Why the words we choose shape dignity, trust and outcomes in Australian care services
Language is not neutral in care. The words used by carers, families and organisations directly influence how older Australians and people living with disability experience support.
In Australia, both the Aged Care Quality Standards and the NDIS Practice Standards emphasise dignity, respect and person-centred care as foundational principles (Australian Government Department of Health; NDIS Quality and Safeguards Commission). Communication is central to meeting these standards.
At CCCare, we recognise that better language builds better care.
Why Language Matters in Care
Research consistently shows that communication style affects:
- Emotional wellbeing
- Trust between carer and recipient
- Engagement with services
- Perceived autonomy
- Health outcomes
A systematic review published in BMC Geriatrics found that respectful, person-centred communication improves patient satisfaction and participation in care decisions . Similarly, the Australian Commission on Safety and Quality in Health Care highlights that effective communication reduces risk and improves care quality.
Language influences whether someone feels:
- Valued or diminished
- Included or excluded
- Empowered or dependent
In care environments, these distinctions matter deeply.
From Deficit-Based to Strengths-Based Language
Historically, aged and disability care often relied on deficit-focused descriptions — emphasising limitations rather than abilities.
Examples of Language Shifts
| Deficit-Based Language | Strengths-Based Alternative |
|---|---|
| “She’s a dementia patient.” | “She is a person living with dementia.” |
| “He’s wheelchair bound.” | “He uses a wheelchair.” |
| “The elderly.” | “Older Australians” or “older people.” |
| “Non-compliant.” | “Prefers a different approach” or “has concerns.” |
The shift may seem subtle, but it changes perception from condition-first to person-first.
The Australian Human Rights Commission supports person-first and inclusive language as part of upholding dignity and equality.
Language and the Aged Care Quality Standards
The Aged Care Quality Standards require services to treat consumers with dignity and respect (Standard 1). This includes:
- Supporting identity, culture and diversity
- Enabling informed choice
- Encouraging independence
Language is the delivery mechanism of these principles.
For example:
- Asking, “What matters to you today?” supports autonomy.
- Saying, “Let me help you so you don’t fall” may unintentionally reduce independence if not collaboratively framed.
Organisations that embed respectful communication into staff training are better positioned to meet regulatory expectations.
The Impact on Mental Wellbeing
Social identity and self-worth are influenced by how others speak to us.
Research published in The Gerontologist shows that exposure to ageist language negatively affects older adults’ cognitive and physical performance (Levy, 2009). Repeated subtle language cues can reinforce stereotypes and reduce confidence.
In contrast, affirming communication:
- Supports self-esteem
- Encourages participation
- Reduces social withdrawal
- Builds trust in support providers
This is particularly relevant when addressing loneliness and social isolation, a growing concern among older Australians (Australian Institute of Health and Welfare, 2023).
Cultural and Community Sensitivity
Australia’s ageing population is culturally diverse. Language should reflect:
- Cultural identity
- Preferred forms of address
- Indigenous community respect protocols
- Disability inclusion terminology
The Australian Government’s Diversity Framework in Aged Care emphasises inclusive communication as a pillar of equitable service delivery.
Care improves when individuals feel seen, heard and understood.
Practical Steps to Improve Language in Care Settings
1. Use Person-First Language
Focus on the individual before the condition.
2. Ask, Don’t Assume
Replace assumptions with open questions:
“How would you like to be supported?”
“Is there a way you prefer this to be done?”
3. Avoid Infantilising Speech
Terms like “sweetie” or exaggerated tones may unintentionally reduce dignity.
4. Reflect Strengths and Autonomy
Emphasise capability:
“Would you like assistance?”
“You’re doing well managing this.”
5. Embed Training into Organisational Culture
Communication training should align with:
- Aged Care Quality Standards
- NDIS Code of Conduct
- CCCare’s community values
Organisational Implications
Language shapes culture.
For community organisations like CCCare, intentional communication:
- Reinforces trust
- Strengthens reputation
- Aligns with compliance standards
- Improves client satisfaction
- Reduces complaints
Clear, respectful messaging on websites, brochures and service interactions reflects organisational integrity.
How Language Builds Community
Beyond compliance, language influences belonging.
When seniors are described as:
- “Valued community members”
- “Experienced contributors”
- “Active participants”
It reinforces social inclusion rather than dependency.
Positive language supports the broader goals of healthy ageing, digital inclusion, and community engagement.
Conclusion
Better care is not only delivered through services — it is delivered through words.
Intentional, respectful, person-centred language:
- Upholds dignity
- Strengthens autonomy
- Improves wellbeing
- Builds trust
- Aligns with Australian care standards
At CCCare, we are committed to communication that empowers, includes and respects every individual.
Because how we speak shapes how we care.
FAQ – Frequently Asked Questions
Why is language important in aged care?
Language affects dignity, autonomy and trust. Respectful, person-centred communication improves wellbeing and supports compliance with Australia’s Aged Care Quality Standards.
What is person-centred language in care?
Person-centred language places the individual before their condition. For example, “person living with dementia” rather than “dementia patient.” It reinforces dignity and identity.
How does language affect older adults’ wellbeing?
Research shows that ageist or deficit-based language can negatively influence confidence and health outcomes. Affirming communication improves engagement and emotional wellbeing.
What standards guide respectful communication in Australia?
The Aged Care Quality Standards and NDIS Practice Standards require services to treat individuals with dignity, respect and cultural sensitivity.