Our clients play a vital role in shaping the delivery of our primary healthcare and wellbeing programs through the feedback they provide, both formal and informal. By listening and adapting our healthcare services, along with the social, emotional, and wellbeing support provided, our team is able to offer an innovative, flexible, dynamic, and unique model of care. This approach led to the establishment of the only day respite service for individuals experiencing homelessness or rough sleeping in Cairns.

We actively engage volunteers with lived experience of homelessness, including individuals from First Nations and non-Indigenous backgrounds, in our staff meetings to encourage diverse contributions. The feedback from clients, volunteers, and our team has greatly influenced our service delivery model and the inclusive culture we have fostered. As a result, clients regularly return for follow-up appointments, reducing the number of Emergency Department visits.

Our existing clients are our primary source of referrals for individuals with complex needs, such as those from First Nations communities, individuals with chronic health conditions, substance use disorders, mental health illness, survivors of domestic violence, or individuals recently released from prison. Our goal is to empower clients towards self-management, and when clients express a need for secure housing, we collaborate with the homelessness sector to support them in achieving their housing goals.