Why confidentiality is important in Support Work
Someone wisely said, “Loose lips sink ships”. While Support Workers are unlikely to find themselves on vessels in danger of going under, the consequences of failing to protect a customer's private and sensitive information can be just as serious.
Confidentiality is a critical part of developing trust between Support Workers and those they care for.
Support Workers operate in a uniquely intimate environment where often vulnerable customers must entrust those who assist them with deeply personal details not only about their health, but also about their lives.
In addition to providing high-level care, Support Workers must also ensure a customer’s rights to privacy are always kept top of mind.
What does the law say?
Under Australian law and Just Better Care policy, all customers have a right to control how their information is collected, used and shared.
Personal and sensitive information, such as lifestyle preferences and family details, must be protected from unauthorised access. Support Workers therefore have a legal responsibility to ensure they obtain permission before sharing any information with others.
Importantly, there are also ethical and moral considerations that must be taken into account.
When customers know their personal information is kept confidential, it helps nurture a trusting relationship between the two parties, and encourages the customer to feel safe and secure in sharing their thoughts, feelings and experiences.
When it comes to a customer’s right to privacy during day-to-day interactions, Support Workers must ensure they uphold their duty of care, from knocking before entering a customer’s room, to asking for permission before initiating physical contact.
What happens if my customer is at risk?
While the general rule is that consent is almost always required, there are a few exceptions that dictate the occasions when information can be shared.
One such exception is when disclosure may be required by law, such as in cases of mandatory reporting for suspected elder abuse.
Another exception is when it is in the interests of public safety. In cases where this is an issue, Support Workers are permitted to share relevant information, including relevant details to a first responder, to prevent a serious threat to life or health.
How else can I protect my customer’s rights to confidentiality?
By virtue of their work environment, Support Workers are able to observe breaches when it comes to their customers’ rights and privacy, and can certainly advocate for them.
By keeping up to date with changes in privacy laws, you will be able to argue on behalf of your customer when rules have been broken, such as when their medical records have been shared without authorisation.
You will also be in a good position to teach them how to fight for themselves when it comes to ensuring their rights are protected, such as suggesting they lay a complaint over the alleged breach to the Office of the Australian Information Commissioner.
Through actively ensuring your customers’ voices are heard, and their needs and rights protected, you can help to create a more inclusive and responsive care environment.
If you are great at maintaining confidentiality and like helping people to become their best selves, you may like to consider a career in Support Work. Talk to the Just Better Care team to find out more.
