The South Metropolitan Health Service (SMHS) provides hospital and community‑based care to a quarter of Western Australia’s population, covering nine local government areas. In delivering healthcare, SMHS serves consumers from diverse backgrounds; across the catchment, consumers speak 137 languages at home and identify with 205 ancestries. Every day, staff support culturally and linguistically diverse (CaLD) consumers navigate complex health systems, often in the face of language barriers, varied health literacy, and other access challenges.

Against this backdrop, SMHS partnered with Janali & Co. to develop its second Multicultural Action Plan (MAP). The resulting plan clearly articulates SMHS’s commitment to delivering culturally responsive services and fostering an organisational culture where every staff member can thrive.

This was a comprehensive project that engaged almost all members of the Janali & Co. team. We designed and delivered a comprehensive engagement approach, crafted surveys and interview tools, analysed rich qualitative and quantitative data, and mapped the sequence of actions needed to drive meaningful change.

The MAP has strengthened SMHS’s understanding of the power of diversity, both within its workforce and in the community it serves. It reinforces that diversity is an organisational asset that enhances SMHS’s ability to meet the needs of all health consumers. Developed through a collaborative, data‑driven process, the MAP aligns with the WA Multicultural Policy Framework and sets a clear pathway to 2030: a future where SMHS is known for culturally responsive care, fostering a diverse and inclusive workforce, and cultivating a culture of respect and inclusion.