Emma Grant who managed the online participants and relayed their questions and comments.

Conclusion

The discussions which took place during this forum clearly demonstrated the need for a sustained approach to incorporating voices from diverse cultural backgrounds in the planning and execution of health care services in WA. It can be clearly seen that:

  • Equity in healthcare for older multicultural communities is both a systemic and relational issue
  • Isolation, language and digital exclusion create life-and-death risks
  • Cultural misunderstanding can directly harm care quality
  • Partnerships and networks are essential
  • Support community-led mental health and family-violence initiatives
  • Promote simple tools like health passports that make it easier for seniors to communicate needs quickly in unfamiliar settings

Again, the Health Consumers’ Council WA would like to thank panel members for their valuable input and to attendees for their interest and participation. As an organisation the Health Consumers Council will continue to provide opportunities for voices from diverse cultural backgrounds to be heard as a means of supporting equity in health service provision in Western Australia. It is also clear that many health professionals want to hear those voices as a means of assisting them to provide the quality care their professions require. To accommodate both diverse voices and health professionals achieve their goals it is apparent systemic change needs to be encouraged to take place; there are recommendations and suggestions in this report to encourage this.