Choice and Independence Begins with Communication

For many older Deaf Australians, accessing aged care isn’t simply about finding support, it’s about finding support that allows them to communicate, make choices and remain connected to the world around them.

Yet language accessibility remains an overlooked aspect of aged care, with many Deaf people and their families still facing significant barriers to receiving services that truly meet their needs.

Canberra-based provider QuestCare is helping to challenge that by making the decision to recruit Auslan-fluent support workers, recognising that meaningful communication is fundamental to delivering safe, person-centred care. Rather than expecting Deaf Australians to adapt to existing models of care, QuestCare is adapting its workforce to better reflect the people it supports.

We spoke with General Manager of QuestCare Simone Blackwood about why accessible communication matters, the impact it has on independence and dignity, and why she hopes more aged care providers across Australia will see language access as an essential part of quality care.

QuestCare has made the decision to recruit Auslan-fluent support workers to better support deaf older Australians. What inspired that commitment, and why was it important for your organisation?

As a local, family-operated provider, our core philosophy is built around transparency, listening to our clients, and providing genuine choice and control. We work across aged care, disability and other key community services, operating 24/7 to ensure our clients are supported, safe and cared for in a way that suits them on a personal level. When we welcomed our new participant, we knew that standard care models wouldn’t cut it. True person-centred care isn’t just about ticking boxes for daily tasks; it requires a deep, shared understanding.

Communication is at the heart of quality care. How does being able to communicate directly in Auslan help older deaf people maintain their independence, dignity and connection to those around them?

When an individual relies on an interpreter or basic gestures for everyday tasks, they lose a layer of autonomy. Having a support worker who speaks Auslan fluently allows for good conversations, jokes, and immediate expression of needs or choices.

It preserves personal dignity by removing the frustration of being misunderstood. Direct communication empowers Deaf Australians to be the authors of their own daily lives, fostering a genuine, human connection with their support team rather than simply receiving a service.

Families want confidence that their loved ones will be understood as well as cared for. What difference do you believe accessible communication makes to the experience of both deaf residents and their families?

It brings immense peace of mind. Families carry a heavy emotional burden when they worry that their loved one is isolated or unable to express discomfort, frustration, or joy.

Accessible communication changes the entire dynamic from survival to thriving. When a family sees their loved one interacting seamlessly and sharing a laugh with a support worker, it restores trust.

They can step back and simply be family again, knowing safety and emotional wellbeing are fully covered.

Recruiting Auslan-fluent staff is a meaningful investment in inclusion. What message do you hope this sends to the deaf community and to others considering aged care services?

We hope it sends the message that you should never have to compromise on your identity or language to receive high-quality support.

The Deaf community deserves to see themselves represented and accommodated within the care sector. To others considering care services, we want to show that providers can bend to fit the specific linguistic and cultural needs of the individual, rather than expecting the individual to compromise to fit the provider.

We know, from personal experience, that ‘one size fits all’ is simply not true.

Looking ahead, do you hope QuestCare’s approach encourages more aged care providers across Australia to consider how accessible communication can become a standard part of person-centred care, giving deaf Australians greater choice as they age?

Absolutely. Language access should be viewed as a fundamental right, not a niche luxury.

As our population ages and diversifies, the demand for culturally and linguistically accessible care will only grow. We hope that by sharing our journey, we can show other providers across Australia that tailoring support around Auslan is entirely achievable and deeply rewarding.

Accessible communication also needs to become an industry standard within Aged Care so that older Deaf Australians can age with the dignity, community, and true choice they deserve.

Share your story

If you would like to share your story about deaf or hard of hearing support in aged care facilities, please send us an email
hello@deafnessforum.org.au