A guide for healthcare professionals
Australia’s health system is widely regarded as among the best in the world, but is that how patients see it?
Healthcare practitioners told us they wanted to hear more from patients, in their own words, so they could better respond to patient needs. In part 1 of the 2024-25 NAB Health Insights Special Report it’s clear that Australians are largely satisfied with the care they’re receiving, but there’s still work to be done. Here we focus on ways to improve patient outcomes uncovered in the research, giving you actionable insights to help you meet your patients’ needs.
In today's healthcare landscape, delivering exceptional patient care goes beyond clinical expertise. It requires a holistic approach including communication, collaboration, and seamless administrative processes. For healthcare professionals and clinic staff, focusing on these key areas can significantly enhance patient outcomes while creating a more efficient practice environment.
Active Listening and Empathy: The foundation of quality care
Active listening forms the cornerstone of effective patient relationships. When patients feel heard and understood, they're more likely to share crucial information about their symptoms and concerns. Practice maintaining eye contact, avoiding interruptions, and reflecting back what you've heard to confirm understanding. Show empathy by acknowledging patients' emotions and validating their experiences, even when they seem anxious or frustrated.
Actionable tip: Asking patients to repeat information in their own words, ensuring they've understood your guidance.
Patients say…
Do Australians believe health practitioners really listen to them and what would make them feel more listened to?
Many spoke of taking more interest in them “as an individual”, understanding that “I live with my condition”, not being “put in box because of my medication”, being more “supportive of alternative views” and less “patronising and condescending”, asking more questions about “my thoughts on what is happening”, being more talkative and building rapport, and more eye contact.
2024-25 NAB Health Insights Special Report (Part 1)
Shared Decision Making: Empowering patients as partners
Involving patients in their care decisions leads to better treatment adherence and satisfaction. Present treatment options clearly, explaining the benefits and risks of each approach. Encourage questions and respect patients' preferences and values when developing care plans. This collaborative approach helps patients feel more invested in their health journey.
Actionable tip: Create simple decision-making tools or visual aids that help patients weigh different treatment options based on their priorities and lifestyle.
Culturally Sensitive Care: Respecting diversity in healthcare
Understanding and respecting cultural differences is essential for providing inclusive care. Take time to learn about your patients’ cultural backgrounds, beliefs about health and illness, and communication preferences. Be aware of potential language barriers and consider using professional interpreters when needed. Respect religious or cultural practices that may influence treatment decisions.
Actionable tip: Develop cultural competency by attending workshops or training sessions and create multilingual resources for common procedures or conditions in your practice where appropriate.
Translating Complex Medical Information
Medical jargon can be overwhelming for patients. Practice explaining diagnoses, procedures, and treatment plans in plain language so that patients can understand. Use analogies, visual aids, or written materials to reinforce key concepts. Check for understanding regularly and encourage patients to ask questions without feeling embarrassed.
Actionable tip: Develop a library of patient-friendly handouts that explain common conditions and procedures in simple terms, complemented by diagrams or illustrations.
Patients say…
Do practitioners use language that patients can easily understand and what more could be done?
“slowing down when talking”, less jargon, asking if they have any questions and ensuring the patient understands what they have been told, offering more printed information with more “flyers to take home” and providing “reference materials that I can follow up on by myself”, being “more personable and less aloof and distant”, understanding that “people have different comfort and boundaries”.
2024-25 NAB Health Insights Special Report (Part 1)
The Power of Collaboration and Interdisciplinary Care
Modern healthcare thrives on teamwork. Foster strong relationships with colleagues across different disciplines to ensure comprehensive patient care. Regular team meetings, clear communication channels, and shared patient records help coordinate care effectively. Each team member brings unique expertise that contributes to better patient outcomes.
Actionable tip: Set up regular case review meetings where team members can discuss complex patients and share insights from their respective specialties.
Streamlining Administrative Processes
Efficient administrative systems directly impact patient experience and outcomes. When claiming processes are streamlined, patients spend less time on paperwork and more time focusing on their health. HICAPS helps eliminate the administrative burden by processing healthcare claims at the point of care, reducing patient wait times and improving cash flow for practices.
By implementing these strategies alongside HICAPS, healthcare professionals can create an environment where patients feel valued, understood, and confident in their care journey. The result is improved patient satisfaction, better health outcomes, and a more rewarding practice experience.
Get more insights into what patients want from their health practitioners by reading the 2024-25 NAB Health Insights Special Report – Health practitioners through the eyes of patients.
2024-25 NAB Health Insights Special Report (Part 1) and Webinar | Business Research and Insights
Important information
This article is intended to provide general information only. It does not replace professional or medical advice. You should obtain advice relevant to your circumstances from a qualified professional.
HICAPS’ healthcare claiming services are subject to terms and conditions that are accessible on HICAPS’ website at: https://www.hicaps.com.au/support/hicaps-agreements.
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