Emergency Information

Benalla Health believes that consumer participation is fundamental to ensuring an effective and responsive health service.  Furthermore Benalla Health also recognises that consumer participation is essential to providing information for improvements in individual health outcomes and health service delivery.

Consumers can provide unique and valuable insights into health care due to their own experiences of using the health system as a patient, client or carer and as members of a community. Many consumers understand what is happening within their community and what they might value.

From Benalla Health’s point of view, the participation and feedback from consumers, carers and the community is particularly important to understand:

  • Are we meeting consumer needs?, and;
  • Can we do things better?

Consumer Participation Plan, 2020-2025

To download a copy of the plan, click here

Our Vision:

Supporting a healthy community.

Our Mission:

The purpose of Benalla Health is to facilitate a healthy and resilient community through the provision of integrated, lifelong healthcare services.

Why do we have a Consumer Participation Plan?

Benalla Health’s Consumer Participation Plan outlines how Benalla Health will engage with consumers, carers and the community to help shape health services whilst keeping the community involved and informed. 

There are three levels at which people want to be engaged with Benalla Health:

  • Information: One way communication from Benalla Health to target groups and the broader community.  The information desired is service availability, accessibility, costs and ‘what is happening’ updates.
  • Feedback on current services and making them more appropriate and better for users: This includes specific input on levels of service, what is provided and when, how well it is provided, satisfaction, quality and new ideas. (Involvement can be at the individual level where people participate in making decisions affecting them; at the program level and at the organisational level).
  • Collaboration and involvement in future service planning.


Benalla Health is committed to increasing active engagement and participation from consumers, carers and community members to:

  • Improve the quality of health care and health outcomes for consumers;
  • Ensure that current services are meeting consumer needs, and are designed with consumers to meet future needs and
  • Provide information and feedback for improving services and service delivery.

Strategies and Actions

Strategy One: Clinical Governance and Quality Improvement Systems to Support Partnering with Consumers

  • Systems are designed and used to support patients, carers, families and consumers to be partners in healthcare planning, design, measurement and evaluation.

Strategy Two: Partnering with PATIENTS/CONSUMERS in their own care

  • Systems that are based on partnering with patients in their own care are used to support the delivery of care. Patients are partners in their own care to the extent that they choose.

Strategy Three: Health Literacy

  • Health service organisations communicate with patients in a way that supports effective partnerships.

Strategy Four: Partnering with consumers in organisational design AND GOVERNANCE

  • Consumers are partners in the design and governance of the organisation.