Respectful communication and person-centred care

Person-centred care

Person-centred care starts with the person, not the task: their history, culture, preferences, routines and what matters to them today. The Statement of Rights includes the right to care that values and supports a person's identity, culture and background, and respects their experience, including any trauma.

Communication rights

Older people have the right to get information in a way they understand, to communicate in the language or method they prefer — including interpreters and communication aids — and to give feedback and complain without fear of being punished.

In practice

Introduce yourself and explain what you're about to do. Ask before you help. Speak to the person, not about them over their head. Use their preferred name. Allow time to answer. Check hearing aids and glasses are in and working. Never make fun of someone's background, beliefs or health, or talk down to them.

If a person wants to raise a concern or make a complaint, help them do it — including telling them about your provider's complaints process. Threatening or discouraging someone from complaining is unacceptable under the Code of Conduct.