A Common Complaint: A Lack of Consultation and Communication
Effective care services go beyond just knowledge and expertise, but rather include a holistic and systematic approach that incorporates client interaction and experience.
Inadequate communication is often an underpinning cause of many issues and is associated with worse clinical and psychosocial outcomes.
Communication Failures
Each quarter, The Aged Care Quality and Safety Commission publishes a Sector Performance Report. For at least two years now, ‘Lack of consultation and communication’ has topped this list of the ‘Top 10 Complaint Issues in Home Care’.
This is consistent with our work with providers across Australia. At LPA, our advice is often sought when a complaint is received by the Aged Care Quality and Safety Commission. Complaints data is something we always review when we support our clients. Although it may not feel like it, complaints can be a blessing in disguise as it shines a light on key issues. Circumstances where complaints have revolved around communication and a lack of consultation are highly diverse. Common examples range from not contacting consumers when there are changes to days or times for visits, to the higher end of making decisions about the care and services for consumers without their input or consultation. Examples such as these represent inadequate communications protocols and a lack of knowledge regarding the need for consultation and communication.
In our experience, the most significant factor is that the workforce lacks the skills and knowledge to have honest conversations that need to be had. This leads to avoidance of conversations, minimal communication, or making decisions without input from the consumer. This inevitably leads to frustration, dissatisfaction and lack of trust in the provider. It is this perceived breach of trust that leads the consumer to believe they are not being heard and the provider will not address their issue. It is at this point that they feel they have no alternative other than to escalate their complaint to the Commission.
How to improve communication with those in care
Of all the areas to make complaints, ‘Lack of consultation and communication’ is one of the most easily preventable. The reverse side of the ‘Lack of consultation and communication’ is to consult and communicate. That sounds logical, but we recognise that it is not that simple. Our internal research shows that consultation and communication on day-to-day matters are relatively straightforward. However, it is communication regarding difficult issues that is most likely to lead to a formal complaint. Difficult issues could encompass the capacity to remain independent, unsafe choices, sexuality, end of life, health issues and more. Most people struggle with tackling difficult conversations in all aspects of their life, let alone such conversations that could involve life or death situations for a client. Nevertheless, these conversations need to be had and staff need to be equipped to effectively communicate and provide consultation to their clients and their families with empathy and understanding.
This prompted us to offer a webinar to equip staff with practical strategies and tools to enable them to confidently prepare for and handle difficult conversations.
Our webinar How To Have Difficult Conversations With Clients on the 16th of August 2022 will explore the following learning outcomes:
- Describe emotional responses experienced by consumers and the workforce
- Define the 10-step approach for difficult conversations
- Apply the guidelines for breaking ‘bad’ news
- Describe a strengths-based approach to opening questions
- Outline conversational strategies that empower consumers
- Explain approaches to managing and overcoming negative reactions
- Describe techniques for transforming difficult conversations into positive outcomes
