Category: News

Individual Healthcare Advocacy Service (IHAS) Impact Update January to March 2026

Posted on May 8, 2026

Independent patient advocacy

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:

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

Initial reaction to the WA State Budget

Posted on May 8, 2026

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

According to WA Health the category definitions are:

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.

Needle-free flu vaccine now available for WA kids

Posted on May 7, 2026

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.

Where to find out more

If you have a moment, please do fill out our Winter Survey and let us know what you are planning to do to keep healthy this winter.

4 minute survey: How will you protect yourself and your loved ones from winter bugs?

Health Consumers’ Council WA Systemic Advocacy Report

Posted on April 20, 2026

Systemic Update January to March 2026

Health Consumers’ Council WA’s latest Systemic Advocacy Report highlights how consumer and community voices are helping shape health policy, services, and system reform across Western Australia. Covering January to March 2026, the report outlines HCCWA’s work across preventative health, referral pathways, consumer engagement, rural access, Aboriginal health, mental health, and informed decision making.

During this period, HCCWA contributed to policy submissions, Ministerial roundtables, committee governance reviews, and national reform discussions, while continuing to bring lived experience perspectives into high level decision making. The report also highlights advocacy on outpatient access, informed financial consent, consumer rights, and the need for more inclusive and community-led approaches across the health system.

The report reflects HCCWA’s ongoing commitment to ensuring healthcare policy and reform are shaped by the experiences of patients, carers, families, and communities across WA.

Acknowledgements

We acknowledge Aboriginal and Torres Strait Islander peoples and communities as the Traditional Custodians of the land we work on, specifically the Whadjuk people of the Noongar nation, and pay our respects to Elders past, present, and emerging. Australia always was and always will be Aboriginal land.

Health Consumers’ Council acknowledges the unique insights and strength of those who navigate the complexities of the health system as consumers and thank them for sharing their lived experience and wisdom to help make healthcare fair for everyone.

Contents

Systemic advocacy at a glance – Q1 2026
How systemic advocacy is organised at HCCWA
Do you find this information valuable?
Department of Health Agency Capability Review
Dental Board of Australia – Specialist titles
Palliative Care WA Budget Submission
Modernising Referral Pathways
Update on the review of the Mental Health Act 2014 (WA)
Review of WA Health committee governance guidelines
WA Country Health Service Leadership Discussion Circle
Community Relief and Resilience Network
Translating diabetes innovation into equitable care
Ministerial Roundtables on Preventative Health
Aboriginal Elders advocate for healthy lifestyle initiatives

Introduction

In this report we provide our members, friends and stakeholders with an update on how we’re amplifying and championing diverse consumer and community interests to help drive positive change across the health and social care sectors in WA.

Systemic advocacy at a glance – Q1 2026

During this period, HCCWA continued to influence policy, strengthen partnerships, and elevate consumer and community voices across the health system.

Our reach and engagement

Contributed to 5+ policy submissions and strategic consultations
Engaged with state and national government agencies, Ministers and MPs
Participated in 10+ committees, advisory groups, and sector forums
Delivered 3 sector presentations and panel contributions
Contributed to media coverage on key consumer health issues

Key areas of influence

Preventative health policy and whole-of-government approaches
Access to care, including referral pathways and rural primary care
Consumer engagement and lived experience in system design and governance
Equity in health care, including Aboriginal health and community-led approaches
Transparency and informed decision making for consumers

Highlights from this period

Provided strategic input to the WA Department of Health Capability Review, strengthening the focus on consumer and community partnership
Contributed to national policy discussions on modernising referral pathways, advocating for improved access, transparency, and informed choice
Supported Ministerial roundtables on preventative health, bringing forward consumer priorities including early years, social determinants, and community-led approaches
Facilitated engagement between Aboriginal Elders and the Minister for Health and Mental Health, elevating community perspectives on research and program design
Shared insights across sectors, including presentations to the WA Country Health Service and the Community Relief and Resilience Network

This work reflects HCCWA’s ongoing role in ensuring that consumer and community voices inform policy, shape services and contribute to a more equitable and responsive health system.

How systemic advocacy is organised at HCCWA

This period we said farewell to Bronwyn Ife, HCCWA’s Systemic Advocacy Lead, who returned to a role in local government. As the fixed term funding that covered the Systemic Advocacy Lead role is not ongoing we will not be replacing that role. Due to funding constraints, HCCWA’s systemic advocacy work is undertaken by members of the Leadership team alongside their other responsibilities.

Do you find this information valuable?

This is a new publication for us, and we’d welcome feedback – what is helpful/interesting? What is not?! Let us know by emailing us at engagement@hconc.org.au

Key meetings and engagements this period

This period we took part in 75 meetings and engagement activities promoting health consumer interests.

System influence and policy engagement

Provided advice to WA Health on consumer engagement in women’s health service commissioning
Attended five preventative health Ministerial roundtables
Engaged with MPs and Ministers and their teams to contribute to policy discussions

Partnerships and sector collaboration

Met with Healthway’s new Executive Director
Connected with national health consumer peak organisations to share insights and approaches
Met with Health Consumers Queensland to inform advocacy on prison health

Community engagement

Supported consultation with Aboriginal families on the Thriving Kids initiative

Priority advocacy areas

Worked with sector partners to address rural access to affordable primary care
Participated in the AHPRA Community Advisory Council visit to WA

Submissions and strategic policy advice

Department of Health Agency Capability Review

Public Sector Commission

HCCWA was approached as a key stakeholder to provide input to inform the Capability Review of the WA Department of Health. These reviews are carried out by the WA Public Sector Commission as “a permanent, ongoing mechanism to lift the capability of the public sector and drive performance improvement”. HCCWA’s feedback covered WA Health’s approach to partnering with consumers and the community.

Dental Board of Australia – Specialist titles

Dental Board of Australia (Ahpra)

HCCWA was approached for preliminary feedback about proposals to review specialist titles in dentistry. HCCWA’s feedback was:

The language and formatting of these consultation materials is very complicated and likely to be challenging for most consumers/community members – unless they’re very experienced consumer representatives, or work for a consumer organisation.
This is a very important topic – we know that some of the harm that’s been experienced by consumers in recent high profile cases is due to the lack of clarity about the different abilities of general dentists and prosthodontists
Ahpra and the Dental Board should seek targeted input from consumers across the country
Attention should also be paid to how consumers are informed about these distinctions, how consumers can be sure they’re being treated by someone with the appropriate skill level and qualifications, and how they can make informed choices about which health professional they choose to be treated by.

Palliative Care WA Budget Submission

We highlighted the benefits of hospices and the important role they can play in supporting patients and families both in the community as people live with life-limiting conditions, and at end of life.
We highlighted the importance and value of the Compassionate Communities approach, including the evidence about their value in reducing hospital use from the South West: research from 2023 showed lower hospitalisations, less hospital days/month, and less emergency presentations https://journals.sagepub.com/doi/epub/10.1177/26323524231205323)

Modernising Referral Pathways

Australian Department of Health, Disability and Ageing

This consultation sought the views of patients, medical providers and other interested parties on whether current Medicare referral arrangements are effectively supporting access to specialist care. It also seeks views on suggestions for reform.

HCCWA provided this feedback:

The current referral process does not make it easy for patients to access specialist care
Including cost information and links to Medical Costs Finder on referrals would help patients make more informed financial decisions
Patients should be able to switch specialists under the same referral without needing a new referral
Our GPs should be kept informed about our treatment with the specialist throughout the duration of the referral – if that is what we want
The lack of information available to consumers to make truly informed decisions about their preferred referral options could be a barrier to the take up of an Australia-wide digital referral process.
There is almost no information consumers can use to determine the quality of care they might receive for any particular clinicians. For communities who are often served by overseas trained doctors, their treating doctor may not have any knowledge or pre-existing relationships with other clinicians to inform their recommendation.
This could be addressed by requiring clinicians to publish information about any complaints they receive (noting that not all consumers have the emotional energy to go through the administratively heavy Ahpra notification process). Or to strengthen the Ahpra annual registration process to require evidence of consumer feedback in some way. While google reviews may be inadequate, they are sometimes the only publicly available information for consumers to use as they try to make an informed decision.
It is important that consumers are able to access neutral information about things to consider when looking for a specialist. The “service” is highly technical, and the “market” is diffuse and confusing to navigate. There’s a risk that “good bedside manner” could become the standard for decision making in the absence of consumers being able to access other information about other quality measures they could consider.
That any policy should be supported by significant investment in ensuring consumers are supported to make fully informed decisions. For example, all referrals could be required to include mandatory wording directing consumers to online information about how to make a decision, and what questions to ask about their options.
Information about making informed decisions should be co-designed by consumers, and could be included in consumer-led training delivered by consumer organisations.
Recent media accounts – Four Corners – have made it very clear that our healthcare system cannot be based on doctors policing themselves. While many are trustworthy people who deliver high quality care, it is clear that where this is not the case, the consumer has little hope of receiving honest feedback about colleagues from their own doctors.
Mandating the provision of information in plain language that has been written by consumers for consumers that outlines the process, their rights, and what they can expect – i.e. informed financial consent – and where to go if they have questions could improve patient understanding of referral arrangements. This could be on a website – similar to the Choosing Wisely program.
The ability for patients to seek a second opinion from a new specialist under the same referral would be enormously beneficial for patients. In the current “market” consumers are significantly disadvantaged and disempowered by limited access to information on which to base their decisions. Being able to access a second opinion is likely to have a significantly positive impact.
If were to be coupled with powerful AI-powered consumer healthcare decision tools, this will be a game-changer in terms of re-empowering consumers.

Update on the review of the Mental Health Act 2014 (WA)

Minister for Health and Mental Health

HCCWA was one of the signatories to a letter seeking an update on the implementation of the recommendations from the Statutory Review of the Mental Health Act 2014 (WA) that was completed in 2024.

As background, HCCWA contributed to the Review in 2021 by hosting consumer consultations on the experiences of people accessing mental health services on a voluntary basis. We look forward to being able to share how these recommendations are being implemented with our community.

Review of WA Health committee governance guidelines

WA Health

HCCWA was asked to review draft guidelines for WA Health staff on establishing and running committees.

Our feedback related to how to ensure that including consumer, community and lived experience voices in WA Health committees was a valuable experience for everyone.

Presentations

WA Country Health Service Leadership Discussion Circle

HCCWA’s Executive Director, Clare Mullen, took part in a Leadership Discussion Circle with a group of WA Country Health Service leaders, sharing HCCWA perspectives on partnering with consumers at all levels of decision making.

Community Relief and Resilience Network

WA Council of Social Services

Clare Mullen presented to the Community Relief and Resilience Network on key health consumer issues, contributing a consumer perspective to discussions across the emergency relief sector.

The Community Relief and Resilience Program provides policy representation and sector support to Western Australia’s emergency relief sector. These services support individuals and families experiencing poverty or financial stress through food and material aid, financial assistance and referrals to other support services.

There are more than 300 agencies across WA delivering community relief, ranging from small volunteer-run services to large multi-program organisations.

Translating diabetes innovation into equitable care

Diabetes Australia Summit

Tania Harris, HCCWA’s Engagement Manager, Aboriginal and Torres Strait Islander Lead and Disability Lead, took part in a panel discussion that brought together perspectives from research, consumer advocacy, clinical practice, innovation and policy.

The panel explored whether current policy, funding and service delivery frameworks are fit for purpose and effective in translating diabetes innovation into equitable care with HCCWA contributing a consumer and lived experience perspective to support more inclusive and responsive approaches.

Committees and forums attended

State Oral Health Advisory Group
Collaborative Commissioning Project – looking at opportunities to connect commissioning between Federal and State Governments
- Implementation Oversight Committee
- Working Group 1: Planning, Funding and Governance
Electronic Medical Record Clinical Council
Participated in the Clinical Senate Debate on Innovation
Clinical Senate Executive
Patient Related Outcome Measures (PROMs) and Patient Related Experience Measures (PREMs) working group
Participated in the Department of Health, Disability and Ageing WA Branch Aged Care Collaborative
Presented insights from HCC’s individual advocacy program to the Mental Health Commission
Co-Chaired the Sustainable Health Review Recommendation 4 Steering Committee

Media

HCCWA contributed to media coverage on key consumer health issues, supporting public awareness and informed discussion:

The West Australian – contributed a comment to an article about patients with chronic pain and complex MH needs being dismissed by doctors
The Age – contributed background information for a story on medical devices
The Western Independent – approached for a comment about Victoria’s decision to allow the purchase of the contraceptive pill from a pharmacy

Political engagement highlights

Ministerial Roundtables on Preventative Health

The Hon Sabine Winton MLA, Minister for Preventative Health

HCCWA attended four preventative health roundtables at the start of 2026:

Mental Health and Early Years Wellbeing
Health Promotion
Screening and Genomics
Immunisation

Across all of these sessions we shared what we hear from consumers, carers, family and community members:

Need to address the social determinants of health, particularly poverty/low-income
A focus on first 1,000 days and healthy families is essential – particularly preventing and addressing early childhood trauma
A lot of prevention takes place outside the “health system”; Government needs to be joined up in its approach
There is a need for more community-driven/community-led health promotion activities at a place level
Need much more involvement of a wide range of consumers, carers, families and people with lived experience in all scoping, planning, delivery and evaluation of initiatives
Targeted work should be done to include the voices of people who may not engage in traditional “consultations”, including people experiencing homelessness, people with intellectual disability, and people where English is not their first language
The value of peer-led approaches across all areas of health and mental health – including in health promotion activities within and outside clinical settings

Aboriginal Elders advocate for healthy lifestyle initiatives

The Hon Meredith Hammat MLA, Minister for Health and Mental Health

HCCWA supports the Healthy Lifestyle Program’s consumer engagement and directly supports and facilitates the Healthy Lifestyle Program Cultural Advisory Group and its members (the Elders). The group is made up of respected Aboriginal Elders who have decades of experience supporting researchers and research projects.

The Elders were concerned about the impact of short-term research pilots on their families and communities. They requested the opportunity to meet with senior decision makers to share their and their communities’ perspectives and experience with the research pilot pathways.

Minister Hammat and her team met with the Elders in March 2026 and welcomed the opportunity to hear about the program and their experience.

About Health Consumers’ Council WA

Since 1994, Health Consumers’ Council WA has been advocating for the interests of the WA community, health consumers, patients, carers, and families when it comes to health and healthcare.

HCCWA will continue to work across government, the health system, and the community to ensure that consumer voices shape policy, services, and system reform. This work remains critical to building a more equitable, responsive, and person-centred health system in Western Australia.

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

What the 2025 Consumer Sentiment Survey means for people in WA: we trust the system, but too many are locked out by cost

Posted on April 2, 2026

New national data confirms a system under pressure, where cost is now the biggest barrier to care.

81.6% satisfied with quality
49.8% missed needed care
only 32.3% confident they can afford care

New findings from the Consumers Health Forum of Australia’s 2025 National Consumer Sentiment Survey show a clear pattern. People trust the quality of care, 81.6% report being satisfied. Cost is now the defining barrier, from dental care to prescriptions to treatment, with 49.8% surveyed not getting the care they needed in the past year.

Nearly 49.8% missed out on care they needed and for these consumers, cost was the
main barrier. This was especially the case for dental care (67.0%), prescriptions (54.2%), and treatments
(48.7%)

CHF National Consumer Sentiment Survey 2025

This aligns with what we see every day at the Health Consumers’ Council WA. Patients, carers, people making difficult choices about their care be that delaying appointments, skipping follow-ups, going without treatment.

When cost becomes a barrier, access is no longer fair. People on lower incomes, those with ongoing health needs, chronic conditions, older people, and people living outside metro areas are often affected first and hit the hardest. Considering the report states 61.7% reported living with at least one chronic condition, this is no small issue.

This has flow-on effects. When primary care is harder to access, people wait longer, conditions worsen, pressure builds elsewhere in the system. The report identifies financial stress as the strongest predictor of poorer health outcomes.

We are alert to the possibility of a snowball effect that may be coming – when we consider our communities facing rising costs across the board, petrol, groceries, insurance. In the current economic climate there is little relief on the horizon for the average patient, carer, health consumer.

Affordability is also not just about price. It is about being able to make informed decisions – and that includes decisions about how much we will be spending.

HCCWA’s current policy positions align strongly with the CHF findings as we advocate for

pricing transparency and educate patients, carers and consumers on informed financial consent
healthcare access and equity centred in all we do
consumer voices in healthcare policy decisions

We welcome yesterday’s announcement of the inquiry into access and affordability of medical specialists to examine how the system is working, where barriers exist, and what reforms or new models of care could improve access and affordability for patients across Australia.

We call on WA politicians and decision makers to focus efforts on making healthcare fair and make change on three fronts:

Listen to consumer experiences and understand their importance as early warning signs of system pressure
Help Western Australians access and understand informed financial consent and information about the cost of their care
Provide access to independent healthcare advocates to ensure no Western Australian is left to feel lost in the system

If we want a health system that works for everyone, we need to make sure people can afford to use it. Right now, too many cannot.

ICYMI: Three Exciting Events Coming Up with Dr Margaret Faux!

Posted on March 16, 2026

We’re excited to share that we have three special events coming up in April with Dr Margaret Faux, Australia’s leading expert in medical billing and author of the newly released How to Avoid the Medical Bill Rip Off.

Book Club with Dr Margaret Faux – Tuesday 7 April

Join us for a Q&A with Margaret, hear about her new publication, and learn more about the rules and realities of medical billing, Medicare charges, rebates, bulk billing and private specialist fees and more!

Free – Find out more and register: https://events.humanitix.com/hccwa-book-club-how-to-avoid-the-medical-bill-rip-off

Consumer SelfAdvocacy Workshop – Tuesday 7 April

Margaret has also generously offered her time to run a workshop for our consumer network!

This session will help consumers and carers increase their confidence in understanding all things medical billing, navigating Medicare, understanding private healthcare costs, and how to identify if Medicare has been billed for services that did not take place.

This is a supportive, practical space to build skills for making informed decisions and asking clearer questions.

Free – Find out more and register: https://events.humanitix.com/consumer-complaints-clinic-medical-billing-with-margaret-faux

AND A SPECIAL ANNOUNCEMENT……

Workshop for Staff Supporting Consumers – Wednesday 8 April

To complement our consumer workshop, we’re also hosting a specialised session for staff who support people with questions or concerns about healthcare costs and billing.

Ideal for advocates, community workers and financial counsellors supporting people at risk of being overcharged, confused by fees, or facing unexpected medical bills.

There is a $25 charge to assist with the costs of hosting this event; however, we don’t want cost to be an issue! Please email engagement@hconc.org.au if cost will be a barrier to attending.

Find out more and register: https://events.humanitix.com/making-sense-of-medical-billing-insights-for-advocacy-professionals

Consumer voices driving health – informing the preventative health agenda

Posted on February 25, 2026

WA is the first state to have a Minister for Preventative Health, the Hon Sabine Winton. Late last year, Health Consumers’ Council WA was invited to be part of a number of roundtables gathering input to inform the development of WA’s first preventative health strategy.

There were six roundable discussions and HCCWA were invited to attend four:

Mental health and wellbeing in the early years
Immunisation
Health promotion
Cancer screening and genomics

The other two were:

Sexual health
How government departments work together on this agenda

A number of other consumer and community organisations attended some of the sessions including Alcohol and Other Drug Consumer and Community Coalition, WA Association for Mental Health and Aboriginal Health Council WA.

HCCWA’s input to these discussions was based on the deep and broad understanding of health consumer interests which comes from our daily interactions with patients, families and carers, people with lived experience and community members. In general our input was:

It’s critical to address the social determinants of health – particularly poverty.
A focus on the first 1,000 days and healthy families is essential – we highlighted the need to have a concerted focus on preventing and addressing early childhood trauma
A lot of prevention takes place outside the “health system”; Government needs to be joined up in its approach, and move to being more community-centred, and less
“service-centred”
There is a need to invest in more community-driven/community-led health promotion activities at a grassroots level
Unsurprisingly we called for much more involvement of a wide range of consumers, carers, families and people with lived experience in all scoping, planning, delivery and evaluation of all preventative health initiatives
Targeted work should be done to include the voices of people who may not engage in traditional “consultations”, including people experiencing homelessness, people with intellectual disability, and people where English is not their first language
The value of peer-led approaches across all areas of health and mental health – including in health promotion activities within and outside clinical settings.

The Minister sat in the room for the duration of each session and I had a clear sense she’d listened deeply and took the feedback on board. She also made reference to a public facing consultation process – we’ve flagged with her office that we’d like to work with them to ensure wide and deep engagement.

We’ll circulate more information about the public consultation when we get it.

Clare Mullen, Executive Director

From the Desk of HCCWA Executive Director

Posted on February 6, 2026

While January is sometimes thought of as a time for rest and leisure, that has not been the case here at HCCWA HQ.

High demand for independent individual advocacy

In January alone, enquiries to our service increased by 25% compared with the same time last year. We remain a small team, we do not advertise, and we are still the only service in Australia offering free, independent advocacy across all areas of healthcare. The rising demand we see is echoed in conversations with partner organisations, including COMHWA.

We know that independent advocacy saves lives, improves health outcomes, and strengthens patient experiences. That is why we are working hard to build a compelling case to Government for investment that matches the real level of community need—so that people are supported when navigating some of the most difficult moments of their lives.

Consumer interests influencing health system reform

I’m delighted to share the second of our Systemic Advocacy Report. Speaking up for consumers at the highest levels of decision making has always been central to HCCWA’s work – these reports are simply a new way of sharing it with members and networks so you can clearly see where consumer voices are influencing change. Please let us know what you think.

As many in our networks will know, there is a lot of reform underway across the health system. And those reforms must be shaped by strong consumer leadership and representation. One major opportunity is the Electronic Medical Record Program, which will fundamentally shape how people receive and experience care. We encourage consumers who want to ensure lived experience remains front and centre to consider getting involved here.

Another major reform is to support older people to be able to access care in different settings and we welcome news of the first integrated aged care hub opening. HCCWA and our partners at COTAWA have been putting forward consumer interests on this work for sometime and we look forward to seeing how these innovative services evolve.

This month, HCCWA also represented consumer interests in four preventative health roundtables hosted by Minister Sabine Winton. We sensed deep listening and genuine commitment, and we look forward to the development of Western Australia’s first Preventative Health Strategy. Public consultation opportunities are expected—watch this space.

The HCCWA team

We are delighted to welcome back a familiar face, Louise Ford, who will be working with us in cultural diversity engagement over the coming months. You’ll see her at community events and delivering our popular course, Supporting Cultural Diversity in Healthcare, next month. It regularly sells out, so book early if you’re interested.

In our recent staff meeting, each of us reflected on what brought us to, and keeps us at, HCCWA. A recurring theme was a desire to help address the injustice and disempowerment that too many people experience in healthcare. Whether that’s in a clinical encounter where someone’s concerns have been dismissed, or when trying to make sense of the complicated world of private healthcare and health insurance. Everyone at HCCWA is dedicated to ensuring that people who use health services – patients, families, significant others – have their healthcare rights met and their voices heard.

As a small team dealing with the enormous demand for this support from the community, it is this purpose that maintains our energy for this important work.

Build your knowledge, connect with peers

We say this often because it remains true: health consumers and families are the only people who experience the entire care pathway. As major changes unfold across aged care, disability, primary care, hospitals, and private health services, the presence of informed consumer leaders in every conversation has never been more important to ensure that these reforms deliver a joined up system. In this month’s e-news, you’ll find ways to begin—or deepen—your consumer representative journey.

Finally, to everyone across Western Australia who champions consumer voices—members of community advisory councils, District Health Advisory Councils, lived experience and Aboriginal cultural advisory groups, Standard 2 committees, and the many other forums where truth is spoken to power—thank you.
And to the staff across the system who open doors, listen with intent, and act with purpose on what consumers share: thank you. Your work makes better health outcomes possible for us all.

Clare Mullen | Executive Director

Job: Executive Assistant, part-time, to Dec 2026 with possible extension

Posted on January 15, 2026

Love organising? Eagle-eyed proof-reader? Like to be at the centre of the action?

We are passionate about the power of health consumer and lived experience voices to improve health outcomes and experiences for everyone in WA. We’re looking for someone who shares our vision to join our small but mighty team.

Executive Assistant, part-time, fixed term (to December 2026 with the possibility of extension)

We are seeking a highly organised Executive Assistant who loves people and being in a fast-paced environment with lots of variety. This is a pivotal role in an agile and growing organisation and helps ensure our Executive operations run smoothly and effectively.

The role is available for 25 hours/week to be worked across Monday – Friday.

The role offers:

A high degree of variety – working with the Executive Director on a wide range of activities and liaising with diverse community members and staff at all levels in the health and social care system
The opportunity to be part of a consumer-first organisation with a focus on improving health equity and championing health rights
A welcoming and inclusive workplace where everyone is encouraged to bring all of themselves to work
The opportunity to implement and streamline administrative processes to help us make the most of the limited funding we receive
A competitive not-for-profit annual base salary with salary packaging – Level 3.1 Social Community Home care and Disability Award $38.65/hour + super
Salary packaging up to $15,900 per annum

About you:

You’re looking for a role where you can apply your executive assistance and administration skills to do work that you care about
You’re highly organised and enjoy working in an agile and responsive environment
You’re interested in the health system and care about people’s experiences of it
You’re happy to muck in and enjoy working on a range of different projects and with different teams simultaneously

Position overview

This position provides expert administrative and governance support to the Executive Director and the HCC Board. This includes diary and travel management, secretariat support for Board committees, policy development and co-ordination, general office administration, and covering reception as required. We’re looking for someone who will be proactive and work collaboratively with colleagues to support our work which has the consumer experience and voice at its heart.

A typical week might see you doing a range of tasks:

Coordinating the Executive Director’s busy diary in liaison with senior stakeholders across the WA health system
Organising the Executive Director’s email inbox ensuring that priority emails are identified and actioned
Following up on actions as directed by the Executive Director and senior staff
Assisting with planning and delivering a range of events, workshops and activities by organising attendee lists, logistics and catering and consumer payments and enquiries
Drafting, coordinating and proof-reading papers for upcoming Board meetings
Attending workshops and events when required to – this may include occasional after hours working
Greeting visitors to our offices, responding to our reception phone calls, and responding to emails through our main inbox
Managing the training room and equipment register
Monitoring and updating organisational policies, procedures and registers
Scheduling meetings, preparing agendas and recording minutes
Managing stakeholder contact details through our Customer Relationship Management (CRM) system
General office admin including organising travel and accommodation
Generating simple reports and analysis from existing systems including data entry

See the job description for a full outline of responsibilities for the role.

Selection criteria

Essential

A minimum of 2 years’ experience in a similar Executive Assistant role with a deep understanding of the requirements for attention to detail and confidentiality
Well-developed interpersonal and verbal skills, with a demonstrated understanding of the sensitivity and empathy needed when communicating with vulnerable community members and senior stakeholders
Well-developed written communication skills, with the ability to write clearly and concisely for internal and external use
Excellent organisational skills, with high attention to detail and the ability to manage and prioritise deadlines and own workload with limited supervision
Demonstrated ability to use initiative and solve problems within own area of responsibility
Be adept, or be able to quickly become adept in, a range of office software programs including Microsoft Office 365 Suite, project management software, and accounting software

Desirable

A demonstrated interest in the aims and purpose of HCC, for example, experience as a health consumer representative or volunteering in a similar advocacy organisation
Experience working in community services and not for profit sector
Ability to develop and maintain productive relationships with diverse internal and external stakeholders, and navigate difficult conversations when required

To apply for the position

Read the job description and send a cover letter of no more than two pages addressing the selection criteria, along with a current resume outlining your work experience, skills and any relevant education or training to jobs@hconc.org.au.

Please submit your application no later than 8am on Tuesday 27 January.

However, note that applications will be considered as received and we reserve the right to progress recruitment before the closing date – so get your application in early.

Applications that do not address the criteria may not be considered.

If you require any adjustments to submit your application or wish to have a confidential discussion about the role, please contact Clare Mullen, Executive Director on (08) 9221 3422

Health Consumers’ Council WA calls for urgent action to address GP access and affordability in WA

Posted on January 12, 2026

MEDIA RELEASE
12 January 2026

Health Consumers’ Council WA calls for urgent action to address GP access and affordability in WA

The latest Cleanbill Blue Report reveals a mixed picture for Western Australians seeking GP care. While the national rate of fully bulk billing clinics has doubled to 40.2%, Western Australia lags far behind at just 19.8%, the second-lowest rate in the country. At the same time, out-of-pocket costs for those not bulk billed have risen to an average of $46.63, up nearly 10% from last year.

Health Consumers’ Council WA Executive Director Clare Mullen said these figures highlight a growing equity gap in primary care access across the state.

“Western Australians deserve timely, affordable healthcare, yet these findings show that too many people are still facing significant barriers. Bulk billing remains the exception rather than the norm in WA, and rising costs risk pushing care out of reach for those who need it most.”

The report also notes a national trend of GP clinic closures and consolidations, raising concerns about future availability of services in regional and remote WA.

“Consumers tell us every day about the stress and hardship caused by limited access to GPs. We need urgent, coordinated action to ensure that incentives translate into real improvements for WA communities—not just on paper.”

Health Consumers’ Council WA is calling for:

Greater transparency on GP pricing and availability.
Targeted support for clinics in WA to adopt bulk billing practices.
Consumer voices at the centre of policy decisions to ensure reforms meet community needs.

As an independent organisation advocating for health equity, HCCWA will continue to amplify consumer experiences and push for solutions that make healthcare accessible for all Western Australians.

ENDS

Media enquiries: 0488 701 839 | info@hconc.org.au

Bronwyn Ife | Systemic Advocacy and Engagement Lead

Clare Mullen | Executive Director