Advocating for the people you support in healthcare settings can be complex and challenging. Clear, effective communication is essential to ensure the people you support receive the best possible care and that healthcare providers understand and respect their unique needs. Here, we’ll unpack common barriers support professionals face and offer actionable strategies to enhance communication with healthcare professionals.
Medical Jargon and Complex TerminologyChallenge: Healthcare providers often use medical terminology that can be difficult for non-medical professionals to understand.
Solution: Don’t hesitate to ask providers to clarify terms or simplify explanations. Repeating information back in your own words can also confirm understanding, avoiding potential misunderstandings.
Time Constraints and Limited Interaction
Challenge: Healthcare providers often work on tight schedules, limiting the time they can spend with patients and their support professionals.
Solution: Prepare a concise list of questions and concerns before appointments. By organising your thoughts in advance, you can make the most of the limited time, ensuring that critical points are addressed.
Varied Communication Styles
Challenge: Differences in communication styles and expectations between support workers and healthcare providers can lead to misunderstandings.
Solution: Be clear and direct with your questions, and actively listen to the provider's responses. Practising active listening helps bridge any communication gaps, showing respect for the provider’s expertise while ensuring your client’s needs are heard.
Underestimating the Role of Support professionals
Challenge: Healthcare providers may not always fully understand or appreciate the role support professionals play in the lives of the people they care for.
Solution: Politely but confidently explain your role in the person’s care. Emphasise your knowledge of the person’s day-to-day condition and your insights into their physical and emotional needs. Sharing specific examples can illustrate your essential role in the person’s overall care.
Be prepared
Before appointments, write down a list of topics you’d like to discuss, including symptoms, behaviours, and any recent changes in your client’s health. Preparation helps ensure nothing crucial is overlooked and it demonstrates your commitment to the person’s care.
Document Key Information
Maintain clear, factual documentation about the client’s health changes, medications, and concerns. This record can provide valuable context and evidence when speaking with healthcare providers, especially if new symptoms or issues arise.
Ask Questions and Seek Clarification
Don’t be afraid to ask questions to fully understand the healthcare provider’s recommendations. Remember, it’s your responsibility to ensure that the person you support receives ongoing safe and effective care.
Practice Empathy and Patience
Empathy builds a positive rapport with healthcare providers, especially when emotions run high. Show understanding of their time pressures and ask questions respectfully, creating a collaborative approach to your client’s care.
Establish a Professional Rapport
Developing a respectful and professional relationship with healthcare providers can make future interactions more effective by promoting shared understanding. Consistency in your communication style and a respectful tone contribute to building mutual respect.
Reframe Information for Clarity
To ensure understanding, repeat key information back to the provider, rephrasing it in simpler terms if necessary. This can help verify that you’ve correctly understood the provider’s instructions, minimising errors and miscommunication.
"...it’s your responsibility to ensure that the person you support receives ongoing safe and effective care..."
As a support professional, you are often the voice for the person who may not be able to communicate their needs or preferences effectively. Here’s how you can ensure their voice is heard:
Present Concerns Factually and Respectfully
Describe symptoms, behaviours, and needs objectively. When possible, provide examples that highlight the impact on the client’s daily life to help providers grasp the significance of the issues raised.
Encourage Client and Family Involvement
If appropriate, involve the person’s family in healthcare discussions. This can help healthcare providers better understand the person’s preferences and personal context.
Stay Calm Under Pressure
Medical environments can be fast-paced and stressful. Remaining calm, respectful, and confident during interactions will not only ease communication but also support a positive outcome for your client.
Follow Up on Appointments
After a healthcare visit, confirm any new instructions or care guidelines with the healthcare provider if needed. This additional communication ensures that you have the right understanding of any next steps for the client’s care.
Effective communication with healthcare providers is essential for disability and aged care support professionals, who often bridge the gap between clients and medical professionals. By preparing ahead, practising patience and empathy, and confidently advocating for your client’s needs, you can help ensure they receive the care and attention they deserve. Fostering a collaborative relationship with healthcare providers ultimately benefits everyone involved—especially the individuals you support.
