Enhancing Care for Older People - Health Service Executive

4.8 Person-centred language exercise
The language that is used within a healthcare setting reflects the level of person-centredness
within the practice area. Language includes the spoken and written word as well as body
language. A language learning activity can identify what language is most acceptable,
less acceptable or unacceptable. This is usually agreed with the involvement of all staff.
The use of ‘demeaning’ language, although not intended to hurt, can be distressing to
adults receiving care. Using words such as ‘cot sides’, ‘nappies’, ‘beakers’, ‘bib’s etc. can be
offensive. The use of terms of endearment is also often tolerated by older people but can
depersonalise them and be unintentionally disrespectful. So words like ‘darling’, ‘love’, ’pet’,
‘granny’, ‘granddad’ etc. are not used in a person-centred culture and need to be challenged
when they do occur in any context. If nurses or healthcare assistants are asked what name
they prefer to be addressed by, they are unlikely to say ‘love’ or ‘pet’. Healthcare teams have
a responsibility to challenge each other if the correct terms are not being used. Challenge
in PD is always respectful and supportive. For members of the healthcare team, terms of
endearment can be demeaning and hierarchical without intent and sometimes with intent.
This is not conducive to person-centred culture. Not referring to colleagues by their names
and referring to them as ‘the girls’ or ‘the lads’ is not person-centred and can indicate a
lack of respect. Regardless of the intention of the person using these words, individuals
generally prefer others to use their given name. Other words/terms such as ‘feeding’, ‘feeds’,
‘toileting’, ‘heavies’, ‘the lifts’ etc. also de-personalise older people. In a person-centred
culture, nurses, healthcare assistants and other support workers recognise that adults/older
people need assistance with their meals and not ‘feeding’; individuals are assisted to the
toilet and not toileted; individuals are not referred to as objects such as ‘feeders’, ‘heavies’
and other demeaning terms. All individuals, both residents and members of the healthcare
team should be treated with dignity and respect.
The following framework will provide the basis for the person-centred language exercise to
be carried out. The aim is to assist members of the healthcare team explore person-centred
language in their day to day work of caring for residents, while interacting together to put in
place processes where this language becomes the culture of the organisation.
Person-centred language exercise:
• Identify a facilitator to lead the exercise.
• Discuss the aim and purpose of this exercise together as a team and plan to involve
older people.
• Provide short information sessions to discuss the aim and purpose of the exercise and
answer any questions; this will provide a basis for the work to proceed. A short leaflet
may be used to share information with staff.
• Use a flip chart and identify one or more members of the team to take responsibility for
their respective working area.
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