Community of Interest
Handbook 2013
Table of Contents
1 Introduction
3
1.1 Your Information
3
1.2 Metro South Health
3
2 Participating
4
2.1 Your Role
5
2.2 Participation Process
5
2.3 Training
6
3 Your Conduct
7
3.1 Queensland Public Service Code of Conduct
7
3.2 Conflict of Interest
7
3.3 Confidentiality
7
4 Supporting You
8
4.1 Support Staff and Debriefing
8
4.2 Reimbursement
8
4.3 Complaints and Concerns
9
5 Resources
10
6 Glossary
10
Appendix 1
11
If you do not have internet access or cannot
view any of the included web links in this
document, please phone 07 3156 4977 and
we will post a hardcopy of the document to
Community of Interest members.
Community of Interest
Page 2 of 13
1 Introduction
This guide has been developed to assist members of the Community of Interest (COI) understand
their role, expectations and processes when participating in Metro South Health activities.
1.1 Your Information
Volunteering to be part of the Metro South Community of Interest means that your personal details
will be added to the Community of Interest database. Your personal details will remain
confidential, and will only be used for the purposes of consumer engagement activities coordinated by Metro South Health.
Furthermore, your details can be removed from the Community of Interest database at any time on
your request.
1.2 Metro South Health
As a member of the Metro South Community of Interest (COI), you have the opportunity to receive
information and participate in a wide range of topics relating to Metro South health services
including acute facility based care, oral health, mental health and community based care.
Metro South Health’s major services comprise:
 Princess Alexandra
Hospital
 Beenleigh Community Health
Service Centre
 Logan Central Community
Health Service Centre
 QEII Hospital
 Browns Plains Community
Health Service Centre
 Eight Mile Plains Community
Health Service Centre
 Logan Hospital
 Coorparoo Community Health
Service Centre
 Redland Health Service
Centre
 Beaudesert Hospital
 Inala Community Health
Service Centre
 Redland Residential Care
 Redland Hospital
 Wynnum Health Service
Centre
 Marie Rose Centre Dunwich
 South Brisbane Dental
Hospital
 QEII Hospital Dental Clinic
 Logan Central Dental Clinic
 Redland Dental Clinic
 Logan Hospital Dental Clinic
 Yeronga Dental Clinic
For more information please refer to http://www.health.qld.gov.au/metrosouth
In addition, details of relevant facilities and services will be provided prior to your involvement in
their activities.
Community of Interest
Page 3 of 13
Metro South Health is working with the Greater Metro South Brisbane Medicare Local (GMSBML)
to ensure that consumers and communities have the opportunity to provide informed feedback
regarding health services in this area. To ensure that our efforts are co-ordinated, we will, at times
send you information and requests on behalf of the GMSBML. The GMSBML is an organisation
which has a role in coordination and integration of services, as well as supporting General
Practitioners.
For more information on the GMSBML please refer to http://www.gmsbml.org.au
2 Participating
You can accept or decline any offer to participate, or the change the level of COI membership at
any given time. There are 3 main levels of engaging:
Information provision
You will receive information such as service updates and
newsletters via e-mail where an e-mail address has been
provided. If you do not have an e-mail account, we will post a
hard copy to you.
Time limited activities
These activities may be one-off activities or may require
involvement over a defined time period. Time limited activities
may include
 focus groups
 publication reviews
 working parties
 information sessions
(Participation)
Depending on the type of activity, an Expression of Interest
(EOI) or invitation will be forwarded to you via e-mail where
an e-mail address has been provided. If you do not have an
e-mail account, we will post a hard copy to you.
Committee Representative
(Participation)
Through membership on committees, you will provide input
into service improvement activities, service design, quality
and safety reports and monitoring and evaluation activities.
By registering to participate in ‘Time Limited Activities,’ or as a ‘Committee Representative,’ you
will automatically receive information updates and invitations to participate in time limited activities.
Community of Interest
Page 4 of 13
2.1 Expectations of COI members participating in activities
The role of a consumer representative is to provide a consumer perspective. This often differs
from a bureaucratic, service provider, industry, academic or professional perspective. If you are
participating in a Metro South Health ‘Time Limited Activity’ or as a ‘Committee Representative,’
your role is to:

Protect the interests of consumers, service users and potential service users

Present how consumers may think and feel about certain issues

Contribute consumer experiences

Understand the political, economic and other constraints impacting on the health system

Provide feedback to the community regarding the activity

Act as a watchdog on issues affecting consumers

Upholding the Queensland Public Service Code of Conduct (see section 3.1)
 Participate in any relevant mandatory training (see section 2.3)
 Maintain confidentiality (see section 3.3)
 Express any grievance, concerns or dissatisfaction to Metro South Health Community &
Consumer Engagement Team in the first instance (see page 8)
2.2 Participation Process
For less formal ‘Time Limited Activities’ you will have the opportunity to be involved in various
activities without responding to an ‘Expression of Interest,’ such as online surveys and information
sessions. For formal ‘Time Limited Activities’ or any ‘Committee Representation,’ generally an
Expression of Interest (EOI) will be circulated to members. The process of selecting a consumer to
participate is as follows:
Step 1: Expression of Interest forwarded to COI members
The expression of interest may include information such as:
 The purpose, aim and scope of the committee’s work
 Time commitment
 A brief application form
Step 2: Selection of COI member/s to participate
 Metro South Health Consumer & Community Engagement Team compile EOI
applications
 COI members that best meet selection criteria are contacted and invited to
attend a brief informal interview
Community of Interest
Page 5 of 13
Step 3: Completion of requirements and checks
 Consumer & Community Engagement team carries out a Criminal History
Check for the successful COI member/s
Step 4: Induction and Orientation with Metro South Health
 Training (see section 2.3) will be provided once your Expression of Interest has
been successfully completed.
 You may also be required to sign a Confidentiality Agreement during orientation
(see section 3.3).
Step 5: Participate
 Depending on the type of activity you are participating in, there will be different
support methods to assist you (see section 4).
Step 6: Evaluation
 At the end of the time period specified in the EOI, an evaluation will be
conducted to determine your level of satisfaction with participating in the Metro
South activity. This evaluation will help to inform how we undertake future
engagement processes.
2.3 Training
If you have been selected to participate following an Expression of Interest process, you may be
provided with the following training which will take around 3 hours at a Metro South facility –
location can be negotiated.
Metro South Health Training
a)
Health and Safety Orientation (mandatory)
b)
Code of Conduct (mandatory)
c)
First Response Evacuation Instruction/Fire Safety (mandatory)
Committee Specific Information
You will also be provided specific orientation for the activity or committee you will be
working with. This may include:
Community of Interest

The purpose, aim and scope of the committee’s work

Terms of reference

Meeting schedule
Page 6 of 13
Other training and professional development opportunities for COI members may also be
available. COI members will be informed of these opportunities as they arise and be provided with
the necessary details.
3 Your Conduct
In addition to the key functions of your role, there are expectations relating to how you participate
in Metro South Health. By working with, or in Metro South Health, either in a paid or volunteer role,
you are bound by the Queensland Public Service Code of Conduct and the Confidentiality
Guidelines (Part 7) of the Health and Hospital Network Act 2011.
3.1 Queensland Public Service Code of Conduct
It is important to familiarise yourself with this Code and it’s expectations for integrity and
impartiality, management of conflicts of interest, delivery of a high standard of behaviour and
personal conduct, maintenance of appropriate relationships and use of official resources
appropriately. Prior to formal participation in an activity, you will receive training that provides an
overview of the Code as part of your orientation.
The Code is available here http://www.premiers.qld.gov.au/publications/categories/policies-andcodes/code-of-conduct.aspx
3.2 Conflict of Interest
A conflict of interest can occur when there is a real or perceived conflict between a person’s duties
and responsibilities and their private interests or the interests of other roles they may hold in the
community. A conflict of interest may prejudice or be seen to prejudice a person’s ability to
perform their duties and responsibilities objectively. A conflict of interest can also be based on a
perception or an appearance that a participant’s own interests could improperly influence the
performance of their duties, and whether or not this is in fact the case.
While conflicts of interest cannot always be avoided, they do need to be identified and disclosed.
The minimum requirement for all conflicts of interest is that they must be openly and formally
voiced.
3.3 Confidentiality
As a consumer representative, there is particular emphasis on confidentiality because being
involved in committees and other work with health services means you may come into contact with
patient details and other information which must remain confidential.
Community of Interest
Page 7 of 13
No information must be given to any other person, whether directly or indirectly, that can identify
another person who may have been, or is, a patient of a public sector health service.
In addition, it is expected that other information that is not publicly available be treated as
confidential by consumer representatives.
To participate in certain activities you may be required to sign a confidentiality agreement. If you
do not wish to sign the agreement, this will exclude you from being able to participate in that
particular activity.
Upon ceasing work as a consumer representative, the expectation continues that you must not
give to any other person, directly or indirectly, any information which you were prohibited from
passing on during your role as a consumer representative.
4 Supporting You
4.1 Support Staff and Debriefing
Opportunities will be provided for debriefing with the committee, activity organisers and/ or
Consumer and Community Engagement Team. The Consumer and Community Engagement
Team are also available to answer any questions you have regarding your participation or any
other aspects relating to membership of the COI.
Consumer & Community Engagement Team
2404 Logan Rd
Eight Mile Plains Q 4113
e metro_south_engagement@health.qld.gov.au
p 3156 4975
4.2 Reimbursement
If you participate in a Metro South Health activity as a member of the COI, you may be eligible for
reimbursement
of
travel
expenses.
You
may
also
be
provided
with
professional
development/training to It is Metro South Health’s position that no consumer or community
member should be financially disadvantaged as a result of participating in engagement activities.
Community of Interest
Page 8 of 13
To claim reimbursement of your travel expenses, you must provide details of your travel. This can
include:

Distance (in kilometres travelled) - if by car

Receipt of public transport ticket

Receipts for parking expenses
Please refer to Appendix 1 for more details, including rates per kilometre payable to you for car
travel.
4.3 Complaints and Concerns
You have the right to express grievances, concerns or dissatisfaction to health service staff with
the operations of the health service or consumer representative program without the fear of
reprisal of adverse consequences.
If you have a concern or complaint about a task, another consumer representative, patient or staff
member:

discuss the matter immediately with the relevant program coordinator

if the program coordinator is unable to resolve the matter they will seek input from the
Consumer & Community Engagement Team

feedback on the outcome will be provided to you
If a complaint is received about your performance:

the relevant program coordinator will discuss the issue of complaint with you and seek to
resolve any problems

should issues still exist, or feel you are not receiving fair treatment, the Consumer &
Community Engagement Team may become involved to seek an appropriate resolution
For any complaints, concerns, or positive feedback regarding direct patient care, the Metro South
Consumer Liaison Service is available. If you need to make a complaint or wish to provide positive
feedback about healthcare provided at a Metro South facility, contact the Community & Consumer
Engagement Team (see page 8) and we will refer you to the appropriate department.
Community of Interest
Page 9 of 13
5 Resources
Resources for Consumer Representatives – Consumers Health Forum of Australia
https://www.chf.org.au/resources-for-representatives.php
Consumer Representatives Handbook - Health Consumers Queensland
http://www.health.qld.gov.au/hcq/network_reps/cons_handbook.pdf
6 Glossary
Activity – an organised opportunity for you to be involved in Metro South Health. It may include,
but is not limited to, information sessions, meetings, discussion groups, phone interviews/surveys,
online surveys, committee representation
COI (Community of Interest) – a collection of people who have chosen to register with Metro South
Health; they will be forwarded information and updates regarding Metro South Health, as well as
opportunities to provide feedback and participate in health service design and evaluation activities
Debriefing – you discuss with another individual your feelings about an activity or process that has
just occurred
EOI (Expression of Interest) – a process whereby you register your interest in participating in an
activity by submitting the necessary application
Participation – when you choose to be involved in a Metro South Health activity as a member of
the COI
Community of Interest
Page 10 of 13
Appendix 1
METRO SOUTH HEALTH
PROCEDURE MANUAL
Section:
Support
Procedure No. 42222/v1/03/2013
Procedure Title: Reimbursement of Consumers Participating in Engagement Activities
Review Officer: Director, Consumer and
Community Engagement
Review Summary: Version 1.0
Applicable To: All Staff
Date Introduced: 1 January 2013
Next Review Date: 30 June 2014
Authority: Metro South Hospital and
Health Board
………………………………………
Signature of Authorising Officer
Purpose:
Metro South Health values the contribution that consumers,
carers and community representatives make in its planning
and decision making processes. Metro South Health wishes to
ensure that consumers and community members are not
disadvantaged or prevented from engaging in committees,
meetings and forums because of the cost involved in such
engagement.
The purpose of this policy is to:

Assist consumers and members of the community to
participate in committee meetings and other relevant
Key Words: reimbursement,
meetings and forums arranged by Metro South Health or
consumer, engagement
any of its facilities;
References:
 Ensure that public funding is used appropriately and in
accordance with the principles of sound financial
management;
 Be consistent with the Queensland Government
Remuneration Guide for Non-Board Members on Board Committees, Ancillary Boards and
other Advisory and Consultative Bodies.
Replaces: New procedure
The reimbursement provided is not intended to completely compensate participants for out of
pocket expenses or loss of earnings.
Scope



This policy applies to all Metro South Health staff who are involved in the management of
meetings and activities that require the services of consumer, representatives.
The policy does not cover broad, population based consumer and/or community
engagement conducted by Metro South Health.
Consumers who are representing an organisation as a paid employee shall not be entitled
to receive reimbursement under this policy.
Principles
The following principles apply:

Support: Consumers engaging with Metro South Health may be supported to participate in
formal professional development activities such as seminars, conferences or workshops, to
ensure meaningful engagement with Metro South Health.
Community of Interest
Page 11 of 13

Accessible and Inclusive: Reimbursement of reasonable out of pocket expenses incurred in
order to participate in formal Metro South Health activities may be made on the submission of a
claim form and receipts.

Mutual Respect and Value: Metro South Health staff may provide reciprocal training benefits in
recognition of the expertise provided by consumers and communities.

Accountability: Remuneration for engagement activities shall not be paid unless otherwise
approved by Metro South Health Executive and/or Board
NOTE: For Welcome to Country procedures, please refer to ‘Welcome to Country Protocol’
Procedure:
a) Types of Reimbursement
1.1 Consumers who are formally appointed and who sign a Consumer Engagement
Agreement, may be reimbursed for engagement activities undertaken with Metro South
Health on approval through the following incentives:


Travel Expenses incurred as a result of the engagement activity, including:
o Parking
o Public transport
o Road Tolls
o Taxi Vouchers
Mileage: Metro South Health will reimburse participants for mileage incurred in travelling
from their place of work or residence (whichever is less) to the location of the meeting
and return.
Professional Development required to ensure meaningful engagement occurs, including:
o Seminars
o Workshops
o Conferences
Procedure:
1) Director Consumer and Community Engagement confirms with consumer the
reimbursement they are eligible for prior to appointing consumer to approved engagement
activity.
2) Set consumer/ community member up as a vendor:
a. QH staff member sets up consumer as vendor by having consumer fill in Electronic
Funds Transfer (EFT) payment request form and QH staff member then forwards
this to Accounts Payable
http://qheps.health.qld.gov.au/fammis/service/forms/eft_payment_request.pdf
3) Complete General Purpose Voucher:
a. Original receipts are required for all reimbursements with the exception of mileage
(refer Procedure for Reimbursing Mileage below). Metro South Consumer and
Community Engagement Team completes General Purpose Voucher (GPV) attaches all relevant receipts and forward to Accounts Payable for processing.
http://qheps.health.qld.gov.au/fammis/service/forms/gen_purpose_vch.xls
4) Submit claim for approval
a. Metro South Health Consumer and Community Engagement team validates claim
with designated MSH consumer contact.
b. Metro South Health Consumer and Community Engagement team Submit claim to
Metro South Health Accounts Payable.
c. Accounts Payable processes GPV and deposits reimbursed funds into Consumers
bank account
Community of Interest
Page 12 of 13
Procedure for Reimbursing Mileage
Reimbursement for mileage can be claimed using two methods by the consumer
completing log books and providing documented evidence of travel of consumers.
Secondly by using whereis.com to calculate mileage, it is recommended that the option of
“Fastest without Tolls is selected”.
If log books are not kept then Whereis.com must be used as supporting evidence.
a) Whereis.com should be used as the distance calculator for all consumers entitled to
receive a motor vehicle reimbursement from either work or residence whichever is
less..
b) A screen print off of the distance calculated by whereis.com is to be attached to
each claim for verification of the use of this tool.
NOTE: Where possible consumers are requested not to use tolls.
Details regarding Whereis.com can be found in the FMPM section 6.14.3.2
http://qheps.health.qld.gov.au/metrosouth/executive/docs/fmpm.pdf
c) Reimbursement of mileage will be calculated based on the below prices:
Motor vehicle allowances (as per Directive No. 14/10 Motor Vehicle
Allowances)
Automobiles
1600cc and less
1601cc to 2600cc
2601cc and over
Automobiles – Rotary Engine
800cc and less
801cc to 1300cc
1301cc and over
Motorcycles
250cc and under
Over 250cc
Amount (cents per km)
63.0c
74.0c
75.0c
63.0c
74.0c
75.0c
25.2c
30.0c
Supporting Documents:
Authorising Procedures:
 Vehicle Mileage Allowances (BP10) Finance in Practice, Taxation Unit, General Tax
 Directive No. 14/10 Motor Vehicle Allowances
 Metro South Health Welcome to Country Protocol
Evaluation Method:
 Ongoing compliance with this policy will be monitored by the Metro South Board.
 Expenditure in relation to this procedure will be monitored by Planning, Engagement and
Reform Unit.
Community of Interest
Page 13 of 13