Effective communication

Good relationships depend on good communication. Effective practice means the psychologist: (a) speaks to clients and associated parties with respect, compassion and honesty; (b) takes account of age, maturity and intellectual capacity and of groups with extra needs, and presents information in a form they can follow; (c) is alert to the client's psychological literacy and adjusts for it; (d) takes every practical step to meet language, cultural and communication needs, using interpreters and translators where needed and noting how those needs affect understanding; (e) where reasonably possible uses interpreters who follow the codes of ethics and conduct of AUSIT (Australian Institute of Interpreters and Translators); (f) checks that clients have understood; (g) encourages clients to learn about their own health and wellbeing and respects whether they choose to join a service or follow advice; (h) passes relevant, timely and accurate client information to practitioners and colleagues within privacy limits; (i) never speaks of people disrespectfully and avoids conduct that could be seen as bullying, harassment or culturally unsafe; and (j) tells everyone involved in the service about (i) the psychologist's role, (ii) the relationship with each party, (iii) how information gathered is likely to be used, (iv) where confidentiality ends, and (v) the financial arrangements.

• Written information sheet or service agreement given at the outset covering role, relationships, information use, confidentiality limits and fees
• Interpreter booking records naming credentialed interpreters
• Notes recording that the client's understanding was checked, including teach-back for key information
• Correspondence to other practitioners showing timely, accurate and privacy-compliant information sharing

• Limits to confidentiality not explained until a disclosure was already needed
• Family members used as interpreters with no record of why
• Fee arrangements explained only at the first invoice