Responsible Information Delivery and Management
Published: 13 June 2023
Published: 13 June 2023
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).
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 one of the most common underlying causes of type of complaints about Australia’s healthcare system (ACSQHC 2018).
These communication complaints often include:
(OHO 2015)
This suggests there is significant room for improvement.
The importance of effectively communicating information to clients is outlined in several of the Aged Care Quality Standards, which apply to all government-funded aged care services: Standard 1: Consumer Dignity and Choice, Standard 2: Ongoing Assessment and Planning with Consumers, Standard 3: Personal Care and Clinical Care and Standard 6: Feedback and Complaints.
You should clearly communicate the following information to clients:
(Queensland Health 2017; ACSQHC 2016)
The ACSQHC lists the following as the essential components of effectively exchanging information with clients:
(ACSQHC 2016)
Read: Communication Skills
If clients are not provided with adequate access to clear information, there may be implications such as:
(ACSQHC 2016)
The following clients are at an increased risk of harm if presented with unclear or complicated information:
(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.
(OHO 2015; Health.vic 2015; ACSQHC 2016)
Under Australian privacy laws, clients are able to request access to their own health information from a health service provider. This information can only be requested by the client or a person they have authorised. This request may be rejected in some situations, for example, if it would threaten somebody else’s privacy or safety (OAIC 2023).
Healthcare providers are bound by law to maintain the privacy of client health information. Clients must provide consent for this information to be discussed with or passed on to other parties. The information must also be stored in a manner that protects the privacy of clients (Better Health Channel 2015).
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.
Question 1 of 3
What percentage of Australians have difficulty understanding complicated healthcare concepts and information?