Overview
Initiative type
Model of Care
Status
Deliver
Published
June 2026
Summary
Through the Metro North (MN) Health Disability Services Action Plan, MN is implementing a co-designed initiative to improve accessibility, safety and inclusion for staff and our community, including those with hidden disability.
Dates: January 2024 - ongoing
Implementation sites: Metro North Hospital and Health Service
Partnerships: Hidden Disability Sunflower Australia and NZ; Alfred Health (Victoria Health), Peter McCallum Cancer Centre (Victorian Health)
This project was presented as a Poster at CEQ Showcase 2026 (PDF 3.2MB).
Aim
To embed inclusive, accessible, safe, inclusive and respectful care for people with disability and staff with disability across Metro North Health.
Outcomes
- There are five priority areas in Disability Service Action Plan (DSAP): Workforce, Accessibility, Safety/Rights/Respect, Evidence & Data, and Improved Service Delivery.
- Launch and uptake of key initiatives including Julian's Key Health Passport and the Hidden Disabilities Sunflower Initiative.
- 230% increase in MNH staff who identify as having a disability from 2.48% (2023) to 5.75% (2025) through MN ENABLE (Employees Navigating Access Barriers Leadership and Equity) Peer Network growing workforce inclusion.
- Strengthened governance structures and partnership development supporting both people in our community with disability, families / carers of loved ones with a disability and allies.
- The Sunflower Initiative is a key initiative.
Background
DSAP (2024-2029) was codesigned with consumers, families, carers, and MNH staff over 12 months. Prior to DSAP development, engagement with consumers and staff highlighted challenges including inconsistent communication practices, variable accessibility of hospital environments, limited staff confidence in supporting neurodivergent patients, and difficulties navigating complex healthcare systems. The absence of a unified strategy risked ongoing inequity of experience and outcomes.
The DSAP also aligns with national and state disability frameworks, supports Queensland Health's obligations under the Disability Discrimination Act and Human Rights Act, and forms part of MNH's broader 'Prepare to Care' commitment.
By articulating clear Key Performance Indicators (KPIs), governance structures, and training requirements, the DSAP addresses longstanding systemic issues while uplifting workforce capability, patient experience, and clinical safety.
Methods
The sunflower initiative is a key program where people with non-visible disabilities can choose to signal they may need more time, care or adjustments due to their disability.
Discussion
Success factors
The success of the DSAP has been driven by:
- Authentic co design and continuous feedback from people with disability, families, carers and staff. [I-14 | Word]
- Executive sponsorship and alignment with organisational culture change.
- Dedicated workforce development and accessibility initiatives embedded across MNH.
Lessons learned
Key learnings include the importance of:
- Recognising diverse disability experiences, particularly non visible conditions (80% of disability). [20250362_D...h_poster_4 | PDF]
- Embedding lived experience voices early and consistently.
- Ensuring infrastructure and digital environments are designed with accessibility from the outset.
- Allowing adequate lead time for workforce capability building and resource development.
Limitations
- Implementation requires significant cross portfolio coordination and long term commitment.
- Data collection is improving but still evolving.
- Resource variability across sites may impact speed of rollout.
Scalability and future application
The DSAP model, including governance structures, communication tools (JKHP), and workforce inclusion initiatives (MN ENABLE), is highly transferrable to other Hospital and Health Services across Queensland.
Its emphasis on safety, rights and co design aligns with statewide priorities and can support statewide consistent practice.
Next steps
- Progressing organisation wide evaluation of the Sunflower Initiative in partnership with interstate health services. [20250362_D...h_poster_4 | PDF]
- Scaling DSAP implementation across all MNH facilities with annual reporting and KPIs.
- Expanding disability specific training and embedding accessibility audits in routine service planning.
- Strengthening data collection and consumer experience measures for disability.
References
1. Australian Bureau of Statistics (2018). Disability, Ageing and Carers, Australia: Summary of Findings.
2. Queensland Government (2021). Queensland's Disability Plan 2022-2027
3. Metro North Health (2022). Patient Reported Experience Measure.
4. NDIS (2023). Queensland Quarterly Performance Dashboard
Key contact
Shannon Dawson
Disability Program Director
Metro North Hospital and Health Service