Mrs. Lauren Darcy1
1St John WA, Australia
Biography:
Lauren works as a Paramedic in Perth, WA.
Abstract:
Situation
The National Safety and Quality Health Service (NSQHS) standards underscore the importance of effective communication, identification of diverse high-risk groups, and partnering with consumers in their care. For Deaf patients who use Auslan as their primary language, interpreting is widely recognised as the most reliable communication strategy in healthcare settings. However it is rarely available in emergency settings increasing the risk of miscommunication, misdiagnosis, and mismanagement of Deaf patients.
Task
Misrepresentations of Deafness in documentation and poor census data has long concealed accessibility issues well known throughout the Deaf community. To address this anecdotal need, where no data was available to support investment, St John WA (SJWA) prioritised the lived experiences of the Deaf community to support the implementation of a 24/7 Video Remote Interpreting app to its health services.
Action
SJWA partnered with Deaf-owned provider Convo Australia to ensure clinicians could seamlessly access a certified Auslan interpreter through a QR code or direct link. Convo allowed interpreters to assist throughout the care journey, ensuring effective communication. It was piloted at SJWA Urgent Care centres and incorporated into policy and procedures as it was rolled out to all ambulance operations.
Result
Since its launch in January 2024, the platform has been used extensively, logging over 15 hours of interpreting services for Deaf patients and caregivers and creating a new database to track Deaf engagement in ambulance care. The service has become part of SJWA’s business as usual (BAU) processes, setting a precedent for equitable, patient-centred emergency care in Australia.