Effective Communication:

Across the Aged Care Continuum

Effective communication: • a priority across the aged care continuum • affects the quality of care, safety, health outcomes and client

satisfaction.

In aged care, effective communication is impacted by: • the variable cognitive functioning of care recipients• capacity dilemmas• unrealistic expectations• cultural and religious considerations, and • multiple stakeholders.

Introduction

This presentation will explore:

• Advantages of open communication from a complaints and compliance perspective

• Our responsibilities under the Aged Care Act 1997• When to communicate with care recipients and their representatives• Who to communicate with• Capacity issues• How to communicate effectively to prevent issues escalating

Overview

A significant percentage of complaints received by the Aged Care Complaints Scheme (the Scheme) relate to poor or less than optimal communication.

Advantages of effective communication:• Residents and representatives feel included and empowered• Care and services are more appropriate and meet needs and

preferences of care recipients• Errors or misconceptions can be rectified quickly• Fewer formal complaints if consulted appropriately

Advantages of open communication channels

Residents rights are:

• to full and effective use of personal, civil, legal and consumer rights

• to full information about own state of health and available treatments

• to be treated with dignity and respect

• to be treated and accepted as an individual, preferences taken into account and treated with respect

• to maintain personal independence

• to maintain control and continue making decisions about personal aspects of daily life, financial affairs and possessions

• to be consulted and have input into decisions about the living arrangements of the residential care service

What are my responsibilities under the AgedCare Act?

Under the Aged Care Act 1997 there is no:

• requirement for an individual assisting a resident to access services to hold powers of attorney or guardianship

• provision specifically authorising a person to act as a representative of a care recipient.

The term ‘representative’ is defined in different contexts in:

• the Quality of Care Principles

• the Records Principles 1997, and

• the User Rights Principles 1997.

Who should I communicate with?

• A ‘representative’ is:

• a nominee of the care recipient

• a close relation, next of kin or other relative of the care recipient who is concerned for the safety, health and wellbeing of the care recipient, or

• a person that holds enduring power of attorney, or appointed by the State and Territory guardianship board.

• Where possible, involve the care recipient in communications.

• For communicating with CALD communities, see the ‘The Multicultural Palliative Care Guidelines’ (produced by Palliative Care Australia with funding from the Department).

Who should I communicate with? (cont.)

Open and frequent communication is important throughout the aged care continuum:

• Pre – Admission• Admission• Changes in Care Needs• Changes to Medications• Restraint and Behaviour Management• Incidents and Accidents• Palliative Care & Advance Care Planning• End of Life Care

When should communication be a priority?

• Care recipients with varying levels of cognitive impairment still possess the capacity to make decisions and contribute views about their care.

• ‘The Capacity Toolkit’ provides a guide to assessing a person's capacity to make legal, medical, financial and personal decisions (NSW Department of Attorney General and Justice).

Capacity versus cognitive impairment

• Communication should be: two way involve an appropriate level of consultation

• Communication channels should be negotiated with all parties, on a case by case basis.

• Include the care recipient, where possible, as well as the representatives.

Summing up: How to communicateeffectively to prevent issues escalating