4.1 Introduction
Relationships based on respect, openness, trust and good communication will support you to work in partnership with your patients.
4.2 Doctor–patient partnership
A good doctor–patient partnership requires high standards of professional conduct. It involves:
- 4.2.1 Being courteous, respectful, compassionate and honest.
- 4.2.2 Treating each patient as an individual.
- 4.2.3 Protecting patients’ privacy and right to confidentiality, unless release of information is required or permitted by law.
- 4.2.4 Encouraging and supporting patients and, when relevant, their carer or family, to care for themselves and manage their health.
- 4.2.5 Encouraging and supporting patients to be well informed about their health and to use this information wisely when they are making decisions.
- 4.2.6 Recognising that there is a power imbalance in the doctor–patient relationship, and not exploiting patients in any way, including physically, emotionally, sexually or financially.
4.3 Effective communication
Effective communication is an important part of the doctor–patient relationship. It involves:
- 4.3.1 Listening to patients, asking for and respecting their views about their health, and responding to their concerns and preferences.
- 4.3.2 Encouraging patients to tell you about their condition and how they are currently managing it, including any other health advice they have received, any prescriptions or other medication they have been prescribed and any other conventional, complementary or alternative therapies they are using.
- 4.3.3 Informing patients of the nature of, and need for, all aspects of their clinical management, including examination and investigations, and giving them adequate opportunity to question or refuse intervention and treatment.
- 4.3.4 Discussing with patients their condition and the available management options, including their potential benefit and harm and material risks.
- 4.3.5 Endeavouring to confirm that your patient understands what you have said.
- 4.3.6 Responding to patients’ questions and keeping them informed about their clinical progress.
- 4.3.7 Taking all practical steps to ensure that arrangements are made to meet patients’ specific language, cultural and communication needs, and being aware of how these needs affect patients’ understanding.
- 4.3.8 Familiarising yourself with, and using whenever necessary, qualified language interpreters to help you to meet patients’ communication needs. Government-funded and fee-for-service interpreter services are available.12
4.4 Confidentiality and privacy
Patients have a right to expect that doctors and their staff will hold information about them in confidence, unless release of information is required or permitted by law. Good medical practice involves:
- 4.4.1 Treating information about patients as confidential.
- 4.4.2 Appropriately sharing information about patients for their healthcare, consistent with privacy laws and professional guidelines about confidentiality.
- 4.4.3 Accessing an individual’s medical record only when there is a legitimate need.
- 4.4.4 Using consent processes, including forms if required, for the release and exchange of health information.
- 4.4.5 Being aware that there are complex issues related to genetic information and seeking appropriate advice about its disclosure.
- 4.4.6 Ensuring that your use of digital communications (e.g. email and text messages) and social media is consistent with your ethical and legal obligations to protect patient confidentiality and privacy and the Board’s social media guidance.13
4.5 Informed consent
Informed consent is a person’s voluntary decision about medical care that is made with knowledge and understanding of the benefits and risks involved. Good medical practice involves:
- 4.5.1 Providing information to patients in a way they can understand before asking for their consent.
- 4.5.2 Obtaining informed consent from the patient or where the patient does not have the capacity, from their substitute decision-maker and taking into account any advance care directive (or similar) before you undertake any examination, investigation or provide treatment (except in an emergency), or before involving patients in teaching or research.
- 4.5.3 Ensuring that your patients are informed about your fees and charges in a timely manner to enable them to make an informed decision about whether they want to proceed with consultations and treatment.
- 4.5.4 When referring a patient for investigation, treatment or a procedure, advising the patient that there may be additional costs, which patients may wish to clarify before proceeding.
4.6 Children and young people
Caring for children and young people brings additional responsibilities and challenges for doctors. Good medical practice involves:
- 4.6.1 Placing the interests and wellbeing of the child or young person first.
- 4.6.2 Ensuring that you consider young people’s capacity for decision-making and consent.
- 4.6.3 Ensuring that, when communicating with a child or young person, you:
- treat them with respect and listen to their views
- encourage questions and answer their questions to the best of your ability
- provide information in a way they can understand
- recognise the role of parents or guardians and when appropriate, encourage the young person to involve their parents or guardians in decisions about their care.
- 4.6.4 Being alert to children and young people who may be at risk, and notifying appropriate authorities, when appropriate.
4.7 Aboriginal and Torres Strait Islander health and cultural safety
4.7.1 Aboriginal and Torres Strait Islander health
Aboriginal and Torres Strait Islander Peoples have inhabited and cared for the land as the first peoples of Australia for millennia, and their diverse histories and cultures have uniquely shaped our nation. Aboriginal health means not just the physical wellbeing of an individual but refers to the social, emotional and cultural wellbeing of the whole community in which each individual is able to achieve their full potential as a human being, thereby bringing about the total wellbeing of their community. It is a whole-of-life view and includes the cyclical concept of life-death-life.14
Understanding and acknowledging factors such as colonisation and its impact on Aboriginal and Torres Strait Islander Peoples’ health, helps inform care. In particular, Aboriginal and Torres Strait Islander Peoples bear the burden of gross social and health inequity. It is for these reasons that cultural safety in the context of Aboriginal and Torres Strait Islander health needs to be specifically considered.
4.7.2 Cultural safety for Aboriginal and Torres Strait Islander Peoples
Good medical practice supports the health of Aboriginal and Torres Strait Islander Peoples, including cultural safety. For Aboriginal and Torres Strait Islander Peoples, the National Registration and Accreditation Scheme’s definition of cultural safety is as follows.
Cultural safety is determined by Aboriginal and Torres Strait Islander individuals, families and communities.
Culturally safe practice is the ongoing critical reflection of health practitioner knowledge, skills, attitudes, practising behaviours and power differentials in delivering safe, accessible and responsive healthcare free of racism.
To ensure culturally safe and respectful practice, medical practitioners must:
- Acknowledge colonisation and systemic racism, social, cultural, behavioural and economic factors which impact individual and community health;
- Acknowledge and address individual racism, their own biases, assumptions, stereotypes and prejudices and provide care that is holistic, free of bias and racism;
- Recognise the importance of self-determined decision-making, partnership and collaboration in healthcare which is driven by the individual, family and community;
- Foster a safe working environment through leadership to support the rights and dignity of Aboriginal and Torres Strait Islander people and colleagues.
4.8 Cultural safety for all communities
Section 4.7 (above) defines cultural safety for Aboriginal and Torres Strait Islander Peoples specifically for their status as First Nations Peoples. Culturally safe and respectful practice is also important for all communities.
Australia is a culturally and linguistically diverse nation.
Culturally safe practice requires you to understand how your own culture, values, attitudes, assumptions and beliefs influence your interactions with patients and their families, the community, colleagues and team members.
Culturally safe care acknowledges the social, economic, cultural, historic and behavioural factors influencing the health of individuals, communities and populations. It is characterised by respect for the diverse cultures, beliefs, gender identities, sexualities and experiences of people, including patients and their families, colleagues and team members.
Cultural safety involves understanding what individual patients and/or their family believe is culturally safe. Culturally safe and respectful practice requires genuine efforts to adapt your practice as needed, to respect diversity and avoid bias, discrimination and racism. It also involves challenging assumptions that may be based on, for example, gender, disability, race, ethnicity, religion, sexuality, age or political beliefs. Culturally safe practice, like all good medical practice, does not require doctors to provide care that is medically unsafe or inappropriate.
Doctors can create a positive, inclusive, culturally safe work environment by practising in a way that is culturally safe and supports the rights, dignity and safety of others.
4.9 Patients who may have additional needs
Some patients (including those with impaired decision-making capacity) have additional needs. Both capacity and needs may fluctuate over time. Good medical practice in managing the care of these patients involves:
- 4.9.1 Ensuring that you reassess a patient’s decision-making capacity when indicated.
- 4.9.2 Encouraging supported decision-making by patients with impaired capacity, to enable them to participate in the decision-making process, as far as possible.
- 4.9.3 Paying particular attention to communication.
- 4.9.4 Being aware that increased advocacy may be necessary to ensure just access to healthcare.
- 4.9.5 Recognising that there may be a range of people involved in a patient’s care, such as carers, family members, a guardian or other substitute decision-maker, and involving them when appropriate or required by law, being mindful of privacy considerations.
- 4.9.6 Being aware that these patients may be at greater risk.
4.10 Relatives, carers and partners
Good medical practice involves:
- 4.10.1 Being considerate to relatives, carers, partners and others close to the patient, and respectful of their role in the care of the patient.
- 4.10.2 With appropriate consent or where otherwise permitted, being responsive in providing information.
4.11 Adverse events
When adverse events occur, you have a responsibility to be open and honest in your communication with your patient, to review what has occurred and to report appropriately. When something goes wrong you should seek advice from your colleagues and from your professional indemnity insurer. Good medical practice involves:
- 4.11.1 Recognising what has happened.
- 4.11.2 Acting immediately to rectify the problem if possible, including seeking any necessary help and advice.
- 4.11.3 Explaining to the patient as promptly and fully as possible in accordance with open disclosure policies, what has happened and the anticipated short-term and long-term consequences.15
- 4.11.4 Acknowledging any patient distress and providing appropriate support.
- 4.11.5 Complying with any relevant policies, procedures and reporting requirements.
- 4.11.6 Reviewing and reflecting on adverse events and implementing changes to reduce the risk of recurrence (see section 8).
- 4.11.7 Reporting adverse events to the relevant authority, as necessary (see section 8).
- 4.11.8 Ensuring patients have access to information about the processes for making a complaint (for example, through the relevant healthcare complaints commission or the Medical Board).
4.12 When a complaint is made
Patients who are dissatisfied have a right to complain about their care. When a complaint is made, good medical practice involves:
- 4.12.1 Acknowledging the patient’s right to complain.
- 4.12.2 Providing information about the complaints system.
- 4.12.3 Working with the patient to resolve the issue, locally where possible.
- 4.12.4 Providing a prompt, open and constructive response, including an explanation and, if appropriate, an apology.
- 4.12.5 Ensuring the complaint does not adversely affect the patient’s care. In some cases, it may be advisable to refer the patient to another doctor.
- 4.12.6 Complying with relevant complaints law, policies and procedures.
- 4.12.7 Reflecting on the complaint and learning from it.
4.13 End-of-life care
Doctors have a vital role in assisting the community to deal with the reality of death and its consequences. In caring for patients towards the end of their life, good medical practice involves:
- 4.13.1 Taking steps to manage a patient’s symptoms and concerns in a manner consistent with their values and wishes.
- 4.13.2 Providing or arranging appropriate palliative care, including a multi-disciplinary approach whenever possible.
- 4.13.3 Understanding the limits of medicine in prolonging life and recognising when efforts to prolong life may not benefit the patient.
- 4.13.4 Understanding that you do not have a duty to try to prolong life at all cost. However, you have a duty to know when not to initiate and when to cease attempts at prolonging life, while ensuring that your patients receive appropriate relief from distress.
- 4.13.5 Accepting that patients have the right to refuse medical treatment or to request the withdrawal of treatment already started.
- 4.13.6 Respecting different cultural practices related to death and dying.
- 4.13.7 Striving to communicate effectively with patients and their families so they are able to understand the outcomes that can and cannot be achieved.
- 4.13.8 Encouraging advance care planning and facilitating the appropriate documentation, such as an advance care directive (or similar).
- 4.13.9 Taking reasonable steps to ensure that support is provided to patients and their families, even when it is not possible to deliver the outcome they seek.
- 4.13.10 Communicating bad news to patients and their families in the most appropriate way and providing support for them while they deal with this information.
- 4.13.11 When your patient dies, being willing to explain, to the best of your knowledge, the circumstances of the death to appropriate members of the patient’s family and carers, unless you know the patient would have objected.
- 4.13.12 Sensitively discussing and encouraging organ and tissue donation with the patient’s family, when appropriate and consistent with legislation and accepted protocols.16
4.14 Ending a professional relationship
In some circumstances, the relationship between a doctor and patient may break down or become compromised (e.g. because of a conflict of interest), and you may need to end it. Good medical practice involves ensuring that the patient is adequately informed of your decision and facilitating arrangements for the continuing care of the patient, including passing on relevant clinical information.
4.15 Providing care to those close to you
Whenever possible, avoid providing medical care to anyone with whom you have a close personal relationship. In most cases, providing care to close friends, those you work with and family members is inappropriate because of the lack of objectivity, possible discontinuity of care, and risks to the patient and doctor. In particular, medical practitioners must not prescribe Schedule 8, psychotropic medication and/or drugs of dependence or perform elective surgery (such as cosmetic surgery), to anyone with whom they have a close personal relationship.
In some cases, providing care to those close to you is unavoidable, for example in an emergency. Whenever this is the case, good medical practice requires recognition and careful management of these issues.
4.16 Closing or relocating your practice
When closing or relocating your practice, good medical practice involves:
- 4.16.1 Giving advance notice when this is possible.
- 4.16.2 Facilitating arrangements for the continuing medical care of all your current patients, including the transfer or appropriate management of all patient records. You must follow the law governing health records in your jurisdiction.
12The Australian Government Translating and Interpreting Service (TIS) can be contacted on 131 450, or via the website: www.tisnational.gov.au. Aboriginal and Torres Strait Islander fee-for-service language interpreters are available through state based services, e.g. Northern Territory Aboriginal Interpreter Service (also services border regions of SA and WA), available at: https://nt.gov.au/community/ interpreting-and-translating-services/aboriginal-interpreter-service, Aboriginal Interpreting WA, available at http://aiwaac.org.au/ and 2M Language Queensland, available at www.2m.com.au. The National Auslan Interpreter Booking and Payment Service is available at: www.nabs.org.au.
13Social media: How to meet your obligations under the National Law issued by the Medical Board of Australia, available at: www.medicalboard.gov.au.
14National Aboriginal Health Strategy Working Party (1989), National Aboriginal Health Strategy, Canberra.
15Australian Commission on Safety and Quality in Health Care (2013) The Australian open disclosure framework www.safetyandquality.gov. au/our-work/open-disclosure/the-open-disclosure-framework/.
16Resources are available for medical practitioners including NHMRC (2016) Ethical guidelines for transplantation from deceased donors www.nhmrc.gov.au/guidelines-publications/e76, Transplantation Society of Australia and New Zealand (TSANZ) (2016) Clinical guidelines for organ transplantation from deceased donors https://donatelife.gov.au/resources/clinical-guidelines-and-protocols/clinical-and- ethical-guidelines-organ-transplantation and NHMRC (2010) National protocol for donation and cardiac death https://donatelife.gov. au/resources/clinical-guidelines-and-protocols/national-protocol-donation-after-cardiac-death-2010.