Primary Care Reform: Consumers Get the Job Done

Abstract

In July 2004, three consumer designed Service Information Hubs opened their doors, two in Warrnambool and one in Port Fairy. Health service consumers have driven the South West Primary care Partnership's Consumer Access to Service Information Project from its inception through to the opening of these new services. The project has taken two and a half years, and has seen consumers leading the project through every phase. This article reviews the methods and models of consumer participation used within the project, the use of community development strategies as a facilitator between community and bureaucracy within the health reform context, and the challenges the project faces.