Icon for Key Principle 5

PRINCIPLE 5: Communication processes to support person centred care

Communication processes and tools will support person-centred care for the older person throughout their hospital journey and at their transfer of care to the community.

Quality measures and Expected outcomes

Person centred care and safe clinical handover are essential for the continuity, safety and quality of care, particularly for vulnerable older people with complex needs.

To support the key principle of communication to support person centred care, CHOPs recommend the following quality measures and expected outcomes.

Quality measures

System measures

  • “Get to know you” system developed and promoted
  • Process to communicate information with patients, carers and staff
  • Clinical handover includes cognitive status and any recent changes in cognition

Patient measures

  • Care plans for confused older persons (total and percentage)
  • Older persons identified with “get to know you” system (total and percentage)
  • Receives education (Patient/carer survey)

Carer measures

  • Carer satisfaction with consultation about person care, carers feel they have been included as partners in care
  • Carer satisfaction with clear and consistent communication
  • Staff listen to carers
  • Carer receives education

Staff measures

  • Consistent communication strategies including clinical handover
  • Staff know how to communicate with, educate and support patient and carer
  • The needs of the carer and their health and wellbeing are considered and supported

Expected outcomes

  • The older person, their carers and/or family will have access to timely information, education and support that enhances the wellbeing of the older person with confusion and those that support them.
  • Hospital teams will build strong relationships and engage with their local primary care providers, nursing homes, home care agencies and clinics to ensure that adequate information is shared at all stages of the older person’s journey and that the older person is discharged to a safe environment with adequate supports in place.
  • Communication at transitions of care at all stages of the older confused person’s journey in hospital will be efficient and effective between health professionals.
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