Skip to main content

Scope has launched a new multi-million-dollar program to educate and train health professionals on how to effectively communicate with patients with communication disability during medical emergencies. 

Known as Best Care for People with Communication Disability (Best Care), the initiative sees the release of a range of innovative communication tools, resources and training programs.

DSC 5244

Collaborating with emergency healthcare partners

The launch marks the culmination of a five-year collaboration between Scope and its emergency healthcare partners: Ambulance Victoria, Latrobe Regional Health, Triple Zero Victoria, St Vincent’s Health Melbourne, Two Way Street and South Australia Ambulance.

Ambulance Victoria sought Scope’s expertise after many paramedics expressed interest in learning new strategies when communicating with people with disability during emergencies.  

The Best Care project directly addresses this, ensuring that healthcare professionals, from call-takers through to emergency room staff, have the tools they need to confidently and effectively communicate with patients with a communication disability. 

DSC 5361

Kate MacRae, CEO of Scope, said Best Care is an example of how creating more accessible environments can be achieved through meaningful collaboration.    

“Collaborating with organisations in the healthcare sector is essential to creating a more accessible and inclusive environment,” Kate said.  

“It can be a really frightening situation when a person with a disability is in a health emergency, and they are unable to communicate with the health team that are trying to help them. And we know it’s equally difficult for those health teams – who feel unable to provide the best level of care to their patients.  

Best Care is about creating a healthcare environment where people with communication disability can be heard, understood, and respected. These resources will not only help emergency workers communicate more effectively but will also provide patients with the confidence to express their needs clearly during what can be an overwhelming time.”

DSC 4991

Danielle North, Ambulance Victoria Executive Director Regional Operations, said these resources will improve the quality of care provided for people with communication disability during medical emergencies.   

“Ambulance Victoria has been a co-design partner with Scope for these new tools, so they’re made by paramedics, for paramedics,” Danielle said. 

“It’s not uncommon for paramedics to attend a case involving someone with a communication disability or who has difficulty communicating effectively.   

“These tools will eliminate the communication barriers with patients and empower our people to establish a preferred communication method, help them explain what happened, and communicate them through a typical paramedic assessment.”

What do the resources look like?

A suite of accessible education and training resources have been designed as part of the project to bridge communication gaps between people with communication disability and frontline emergency workers.    

The resource pack includes:   

  • Communication book: Featuring pictures, symbols, and key phrases, the book can be used in healthcare settings to help patients convey what is wrong and for healthcare workers to explain the treatment process. 
  • Instructional videos: Teaching healthcare workers and communication partners how to effectively use the available communication tools and strategies. 
  • eLearning modules: Covering essential topics such as ‘Seeing the person, not the disability,’ ‘Communication access and inclusion,’ and ‘Communication tools and strategies,’ these modules help healthcare workers better understand and engage with patients with disabilities. 
  • Communication passport: This document provides critical information about a patient’s needs, including communication preferences, medical history, and mobility requirements, helping healthcare workers quickly understand and respond to individual needs. 
  • Easy English pamphlets: Covering topics such as ‘What happens if an Ambulance comes to get you’ and ‘How to get help in an emergency,’ these materials are aimed at educating people with communication difficulties ahead of time, preparing them for the best possible experience. 
  • 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. 

The resources were co-designed with input from people with lived experience, ensuring their practicality and effectiveness in real-world healthcare settings.

In addition to building the capacity and confidence of healthcare professionals to deliver patient-centred care, Best Care also aims to empower patients with communication disability. 

DSC 5454

Celebrating the national launch of Best Care

Scope launched Best Care alongside its emergency healthcare partners at the Ambulance Victoria Capability Hub in Sunshine North last week.

With the project now launched, it is hoped that every emergency healthcare worker across Australia will undertake the training to ensure more accessible and inclusive care for people with disabilities.    

The Best Care project has been made possible by a $1.9m National Disability Insurance Scheme’s Information, Linkages and Capacity Building Grant. 

DSC 4807
1/8
DSC 4864
2/8
DSC 4901
3/8
DSC 4948
4/8
DSC 5083
5/8
DSC 5218
6/8
DSC 5275
7/8
DSC 5383
8/8

News

Supporter News CEO Message

The past few months have been a very exciting time at Scope, and as our loyal supporters I am delighted to share our news with you.

Kate Mc Rae

News

Keeping your information secure

Recently donor data from some Australian charities was leaked to the dark web after cybercriminals hacked a telemarketing company called Pareto Phone.

Cyber Security 2