Req 3e - Information Communication

Will Holmes à Court
Will Holmes à Court
Last updated 
Information provided to each client is current, accurate and timely and communicated in 
away that is clear, easy to understand and enables them to exercise choice.

Context
  • Timely and easily understood information is vital for clients to make informed choices. 
  • It’s expected that we communicate clearly and supply helpful resources about their care and services, including the care and services they offer, commitments and obligations.
  • Each client’s needs and abilities will affect the kind of information they need and how it must be communicated. 
  • Sensory impairments, such as vision or hearing loss, are common in older people. 
  • This means it’s vital to provide help or communication aids to make sure sensory impairments do not affect a client’s ability to exercise choice and be a partner in the care and service choices they make.
  • Providing information in an appropriate format, through different channels and in languages clients understand will help clients get the most out of their care and services.
Success Measures
  • HWH identify the communication needs of clients.
  • HWH communicates information to clients with low literacy levels, sensory or hearing impairments, language barriers or poor cognition.
  • Strategies and communication aids HWH uses to adapt communication to meet clients' diverse needs.
  • Staff who provide client information know and understand the care and services offered.
  • Staff can answer any questions clients have,
  • HWH involves clients in developing information-based resources, for example, through focus groups or consultations.
Success Indicators
Clients
  • Clients say they get the right information at the right time and in a way they can understand.
  • Clients say they can access translation services and communication tools when needed, and our staff support them in using these.
  • Clients say they are involved in discussions or meetings and are encouraged to ask questions. Clients say they can make choices and get information about risks, possible outcomes and options when balancing risk and quality of life.
Staff
  • Staff can describe how information is communicated to ensure it’s easy to understand and accessible to diverse clients.
  • HWH managers can describe how often they review client information so it’s current and relevant.
  • Staff can describe how information is combined when multiple organisations provide care and services so each organisation can access current, accurate, timely information.
  • Staff can describe strategies to communicate information to clients with poor cognition. They can also describe strategies to communicate information to clients who need visual aids or hearing assistance.
  • Staff orientation, training, or other records show how HWH supports staff in communicating with diverse clients and meeting this requirement.
Organisation
  • Evidence that each client or their representative has all the information they need to make informed choices and decisions about all aspects of care and services.
  • Evidence of accurate, timely and relevant recording and communication of information.
  • Evidence that HWH provides each client, or potential client, with information that meets their needs, allows them to make informed choices and understands their rights and the services available to them.