Jurisprudence E-Course Module 4: Therapeutic Relationships, Trauma Informed Service Delivery, and Professional Communication Professional Communication

Effective professional communication is a critical factor in the therapeutic relationship. Effective communication can:

  • Improve client experience when accessing professional services,
  • Reduce complaints, and
  • Improve the efficiency of service provision.

According to the SLP and Audiology Competency Profiles (see Module 3), the following minimum abilities with respect to communication are expected of ACSLPA regulated members:

Communicate respectfully and effectively using appropriate modalities:

  • Use language appropriate to the client and context, taking into account age, culture, linguistic abilities, education level, cognitive abilities, and emotional state.
  • Employ environmental and communication strategies to minimize barriers to successful communication, including the use of appropriate modes of communication (e.g., oral, non-verbal, written, electronic).
  • Mitigate language barriers by using translators/interpreters, as required.
  • Recognize and respond to the client’s verbal and non-verbal communication.
  • Use strategies to facilitate a mutual understanding of shared information.
  • Participate respectfully in challenging conversations.

Establish and maintain effective collaborations to optimize client outcomes:

  • Collaborate with the client during all stages of care.
  • Interact effectively with all team members.
  • Communicate one’s professional roles, responsibilities, and scope of practice in collaborative interactions with the client, caregivers, and relevant professionals.
  • Manage misunderstandings, limitations, and conflicts to enhance collaborative practice.
Please see ACSLPA’s Standard of Practice on Communication for information on the minimum requirements for communication in the provision of professional services for SLPs and Audiologists.

Communication practices of regulated members are regulated in ACSLPA’s Standards of Practice and Code of Ethics. It is the responsibility of each regulated member to be aware of the minimum requirements with respect to communication as described in the Standards and the Code and to take any steps necessary to practice within them.

Ineffective professional communication is a common source of complaints to the College. Regulated members should take note of the following which are examples of aspects of service delivery where communication is essential for maintaining the integrity of the therapeutic relationship.

Informed Consent for Services

Regulated members must be sure to obtain informed consent prior to the provision of any professional services. Members must also ensure that conversations around informed consent and service provision include:

  • the nature or purpose of the activity or service;
  • the name of the person most responsible for providing the service;
  • the intended duration of the service;
  • the benefits and risks associated with the service;
  • any alternatives to the service;
  • any likely consequences of delaying or refusing the proposed service;
  • the option to refuse or withdraw at any time without fear of reprisal; and
  • the opportunity to ask and be given answers to questions about the service, and its risk, benefits, or alternatives.

Cient-Centered Services

Regulated members are required to use a client-centered approach to service provision, by putting a focus and priority on the client and their needs. With respect to professional communication, this includes:

  • Ensuring that clients are informed of their service plan and are involved in decision-making and goal planning.
  • Using communication strategies and accommodations to ensure client participation in conversations about their care.

Addressing any issues or concerns with the plan of care with the client as appropriate.

Collaboration

Regulated members are expected to utilize their professional communication skills to collaborate effectively and facilitate client care. This includes communicating openly and respectfully with the client and any professionals involved in the client’s care.

Fees and Billing

Transparency and accuracy are two key considerations of professional communication with respect to fees and billing. Regulated members must:

  • Fully disclose the fee schedules for products/services including fees for assessment and intervention; reports; equipment and any other associated costs.
  • Obtain informed consent for clients’ consent for fees prior to service delivery.
  • Work with the client to correct any fee or billing discrepancies in a timely manner.

Written Communication

Professional communication applies equally to all written communication. Regulated members should be mindful of ensuring their written communication is respectful, mindful of the audience, and free of bias.

Termination of Service

Regulated members have an obligation to conduct themselves professionally during the termination of services with a client. Important considerations for professional communication during service termination include:

  • Having an open discussion with the client (or caregiver), including the reason(s) for discontinuation of services, as well as next steps for the client.
  • Providing the client with adequate notice of service discontinuation, so that there is sufficient time to arrange for service continuity.

For more information on considerations when discontinuing services, please see ACSLPA’s Professional Predicament.

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