Engaging consumers in healthcare system design and reform – moving beyond the rhetoric

Abstract

The need for involving consumers in healthcare systems design and reform is arguably high. Whilst consumers have been involved in discussions about the specifics of care delivery in a range of settings, engagement needs to penetrate into the sphere of systems design and improvement if we are to deliver on the goal of building healthcare systems around people and their needs. A key distinction to this end is around consumers influencing decision-making versus just being involved. This paper will examine this issue in more depth through a case study and literature review.