CASE STUDY: NORTH WESTERN MELBOURNE PRIMARY HEALTH NETWORK

SNAPSHOT 

Project: Deliberative community panel to develop recommendations for improving access to primary health care for multicultural communities 

MosaicLab’s role: Codesign and facilitation of engagement 

Host organisation: North Western Melbourne Primary Health Network 

Timeframe: February – April 2024 

Participants: 23 panel members and 10 staff members involved as speakers, engagement support or observers 

 

OVERVIEW

North Western Melbourne Primary Health Network (NWMPHN) works to improve access to primary health care across Melbourne’s north, west and inner city. Their catchment includes more than 1.9 million residents, who speak more than 200 languages.  

In partnership with local providers, NWMPHN identifies gaps and co-designs solutions, with a focus on delivering person-centred, high-quality care - especially for those most at risk.  

In early 2024, NWMPHN engaged MosaicLab to co-design a process that would help the organisation design future programs for improving access to primary health care for people from multicultural communities.  

A community panel was established and through a series of 4 sessions, the panel focused on collaboratively refining and finalising ideas surrounding key topics, with an emphasis on practical application and preparation for NWMPHN’s funding submission. 

 

FAST FACTS

 

KEY CHALLENGES & Success factors 

The process needed to involve a broad representation of community voices and focused discussions on understanding the primary health system and identifying barriers to access. 

MosaicLab supported participants with access to a tailored GPT tool, helping them engage with background materials and making complex information more accessible. 

Even though I have a number of family members having different cultural backgrounds, I still found that I had a lot to learn.
— Community Panel participant

THE PROCESS  

RANDOM STRATIFIED RECRUITMENT  

The panel included people residing across the region, a range of ages, genders and cultural identities.

METHODOLOGY 

Participants met over four sessions, beginning with an in-person meet and greet. This was followed by two main deliberative panel sessions and concluded with an online recall session.  

Participants were invited to respond to the question: 

How can we make it easier for people from multicultural Melbourne to get primary health care?

The panel was encouraged to provide: 

  • recommendations for solutions that make it easier for all people to get the right primary health care 

  • ideas for funding proposals to meet the needs of different communities in the NWMPHN region. 

Initially, participants revisited and built upon their insights by working in small groups, identifying common themes and developing their ideas further.  

INNOVATIONS 

Participants had access to a custom GPT AI system created for the community panel to assist them to explore the background reading materials and relevant research. 

(My biggest takeaway from being on the community panel was) the importance of involving the community in answering questions or finding solutions.
— Community Panel participant

OUTCOMES  

Participants developed a final panel report which was presented to decision-makers and used by NWMPHN write their submission to the federal government to receive more funding. 

This work has informed NWMPHN’s approach to community engagement and program development, particularly in building community capability. NWMPHN currently has a place-based project underway, supporting communities to improve their health through collective action. The project draws on existing strengths and resources, using participatory strategies to place communities at the centre of designing and delivering solutions. 

MosaicLab developed a process report that outlined the methodology undertaken and detailed all outcomes, which can be viewed here. 

The participation from the community panel and the dedication from the MosaicLab team meant we were able to get genuine insight from the community and submit our proposal on time.

Personally, for me, the most significant outcome was being a part of such a hands-on experience and learning so much about the process and what is possible to achieve in such a short amount of time.
— Semee Park, Former Project Support Officer, NWMPHN
From the outset, the panel was grounded in a shared commitment to shaping better health outcomes for all communities. A common thread was the recognition that community involvement is not just a ‘nice-to-have’, but essential, especially when addressing complex challenges like health equity.
— Jody Kingston, Senior Facilitator, MosaicLab
It was inspiring to see such a diverse group come together with curiosity and care to explore the real challenges, barriers and potential solutions in accessing primary health care for CALD communities. Their insights were thoughtful and gratefully received by NWMPHN.
— Naomi Oosting, Senior Facilitator, MosaicLab
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