Improving Communication Access in Emergency Healthcare
With around one in seven Australians experiencing a communication challenge at some stage in their lives, paramedics and emergency personnel often encounter situations where effective communication with patients is difficult to establish. Lack of practical communication tools and targeted training for emergency healthcare workers can amplify the barriers to communication during critical moments, potentially affecting the quality of care and health outcomes.
I once had an experience during the COVID-19 pandemic where I had to go to the hospital in the middle of the night. My family called for an ambulance. However, when the paramedics arrived at home they said that no-one could come in the ambulance or into the hospital as it was during lockdown. It was my first time in an ambulance. Actually, it was the first time in a hospital by myself. I didn’t know what was happening to me medically and I was nervous.
My family told the paramedics to give me time to prepare my messages using my communication device, and that I’m able to understand everything they say to me. During the trip to the hospital one of the paramedics spoke to me to keep my mind occupied. When we got to the hospital, during their handover, the paramedics told the nurses and doctors how to communicate effectively with me. This was passed onto every new Doctor and Nurse that looked after me. The hospital staff spoke directly to me and I could get my message across. This really helped to settle my nerves and make it as positive as it could be.
However, I wonder what would happen if I didn’t have my communication device? These tools can be the bridge for people with Communication Access Requirements, as they can communicate with healthcare professionals about what is happening to them.
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When accessing all mainstream services, communication access is critical. People with communication access requirements can often tell you what they are experiencing for themselves. They don't need to rely on others guessing what is happening and potentially missing any major problems. It is especially important in the emergency healthcare setting, as people are usually unwell, under stress, frightened about what’s happening to them, or very vulnerable in these settings. Understandably, communication can be compromised in these settings.
If people can’t get their message across and explain what is happening to them, it can have unpleasant, harmful, or even disastrous consequences for their health. As someone with a communication disability I know that triple 0 call takers, paramedics, doctors, and nurses, are all in these lines of work because they care about people. They generally have the right attitude. They just need training in effective communication strategies, and access to practical tools in their toolkits to know how to confidently communicate more effectively with any patient.
That’s why I got involved in the “Best Care for People with Communication Disabilities” project which enhances the confidence and skills of healthcare teams while empowering patients to articulate their needs, promoting trust and respect in emergency situations.
Led by Scope Australia, along with their valued partners including Ambulance Victoria, the project provides emergency healthcare personnel with the tools, training, and resources needed to support patients with communication access requirements, resulting in improved health outcomes.
From making the initial call to admission to the emergency room, The Best Care Project enables patients to communicate their needs effectively, promoting trust and respect during vital moments. A suite of communication tools and an eLearning package were co-designed with paramedics, emergency department staff and people who have communication access requirements to ensure that outputs were practical for the real world. A Communication Book, Key Word Sign poster and Easy Read booklets along with instructional videos form a suite of resources ready to be used to support effective communication in emergency healthcare situations.
It is my hope that one day that all emergency health care workers receive training in communication access across Australia and the tools to support effective communication. Communication is a basic human right.
Free Downloadable Resources
Easy English pamphlets
- These materials are aimed at educating people with communication difficulties ahead of time, preparing them for the best possible experience.
Click to download: "How to get help for a health emergency"
Click to download: “What happens when an ambulance comes to help you?”
Click to download: “How to stay safe in hot weather”
Key word sign poster
Developed by Key Word Sign Australia, this poster includes key emergency-related signs to support communication between patients and healthcare workers.