Carer partnerships, the overlooked strategy for practice improvement
Strong partnerships with unpaid carers lead to better patient outcomes, soother communication, and more efficient care delivery. Carers Australia’s National Carers Week is the perfect time to reflect on how small changes within your practice can make a big difference, not just for carers, but for your patients and your wider team.
“When carers are recognised as part of the care team, everyone benefits; patients, staff, and carers alike,” says Kendall Schutz, Director of Nexus Co. Solutions. “It improves communication, reduces duplication, and helps practices deliver safer, more coordinated care.”
Unpaid carers: the hidden workforce of care
Across Australia, more than three million people care for someone close to such as a parent, partner, child or friend who needs daily help and support. These unpaid carers organise appointments, manage medications, provide transport, and offer emotional care.
Their work keeps our health and community systems going. Yet many carers still feel overlooked or left out of decisions about the person they care for.
Why caring about the carers matters
Carers bring valuable knowledge and insight. They know the person’s routines, preferences, and changes in condition better than anyone. When practices communicate well with carers, it leads to fewer misunderstandings, better continuity of care, and stronger trust.
Recognising carers also aligns with the Carers Recognition Act 2005 and SA Health’s Partnering with Carers Policy, which emphasises respect, inclusion, and clear communication between carers and healthcare teams.
“Carer’s often notice things clinicians can’t such as changes in mood, appetite, sleep or behaviour,” Kendall explains. “When practices build simple systems to capture that insight, it leads to earlier interventions and better outcomes for the person receiving care.”
Seven steps to build a carer-aware practice
These ideas are simple to introduce but can have a big impact.
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During consultations or intake, ask patients, “Who supports you day to day?”. It’s a small question that can open important conversations.
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With patient consent, include carers in care discussions and updates. This helps everyone stay informed and reduces confusion.
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Provide short training and reminders about recognising carer stress and fatigue. Encourage staff to listen with empathy and show understanding.
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Carers often juggle work, family, and appointments. Flexible booking times or telehealth options can ease that load.
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Display details about services like Carers SA or Carer Gateway in waiting areas or newsletters. A simple brochure can help carers find much-needed support.
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Ask carers for feedback about how your practice communicates or how processes should be clearer. Small changes, like better follow-up or reminders, can make a real difference.
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Talk with your team about what it means to be a carer-friendly practice. Recognising carers isn’t extra work. It’s part of providing good, person-centered care.
Small changes, Big impact.
Carers often face exhaustion and stress. Many provide more than 40 hours of care each week while managing their own health and family needs. When practices acknowledge carers, listen to them, and include them in decisions, it helps everyone.
These small steps create smoother systems, stronger relationships, and better outcomes for the whole care team.
“Our passion at Nexus is helping practices turn good intentions into clear systems,” says Kendall. “Partnering with carers isn’t about adding more work. It’s about working smarter and creating a culture where everyone involved in care feels supported”.
At Nexus Co Solutions, we work with practices to build better systems, stronger teams, and more connected care. Together, we can create healthcare environments that value every person involved in the healthcare journey.