A study once found that less than half of hospitalised patients could remember their diagnosis or the names of their medications (IHC 2011).
Additionally, it is estimated that about 50% of patients with chronic illnesses do not take their medication in the way it was prescribed (Kim et al. 2018).
A simple solution for these issues - and others - is the delivery of clear and high-quality information to clients (Ciaglia 2017).
Effectively Communicating Information in Healthcare
Effective communication between healthcare staff and clients is an essential component of providing high-quality and safe care (ACSQHC 2016).
As well as improving client outcomes and satisfaction, effective communication is crucial in preventing errors, unnecessary distress and inappropriate interventions (ACSQHC 2016).
Every client has the right to access clear, timely information about the care they are receiving. You may assume the information you provide is easy to comprehend. Yet, 60% of Australians find it difficult to understand complicated healthcare concepts and information (Ciaglia 2017; CEC 2019).
Furthermore, communication issues are among the most common underlying causes of complaints about Australia’s healthcare system (ACSQHC 2018).
These communication complaints often include:
Poor attitude or manners from staff
Inadequate information
Incorrect or misleading information
Staff not accommodating the client’s special needs.
(OHO 2015)
This suggests there is significant room for improvement.
Some clients, including older adults, are at an increased risk of harm if presented with unclear or complicated information.
What Do Clients Need to Know?
You should clearly communicate the following information to clients:
Their diagnosis and prognosis, and what they mean
Any costs/expenses for the client
Investigation, treatment and/or management options available
Medications (including what they do, dosages and how to use them)
Services available to them
Referrals to other health services
Health literature and education opportunities
How to access their own health information (e.g. care plans, test results)
Their rights
A discharge plan that includes:
Actions the client needs to take towards their health
A treatment plan and medication list
Any future tests or appointments that are needed
Information that needs to be discussed with the client’s GP
What the client should expect at their next place of care (if being transferred)
Warning symptoms and signs to look out for and what to do if they occur.
Understand older people’s unique communication styles, including those with dementia or who have difficulty communicating
Effectively communicate, both verbally and non-verbally, with older people.
(ACQSC 2024)
Naturally, this includes effectively communicating information with the older people in your care.
How to Effectively Communicate Information to Clients
The Australian Commission on Safety and Quality in Health Care lists the following as the essential components of effectively exchanging information with clients:
Fostering relationships
Two-way exchange of information
Conveying empathy
Engaging clients in decision-making and care planning
If clients are not provided with adequate access to clear information, there may be implications such as:
Misdiagnosis
Inappropriate treatments
Poor health outcomes
Hospital sentinel events
Client complaints
Adverse drug events
Readmission
Decreased quality of care
Delayed treatment.
(ACSQHC 2016)
Clients Who are at Higher Risk of Harm
The following clients are at an increased risk of harm if presented with unclear or complicated information:
Aboriginal and Torres Strait Islander people
Older people
People living with disability
People who are homeless
People who are culturally or linguistically diverse
People living with mental illness
People undergoing surgery
Children
People receiving palliative care
People in intensive care units
People with several comorbidities.
(ACSQHC 2016)
It is imperative that these clients are provided with information that matches their level of understanding, and that it is communicated in a clear manner.
Practical Tips for Conveying Information
As identified by the ACSQHC, many clients have a limited understanding of healthcare concepts. Individually gauge each client’s level of understanding and communicate with them accordingly.
Do not assume English proficiency or a client’s level of understanding.
Speak clearly and slowly.
Confirm that clients understand what has been explained to them.
Encourage the client to ask questions.
Improve your own health literacy skills so that you can communicate with clients more effectively.
Ensure the client can demonstrate an understanding of the information provided to them. Consider asking them to repeat it back to you.
Ensure an interpreter is available if required.
Ask the client about their needs and priorities.
Ensure the client is notified if they need any kind of follow-up.
Ensure the client is notified about any warning signs to look out for.
Describe the roles of each member of the care team.
Keep the client informed about their care plan.
Keep the client informed about expected timeframes, tests or procedures that need to be performed, why certain decisions are being made etc.
Check that the client is willing to follow any plans made.
Follow up with the client post-discharge to monitor their progress.
(OHO 2015; Health.vic 2015; ACSQHC 2016)
Conclusion
All clients should be able to access adequate information about their condition and the services available to them. This must be communicated in a clear, easily understandable manner so that clients are well-informed and able to exercise autonomy.
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