Introduction

This project explores the concept of communication accessibility within health care settings. When considering communication accessibility, it is vital to consider the experience of the individual.

The World Health Organisation (WHO) state that individuals with disabilities should not be considered solely by their physical, medical or biological dysfunction. By considering an individuals’ level of activity and participation within his/her social context, more meaningful interventions can occur. This includes focusing on facilitators and barriers within environments (WHO, 2002).

This philosophy is encapsulated by the WHO’s International Classification of Functioning, Disability and Health (ICF) framework. A recent literature review on communication accessibility within the healthcare setting suggested that that this framework should be utilised with any evaluation process in health (O’Halloran, Hickson & Worral, 2008).

WHO International Classification of Functioning, Disability and Health (ICF) Framework

(WHO, 2002)

This project intends to determine the barriers and facilitators to communication accessibility within health care settings. From this, it aims to guide health care facilities to understand their own environment. With this knowledge health care facilities can strive for the most effective communication accessibility.

Aims:

1. To create a product directed towards health care facilities to improve communication access and wayfinding

2. To create guidelines, tools and procedures for best practice that could become the basis for further developments

Rationales:

From the literature and our own observations during on-site visits, there has been shown to be a need for the development of this type of tool. Discussions with professionals and users within the health care system have confirmed the importance of this. As yet a broader audit tool and guidance material for communication accessibility in hospitals is not in widespread use.

Our process 

Our product, CommAID, has been designed to guide health care facilities to understand their own environment, and strive for the most effective communication accessibility.

In order to achieve this, research was undertaken in conjunction with surveys to determine the most effective ways to facilitate these aims. 

The following were the types of information sought, why it was required and how it was gained: 

Symbols survey

To gain further insight into the appropriateness of Allied Health symbols in health care environments, a symbols survey was conducted. This was undertaken with Allied Health staff, members of the general public and individuals with complex communication needs.

Wayfinding surveys conducted with Allied Health staff

Surveys were conducted to gain insights staff experiences regarding communication accessibility. This intended to discover any potential changes staff considered appropriate for their working environment.

Wayfinding surveys conducted with members of the general public and individuals with complex communication needs

Surveys were conducted to gain insights into experiences that people have in large health care settings. This was to ascertain if environmental changes could occur. 

The information gathered in these surveys, in conjunction with the literature review, helped to identify the areas of communication need that required attention. 

Summary of our product 

CommAID is a web-based and hard-copy product, comprised of four major sections: 

Wayfinding 

Symbol-based signage

Readability

Tools

Each of the four major sections contains:

• An introduction section (covering what, why, and how)

• Guidance or discussion material

• A range of useable documents

There are also three further sections within the product:

• Our Resources

Containing documents and tools that were developed as outcomes of the surveys undertaken

• Additional Resources and Further Reading

Guidance information that will assist in the development of documents

• Bibliography

About us

The information contained in this website was developed by the following 4^th Year Speech Pathology students from La Trobe University:

Katie Buckley
Robbie Cameron
Danielle Vellucci

The process of content development was overseen by:

Karen Bloomberg
Human Communication Sciences Lecturer
La Trobe University

Education and Training
Communication Resource Centre
Scope Victoria

David Meade
Southern Health Senior Clinician
South East Sector Acute Speech Pathology Services

Thanks

We are indebted to the following people for assisting us:

Karen Bloomberg and David Meade, who gave us guidance, helped to keep us on track, and gave us feedback based on their unique perspectives of individuals with varying communication needs and acute care settings. We would also like to thank Barbara and Cathy at Scope for their interest and feedback.

Tone Rizza for the website development. It was great to have web design and development explained in a non-technical way. Also to Kain Gardner for helping to pretty technical things up.

Daniel Maffei for the high quality designing of signs, logos, and whatever else was required.

Wendy Macdonald, a hard-working ergonomist who willingly gave her time and energy throughout the project.

Brian Buckley and Katrina Watts for their tireless reviewing efforts and feedback.