Consumer-Centred Care Position Statement


Consumer-Centred Care Position Statement
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30/07/2018 04:58:00


Consumer-centred care meets the physical, emotional and psychological needs of consumers, and is responsive to someone’s unique circumstances and goals.

Consumer-centred care tells consumers, carers and families what they can expect from healthcare providers and the health system. 

HCCA's commitment to consumer-centred care

HCCA's research shows that consumers highly value care that is consumer-centred, but this is not consistently experienced in local health services.

HCCA commits to consumer-centred care as a foundation principle in all its work and to promoting consumer-centred care across the health system, within government and across the ACT community.

HCCA also commits to enabling all people living in the ACT to achieve the best health and wellbeing possible, whatever their circumstances.




Health Literacy Position Statement


Health Literacy Position Statement - PDF
Popular 230.32 KB
12/07/2017 01:59:19


The health literacy level of many Australians does not permit them to access, interpret, communicate and use health information. This can affect their access to effective health care and health improvement activities.
As a health promotion charity, Health Care Consumers’ Association of the ACT Inc. (HCCA)

  • supports the Australia Commission for Safety and Quality in Health Care (ACSQHC) definition of health literacy,
  • acknowledges that some health consumers may need support while they gain the skills and confidence to improve their health literacy, and
  • undertakes to become a health literate organisation.

HCCA’s Commitment to health literacy

HCCA will work

1. with consumers and health services providers to identify their information and training needs
2. to build the capacity of consumers, carers and community members in a number of ways, including the development of resources, delivery of information sessions and        skills based workshops
3. with staff of health services to enhance their ability to communicate clearly to meet the needs of consumers and carers.
4. with staff of health services to standardise the development and provision of health information
5. with the ACT Government and local health services to develop and implement policies, training programs and systems to improve the health literacy of people living in          Canberra and its surrounds
6. to become a health literate organisation.



HCCA Position Statement on Climate Change and Health



Climate Change and Health
Popular 79.22 KB
12/12/2016 00:00:26

As a health promotion organisation, the Health Care Consumers’ Association of the ACT Inc. (HCCA) recognises that climate change presents profound risks to health. Climate change will affect the health of many people in many nations, and will affect some people more than others. For example, rising temperatures increase the risk of heat-related death and illness and broaden the distribution of some communicable diseases, particularly those that are water borne and/or vector borne. Changes to rainfall bring droughts and floods, which can result in disease and death. Food production changes can lead to hunger and malnutrition in vulnerable populations. Research shows that ‘some population groups are particularly vulnerable to the health effects of climate change, whether because of existing socioeconomic inequalities, cultural norms, or intrinsic physiological factors. These groups include women, young children and older people, people with existing health problems or disabilities, and poor and marginalised communities.’ 

In recognition of the health impacts of climate change, HCCA acknowledges that:


  • Climate change can cause serious and irreparable harm to the environment and human health. Urgent action by governments and corporations in cooperation with the community is essential to mitigate climate change and to adapt where necessary. We endorse Australia adopting a carbon emissions reduction target of 50% by 2020 and 80% by 2050 as proposed by the Public Health Association of Australia and the Australian Climate and Health Alliance.
  • People and our health must be central to climate change policy and action. People need good health, a good environment and a strong community to flourish. A Climate Change policy should ensure that these basic human needs are met. It must reduce the risks to our health that climate change presents, build social cohesion and ensure food and water security for all people.
  • Concerns about climate change may result in uncertainty, stress and mental ill-health. Assistance for people with jobs in industries which will need to change is an important structural adjustment strategy, specifically including retraining and relocation. Resilience and hope are key human resources and supporting access to mental health services is also important in a time of change. 
  • Climate change mitigation and adjustment strategies can deliver positive health outcomes. The community should be made aware of the negative health impacts of climate change and the potential positive health outcomes from climate change mitigation and adaptation.
  • Addressing climate change requires connected solutions. The inter-relationships between infrastructure design, health and climate policy must be acknowledged and addressed. Solutions must be developed co-operatively and transparently by government, business, academic and other institutions in partnership with communities.


Codeine Upscheduling Position Statement 

Codeine Upscheduling Position Statement
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21/11/2017 04:30:46

Medicines that contain codeine, like Nurofen Plus, Panadeine and Aspalgin, will only be available with a prescription after 1 February 2018. People with chronic pain are likely to experience the most immediate impact from this scheduling change.

This change will affect the majority of users who do not abuse codeine, and it will require all consumers who need pain relief to visit a GP and incur additional out-of-pocket costs. Increasing rates of misuse and over-use, as well as similar moves in other countries across the world, have prompted the Commonwealth Government to make these changes.

HCCA does not support the up scheduling of codeine as an adequate response to these issues. We believe that the over-use and misuse of codeine is a result of lack of policy commitment and real action to address the poor state of pain management in Australia. The National Pain Strategy needs to be implemented.

In our membership we have many people who are living with chronic pain and they have not been well-served by the existing services. Many have experienced poor pain management. We see the key issues for consumers to be:

  • adequate access to appropriate pain relief medication;
  • communication with consumers and their health professionals about the best medicines for them to use for their pain relief; and
  • safety where there is risk of harm from codeine.

This issue needs a coordinated response. Pain can significantly diminish quality of life for patients and their families, and the risk of suicide is twice as high in people who have chronic pain. People living in rural and remote areas are even more at risk of poor services. Education for both consumers and health professionals to overcome barriers to effective analgesia, including attitudinal and regulatory barriers, is also needed.



Elective Surgery in the ACT

Elective Surgery in the ACT
Popular 437.17 KB
19/02/2018 23:23:10

HCCA has had a longstanding interest in the management of elective surgery in the ACT. We understand that improving elective surgery access is a very difficult task, but one that is of great importance for consumers.

Until mid 2017 there was information available to the public on the ACT Health website about elective surgery. It included a list of all the major types of elective surgery. For example, under Gynaecology there was a list of all surgeons, the hospital they were operating in, the median waiting time in days, the numbers of people waiting and the total number of people waiting. This was further broken down into Categories 1 – 3. General Practitioners still have access to this information through GP HealthNet.

This was very useful for us as advocates and consumers as we accessed the site regularly to monitor areas of need and where consumers faced delays in access. Consumers could also look up individual surgeons to see their waiting times and base their decisions on this information. With the removal of this information we now have no formal mechanism to monitor waiting times. I am hopeful that the territory-wide review of health data will conclude soon and we can work together to re-establish public reporting on elective surgery waiting times.



Title: Manager, Policy and Research
Hours: Part time - 30 hours per week
Length: Contract until 30 June 2019
Location: Canberra – HCCA Offices in Hackett, ACT
Responsible to: Executive Director
Team: 3
Remuneration: This position is at Level 8.1 (SCHADS Award) $81,648.32 pro rata ($41.32 per hour) plus superannuation and access to generous salary sacrifice arrangements. A higher rate may be negotiated based on experience of the successful applicant. An initial three month probationary period will be a part of the offer of employment and employment contract.


This position is a key leadership role in the HCCA staff team which manages the policy and research activities at HCCA and provides strategic advice to the Executive Director, HCCA Health Policy Steering Committee and Executive Committee in support of HCCAs objectives.


Specific Responsibilities

• Provide high level strategic policy and project advice and documentation
• Manage the day to day and long term activities of the policy and research team
• Develop effective partnerships and collaboration with key stakeholders
• Effectively represent HCCA at strategic forums and events
• Provide high level strategic advice and messaging for media and stakeholder communications
• Deputise for the Executive Director


Selection Criteria

The successful applicant will have:
1. Experience in and understanding of the health policy and research environment
2. Excellent team management skills, including demonstrated ability to manage staff and projects to deadlines
3. A track record of successful engagement with a broad and complex stakeholder community and advocating for organisational interests
4. Depth and breadth of experience in developing, managing and evaluating health policy and projects
5. Excellent interpersonal, oral and written communication skills
6. Sound judgement, political awareness and commitment to consumer issues.


Relevant tertiary qualifications and experience working in the non-government sector would be an advantage.



ACT driver’s license
Working With Vulnerable People Registration


Applicants are encouraged to refer to the HCCA Annual Report 2015-16, our Strategic Plan 2014-2017 and the objects of our constitution.

HCCA is a family friendly workplace.


Applications close Wednesday 25 January 2017 at 4pm.

Only written applications, addressing the selection criteria, will be accepted.

Please mark applications “Private and Confidential” and address them to Darlene Cox, Executive Director, Health Care Consumers’ Association, 100 Maitland St HACKETT ACT 2602 or by email to This email address is being protected from spambots. You need JavaScript enabled to view it...">.


For more details about this position please refer to the attachment below.




Title: Health Promotion Project Officer 
Hours: Part time - 25 hours per week
Length: Contract until 30 June 2019
Location: Canberra – HCCA Offices in Hackett, ACT
Responsible to: Executive Director
Remuneration: This position is at Level 5.1 (SCHADS Award) $64,990 pro rata ($32.90 per hour) plus superannuation and access to generous salary sacrifice arrangements. A higher rate may be negotiated based on skills and experience of the successful applicant. An initial three month probationary period will be a part of the offer of employment and employment contract.


We're currently looking for a part time Project Officer to provide health promotion, education, training and awareness programs in a variety of settings. 


The position is part of the Consumer and Community Participation Team and will contribute to our work in building the levels of health literacy in the ACT, including the capacity of consumers and carers to navigate the health system. The successful applicant will be expected to work independently and take responsibility for successful delivery of projects. However, HCCA is a collaborative working environment and those projects will require involvement of other HCCA staff, particularly our Multicultural Liaison Officer, as well as our members and external stakeholders. The ability to form and maintain strong working relationships is essential.

Overall accountability will be to the Executive Director.

If you enjoy working with a diverse range of people on important health issues affecting people in our communities, then this is an ideal role for you.

We offer a supportive and energised working environment, ongoing professional development and excellent conditions, including salary packaging options. HCCA is a family friendly employer.


Specific Responsibilities

This position is focussed on health promotion and include community education, training and health literacy.

1. The successful applicant will work with the Consumer and Community Participation Team to:


  • plan, design, conduct and evaluate a variety of health promotion activities for consumers and carers with particular focus in people living with disadvantage, people living with chronic conditions and people from culturally and linguistically diverse backgrounds
  • develop, promote and deliver community information sessions and training to consumers to build levels of health literacy and deliver training to health care professionals and community workers to enhance their understanding of consumer needs
  • involve consumers in assessing the health literacy environment of health services, including signage and wayfinding, systems and processes
  • provide consumer input into patient information materials from ACT Health

2. Coordinate HCCA involvement in community events, Eg Seniors Expo

3. Contribute to HCCA publications, including the newsletter and blog

4. Ensure the collection of data for evaluation of health promotion activities including education and training activities



Responsibilities of all HCCA Staff


  • Have an interest in health care and commitment to the values of the organisation
  • Work within the organisational policies and procedures and the Award
  • Participate in strategic and operational planning processes
  • Contribute to achieving our goals
  • Foster productive relationships with colleagues and our members
  • Work effectively with others, taking personal responsibility for achieving work outcomes
  • Participate in the professional development, including setting of performance measures, skills development plan and performance feedback system
  • Promote HCCA and our achievements
  • Undertake other duties as directed


Selection Criteria

Please note: all applications must specifically address the key selection criteria.


1. Relevant qualifications and/or experience in health promotion and/or community development.

2. Highly developed oral communication skills and experience in group facilitation.

3. Proven ability to establish and build good stakeholder relationships and to network with individuals from other organisations or groups.

4. Demonstrated ability to work independently with minimal supervision as well as within a team, working collaboratively to achieve goals.

5. Highly developed communication skills, including the ability to develop quality documentation, supporting literature, written reports, fact sheets and correspondence in a clear and concise manner.

6. Excellent time management and organisational skills with the ability to multitask, work under pressure and meet deadline.

7. Ability to analyse and contribute to research and policy development.



Position Requirements

Working with Vulnerable People Registration
Hold a current ACT driver’s license


Applicants are encouraged to refer to the HCCA Annual Report 2015-16, our Strategic Plan 2014-2017, the objects of our constitution and the National Statement on Health Literacy.

Applications close Wednesday 25 January 2017 at 4pm.

Only written applications, addressing the selection criteria, will be accepted.

Please mark applications “Private and Confidential” and address them to Darlene Cox, Executive Director, Health Care Consumers’ Association, 100 Maitland St HACKETT ACT 2602 or by email to ..">This email address is being protected from spambots. You need JavaScript enabled to view it..

For more details about this position please refer to the attachment below.


HCCA Project Officer Health Promotion
Popular 139.73 KB
14/12/2016 04:26:57

The Health Care Consumers’ Association (HCCA) of the ACT is an incorporated association. HCCA has a sound governance body and the skills, attitudes, knowledge and level of expertise of the Executive Committee reflect the core value of our members. The Executive Committee is accountable to members, funders and stakeholders and tasked with ensuring that HCCA will meet the objectives set in the Constitution and Strategic Plan.

The Association is governed and controlled by the Executive Committee which is elected by the membership in accordance with the Constitution at the Annual General Meeting. Executive Committee members are appointed for a two (2) year term and cannot serve for more than three consecutive terms. The Executive Committee is comprised of a President, Vice President, Treasurer and six (6) ordinary members. They meet eight times per year.

The Executive Committee is responsible for the governance and strategic leadership of the organisation and making sure each area of HCCA is working towards achieving the aims and objectives of the Constitution of the HCCA. The Executive Committee also ensures compliance with legal requirements and ethical standards. The Executive Director plays a key role supporting the Executive Committee, acting on their decisions and reporting on how HCCA is meeting its objectives.

To know more about each of our Executive Committee members, you can read their EC profiles.


HCCA Constitution

The Constitution was last updated in 2015. The Executive Committee reviews the Constitution regularly to ensure it reflects the governance of the Association.


Strategic Directions

In 2018 HCCA updated the Strategic Plan for 2018 – 2021 in conjunction with the Executive Committee and HCCA members. The input from our members was very useful as they helped us develop meaningful indicators for our strategic goals.

Our Vision

Consumers in control of our own health

Our Mission

Better health outcomes through consumer empowerment


Our Values

We value:

  • Our members’ knowledge, experience and involvement
  • Integrity
  • Collaboration
  • Equity
  • Participation and support
  • Mutual respect
  • Inclusiveness

Our Goals

  1. Effective consumer participation in health policy development and service design, planning, delivery and evaluation of health services
  2. HCCA continues to be a strong and credible voice for consumers on health care
  3. High levels of health literacy in Canberra communities
  4. Our members, staff and stakeholders regard HCCA as a strong and responsive organisation


Annual Reports

Our Annual Reports from 2006 to 2017 are available here.


General Meetings

HCCA’s 2018 Annual General Meeting will be held in November. Details to be confirmed.


Charity Status

HCCA is a health promotion charity and is registered as a charity with the Australian Charities and Not-for-profits Commission (ANCN)


HCCA has developed two steering committees which provide guidance and advice to staff working on different programs. These are our Steering Committees:


  • The Consumer Representatives Program Steering Committee assists with the planning and oversight of activities related to the HCCA Consumer Representative Program and the selection of consumer representatives.

  • The Health Policy Steering Committee provides oversight and advice in relation to HCCA policy submissions to the ACT Health Directorate, Commonwealth Department of Health and other relevant organisations.

The diagram below depicts HCCA’s reference groups and steering committees:






Health Issues Groups are information sessions open to our members and members of the public around areas of interest to our members on various health topics. These sessions are of great value to our members and the community and are often a good way to gain community insight into health programs in the ACT. This occur six times a year. If you’re interested in presenting at one of these sessions please contact our office.

For blog posts about previous health issues groups please check here.