Making the best of consumer participation

Abstract Organizations that have engaged consumers in their work using traditional patient satisfaction tools have accomplished a number of significant outcomes. However, organizations are now being challenged to move into more meaningful collaborations with consumers regarding evaluating and improving services. This study describes and evaluates the effectiveness of consumer partnerships established to cover a project that lasted for about 4 months. Surveys were conducted with staff and consumers involved in the project. Structured questionnaires were used for both groups and the consumers were invited to focus interviews to explore specific issues. Issues regarding recruitment, preparation and management of consumers are important if satisfactory outcomes are to be realised. Further, staff attitudes and behaviours were examined that indicated staff shared the view that engagement of consumers was a worthwhile exercise. Quality consumer collaborations can bring about organizations being a highly valued community assets.