Consumer Rights, Responsibilities, and Participation Policy

1. Policy statement

1.1 Lung Foundation Australia takes very seriously its duty to uphold the rights and responsibilities of consumers, their families, and their carers. Consumers, families, and carers are nurtured and respected by: 

• listening to understand and responding appropriately; 
• enabling informed decisions; and 
• being encouraged to participate in the development and improvement of information and services provided by Lung Foundation Australia  

Definitions

Consumer – any person who is living with a lung disease or lung cancer, members of their family and their carers. We appreciate that for some people living with lung disease and lung cancer they may identify as ‘patients’ however for the work of Lung Foundation Australia we use the term consumer because of the diversity of people who connect with our work.   

Employees – persons employed by Lung Foundation Australia, including volunteers. 

2. Purpose

2.1 The purpose of this policy is to ensure the consumers of the services and programs of Lung Foundation Australia are aware of their rights and responsibilities and what they can expect from their interaction with Lung Foundation Australia.  

2.2 To ensure that consumers are provided with opportunities to participate in the development, improvement and delivery of information, programs and services of Lung Foundation Australia in accordance with the Lung Foundation Australia Consumer Engagement Strategy. 

3. Scope

3.1 This policy applies to all consumers who interact with Lung Foundation Australia. 

4. Policy

Consumer rights

As a consumer, you can expect staff to respect your rights, which you are encouraged to exercise. These rights include the following: 

• To be treated with respect, dignity and privacy while receiving services from Lung Foundation Australia.
• To be given information about support and information services in language and formats that you can understand. This can include referral to culturally appropriate resources where available. 
• To be informed about and understand how Lung Foundation Australia  values your input through regular communication and feedback. 
• To request that another Lung Foundation Australia staff member with the same scope of practice, deliver the service, or provide you with information, if you are not comfortable with any initial interactions.
• To be informed about the type of services available at Lung Foundation Australia to make an informed decision about participation. 
• To be informed about other services outside of Lung Foundation Australia that may be of benefit to you. 
• To expect that no information about yourself will be given to anyone not involved in your care and support, unless you choose to allow that information to be shared or the law requires that information be shared. 
• To make a complaint about any aspect of the support or service with which you are not satisfied. You will be made aware of the complaints procedure and offered assistance and advocacy throughout the process. 
• Not to take part in research studies if you do not want to. This will not affect the support or service that you are provided in any way. 

Consumer responsibilities

In addition to your rights, you also have the following responsibilities: 

• To communicate openly with your medical team and seek specific information about your diagnosis and the treatment you will be receiving as part of your overall care plan. 
• To inform your medical team of any changes you wish to make to your treatment or care, particularly when you believe these changes are relevant. 
• To respect the rights, safety, and wellbeing of other individuals who access Lung Foundation Australia services. 
• To respect the right of Lung Foundation Australia staff to work in a safe and supportive environment. 
• To behave in a manner that reflects Lung Foundation Australia’s principles and values, including respect for diversity. 
• To provide feedback in a constructive and respectful way, avoiding aggressive or inappropriate communication. 
• To disclose any conflicts of interest that may affect your involvement with Lung Foundation Australia. 

Consumer participation

Lung Foundation Australia acknowledges the significant role of consumers in shaping and enhancing the development and delivery of resources and services that provide information and support. Participation of consumers is an essential component of ensuring that the Lung Foundation continues to develop and deliver relevant and high-quality resources and services for consumers. 

This process of consumer participation is based on the following set of principles: 

• Consumers have the right to participate in and have a direct and active role in designing and influencing processes that are relevant and impact their lives. 
• Consumers with relevant skills and experience are offered opportunities to contribute to the work of Lung Foundation Australia, including participation in committees, working groups, and research initiatives.  
• Communication between Lung Foundation Australia and consumers is a two-way process where information is openly shared and exchanged to support meaningful consumer participation. 
• Lung Foundation Australia recognises that consumer engagement needs to have adequate staff support to enable effective participation. 
• Consumers are provided with ongoing support and education to enhance their ability to effectively engage with the opportunities offered by Lung Foundation Australia. 
• Consumers understand that by participating, they share the responsibility for actively contributing to the development, continuous improvement, and delivery of Lung Foundation Australia’s resources, services, and programs.  

How Lung Foundation Australia encourages consumer participation:  

Lung Foundation Australia encourages consumer participation across various levels and focus areas, allowing individuals to engage in ways that reflect their interests and preferred level of commitment. 

The key focus areas are outlined in Lung Foundation Australia’s Consumer Engagement Strategy and include:

• Informing lived experience research undertaken by Lung Foundation Australia to capture the challenges of living with lung disease and lung cancer and opportunities for improvement.  
• Participation on Lung Foundation Australia’s advisory committees 
• Participation in Lung Foundation Australia’s advocacy activities 
• Participation in research activities  
• Sharing lived experience narratives through media and communication channels to raise awareness 
• Supporting fundraising efforts  
• Being community champions and Lung Foundation Australia ambassadors promoting lung health and the work of Lung Foundation Australia. Raising awareness in the community of how people can benefit from the work of Lung Foundation Australia q and the programs offered  

Other opportunities include:

• Receiving direct support through programs and services provided by Lung Foundation Australia;
• accessing educational resources available on the Lung Foundation Australia website;
• participating in educational events such as webinars and information sessions;
• connecting with others who have lived experience of lung disease and lung cancer through the peer support program; and
• opting in to receive regular updates from Lung Foundation Australia through direct communication and newsletters.

5. Related documents

• Consumer Engagement Framework