This past week, my wife and I were visiting her 93 year old Mother in care interstate.
A staff member entered the room and announced: “I’m the new NUM!” No name. Just a job title buried in an acronym.
(NUM is a Nursing Unit Manager)
Acronyms and industry required language are often thrown around in front of residents and their families. They are expected to know what they all mean. It’s an assumption that is totally wrong.
Quite honestly it leaves me feeling NUMB!
When I worked 1 on 1 with people in care, I felt embarrassed for residents and families. It often was all about what suited staff with little regard for clear, caring and empathetic communication for those in their care.
Many staff had little choice other than to behave in this manner even though it made them feel awkward and at times uncaring.
Then the NUM said something that made our skin crawl: “We make a great effort to look after our CONSUMERS!”
After over 30 years in marketing, this word used in a care context, sounds totally inappropriate, cold and heartless to describe those who receive care.
What kind of beaurecratic committee far removed from ever genuinely interacting with those in care on a daily basis thought this was a step forward?
The NUM is not allowed to use the word residents in aged care. They can not use the word patient in a hospital. They must be called CONSUMERS. ‘People,’ anyone?
The NUM quoted directives and compliance with the same blunt pushback that accompanies any questions when directed at the care sector. This makes it all perfectly OK. Nothing to see here.
Over 60% of people in care live with some level of depression along with other health challenges. They have lost their sense of place, independence and freedom. Surely they deserve far better than to be talked to in this compliance box-ticking manner.
A student nurse that I know who is going into 3rd year told me that from day 1, they are peppered with acronyms that they are meant to find out and remember their meaning as well as their context.
Words such as CONSUMERS are strictly enforced during hospital placements with student nurses facing reprimands for not complying.
Imagine the number of nurses from cultures where English is their second language (ESL) wrestling with this each day of their training.
The nurse explained that students feel brainwashed into talking to people in a manner that feels less than caring.
Put aside poor pay for the moment. Is it any wonder that nurse turnover is so high when they feel they need to speak in this manner?
Are we in danger of only attracting nurses who are obediently compliant?
How does this improve a sector that has been slammed and criticised and needs to show that in spite of this there are some great people with huge caring hearts?
If Uni’s and Hospitals are driving all this from 1st year students and beyond through fear, where is the opportunity for positive change?
Still feeling un-comfortably NUMB!
We never moved to using the term “consumers” our people have remained residents and always will be.
I understand and feel exactly the same. As an aged care trainer I constantly have to remind students that clients are not ‘love, dear, mate or God forbid, lovey! If you truly respect a person you use their name.
I don’t understand half the acronyms used in some residential care facilities and when did a home care client’s case worker become their partner! Partner implies equal say, control and decision making but we all know that it is not equal. And let’s not forget that without the client there is no ‘partnership’. Therefore they are our clients and the word client recognises this. Aged care tried the term customer for a while but again it makes it sound like they are at the counter a supermarket.
I have asked many clients if they find the word ‘resident’ objective and most will say ‘it is my home, I reside here, so no’.
Susan, you and everyone else involved are forgetting that most elderly or old people in residential care are also severely lacking affection in their lives and that some people greatly appreciate a term of affection or an endearment during their day to day lives as it is the only time they may hear one. It does not matter whether it is from staff – it may be the only time they may hear one, and at least it denotes a caring attitude. It takes time to form relationships and when one does form, there is no harm done in expressing it verbally or with a touch of affection either – a pat on the arm or shoulder or a special smile can signal that to them. If you are talking about respect, then how about addressing them by name and title rather than their first name? What or who gives a member of staff the right to use a person’s first name without first being invited to do so? The same is true for Home Care. These people are frequently in need of friendship, that’s why we have Volunteers visit with them and even take them on outings. Frequently a Carer, support worker or any other name you care to call those who provide these services are the only people in their lives and the bonds they form with them are important to those receiving Home Care. The model that needs to be used is all in the one word ‘Care’. We need to get back to remembering this and apply it to every aspect of care for the elderly and the old people in our communities. I assure you that we would be grateful for real care and not to have our dignity and value stripped away from us and reduced to nothing but an old person unable to care for ourselves or our basic needs that we can no longer meet.
Carmel Oxley. I have to agree with Susan and disagree with you because what she has said is 100% correct.
I have never known anyone to ask someone whether they can be called “love”, “dearie”or whatever you think is a caring term when in fact, I think it is condescending
I also have never known anyone to be offended by being called by their own name unless it is in formal circumstances or in a business situation.
I have seen personnel in facilities refer to the residents as “How are you Mum” or “how are you Dad” because they were told NOT to call the resident by their own name or any other names. Management and (NUMs) did not want the staff to form a bond with ANY of the residents because if they became familiar or friendly with one staff member, they would not accept a replacement if she was not available. The whole non-logic of such a thought bubble is astounding. Susan’s reply is a perfect example of common sense and respect.
So good to hear Julie! They are not Consumers of care. They receive it.
I agree, I work in the sector and my understandng is the term, consumer (or customer in some areas such as NDIS), comes frm the mental health field. When I tried to challenge the term about 5 years ago, I was told people receiving services in mental health area didn’t like being called patients and so the term was removed . Somehow other areas, including Aged Care unfortunately have run with the idea. So even though we never referred to aged care service recipients as patients, there was a decision to move to consumers.
It is always interesting to me when some idiotic public servant uses the convenient but factually incorrect excuse “…..they didn’t like being called patients…. so the term was removed”. Really, when was the survey done, how many “patients” were consulted, where were they consulted, how were they consulted etc…..? I don’t believe for one second that a patient objected to the term because that is actually what they were – patients in a hospital. The trouble is that these idiotic “woke”people who are supposed to be teachers come up with a stupid thought bubble and push their ridiculous agendas. Unfortunately, most vulnerable people are not in a position to complain and even if they do, they are not given an ounce of consideration. No wonder the world is a mess when you have brainless individuals given a little bit a power in the workplace and the sheep follow.
Please continue to challenge such inappropriate language!!
I never once use ‘consumers’ in our progress notes. We got told we would get ‘in trouble’ if we used ‘resident’.
I even hate using the persons UR number is riskman incidents when involved with another co resident.
I use the persons name when documenting, because thats who they are.
Aged care in itself isnt about care anymore, its a business and money grabber full of restrictions, rules and ‘yes people’.
In adequate pain management because doctors are to scared to write up any decent pain relief because of the royal commission, even though all documentation and charts are provided to prove such pain.
You have indeed stated the facts. Thank you.
If hear any one refer to my mother as a consumer instead of a resident I will let that person know how uncaring and thoughtless the term is. Sounds very Orwellian to me. Wake up and treat your residents with the dignity they deserve. You will need care one day too, is this the way you would like to be referred to I think not. Who makes these decisions. Probably someone who has never even set foot in a nursing home. I’m disgusted with this new age jargon. It’s a failure and a travesty.
Not only in residential care homes.
This language is used by HCS (home care services) the client’s are consumers for providers of home care services.
With this kind of language in place all over the agedcare sector, I have found empathy and sympathy are leaving the care sector very fast. So do the carers
(they are called workers) Sounds generic, does it not? And the old and sick are left behind, I am 78y and one of them!
It is not an I/We Care sector anymore
The Department of Health identified residents and Home Care package clients as CONSUMERS with the introduction of the previous standards. Our organisation made the decision NOT to refer to the term Consumer based on our Residents and Clients choice of language. The Government is responsible for this terminology not providers.
Great and realistic comments, I am a Case Manager and have been doing volunteer work with Seniors since I was 17 and nearing retirement age now, the terminology and treatment to our most valued members of the community is nothing short of disgraceful, and don’t get me started on the staff in Aged Care facilities and how they talk or treat many residence.
Thank you for bringing this valuable and important issue to the forefront, we all need reminding no matter how young or old we are.
Thank you for your comment particularly because of all the years you have been in the industry and what you see is what you say, and what you have said is the absolute truth. The tragedy is that instead of improving, the situation is getting worse. And don’t start me on the empty vessels that are controlling this sector because I am unlikely to react kindly. Thank you for all the work you have done in your career in caring for the aged.
This jargon is a result of the Royal Commision into aged care, first, changing the name for people from ‘residents’ to ‘consumers’, and then it will change again in July 2025, from ‘consumers’ to ‘older person’, as the new standards are introduced.
I totally agree with you. to me it feels like we have left the ‘person’ behind. We talk about person centered care yet we use terms like consumer. i get confused and I am sure many others do to. Thank you for bringing this to the forefront maybe we can see some further changes
Good article that perhaps? represents one facility or company.
In my many years of experience in aged care (family member & Advocate) I have not heard these terms used in practice. Now being involved in more, aged care reforms and legislation various terms have been thrown up. The term “Comsumer” has been raised by one caring and educated gentleman who has also been frustrated about Aged Care. He has thrown up the use of “Consumer” in the contents of it having meaning about how people have to PAY for care services. His other point: A person seeking or getting aged care services has more, better rights and protections under Comsumer Law as they do under any aged care legislation. This makes you think. No one likes the term “consumer”, but his comment is based on hie legal experience (lawyer) and frustration with the aged care system
Regarding the other point in discussion, medical terms and shortcuts are used in health care and between staff clinical’s “only” They should not be used when communicating with patients or family members. If used it is a training issue. I also worked in health care for many years before retiring
Good on you for calling out the requirement for using this bureaucratic language with people in their home (aged care).
It’s about time we got back to the humanity and empathy in all areas of healthcare.
The majority of people who work in aged care, no matter their role, are good caring people who do their best everyday.
Totally agree.
They are patients or residents, not consumers! I will never use the word consumer- it’s about time some common sense came back in to nursing!
We use ‘residents’ where I work and encourage that from all our staff. It’s about building genuine connections and friendships whilst caring for not only residents, but their families as well. After all, this is their home, not a jail, and our job is to be nurturing and welcoming, not bombarding all and sundry with our cool acronyms that mean nothing at the end of the day!
I work in Aged Care, have done for 27 years. I had a short break due to health issues and upon returning and I first heard Someone say Consumer I was like umm huh! 4 years on from being told this I still do not call Them Consumers, They are Residents and Nobody will convince Me to say the other. Sadly it seems We are supposed to treat These Beautiful People like numbers. Not Me! They need Compassion, Care and to be treated like Everyone Else, Respect and Dignity and Love
Is not a person “RESIDING” in an aged care facilty a “RESIDENT” of this facilty??????
I work in the aged care sector in the memory support area and understand totally how you feel where I work we do not have that attitude we have regular staff that are so compassionate and caring I do not understand how people can be so cold and disrespectful. I have seen it many times with other staff that are casual If someone I see says anything I think is inappropriate I always say how would you feel if this was your Mother or Father they soon take note. As my father passed at a young age of 63 he was diagnosed with Alzheimer’s it infuriates me how people can be so disrespectful
Totally agree! Well said. I’m a retired AIN (assistant in nursing). My experience was most ‘residents’, as we called our people, would call everyone ‘Nurse’ regardless of their title!
I’m sure others will come up with some better,funnier ones.
NUM = NEW UNDERBED MANAGER?
Go on…what’s yours?
HOW TRUE ,WHO ARE THIS WEIRDOS THAT GET PAID MILLIONS TO MAKE LIFE HARD FOR US
I abhor this practice also. Has been going on for a quite a while now though.
My aged care provider calls their clients “customers”. I have told them when I purchase an actual tangible product, perhaps groceries from Woolworths, I’m a customer);
But as they are providing me with a service, I consider myself a “client”.
Perhaps they failed the subject at school and need an English lesson to understand the difference or, even better, tell them to buy a dictionary!
So totally agree have been in aged care for my career over 40 years and am dismayed at how we have been forced to accept the changes when the ‘people” in our home make it clear that they do not like the changes
This article has prompted me to ask our ladies and gentlemen which “title’ they find acceptable .
Then it will be a case of person centred care perhaps against the ,who ?
Cannot help but feel angry that these changes are literally forced through our nursing system, by whom and more relevantly why?
Let’s have a chat with the commission hey. These are the people who direct the traffic here in terms of what we say and don’t say.
Most of the wonderful teams I’ve worked with over the years provide personalised quality care.
I agree it’s not good to use acronyms and maybe that NUM just needs some 101 basic leadership coaching on how to connect with people. But don’t let’s judge the whole industry on one example of poor people skills. That’s not my experience at all.
I 100 % agree that care home management are taking the care out of carer.Focusing on image and $.
A small portion of staff are there for the right reasons and the remainder are there for a job that they don’t love.
I love the residents I hate what aged care is becoming. I believe if a business is run properly then staff would want to go there when they get old but no carer or nurse I have ever worked with would say that .
The government needs to be checking where and how its funding is being used.
Residents are also called “customers” in some homes. They are paying through their fees, or have paid for their little room as their home. It is their sanctuary to a degree. They are not customers. If I ever enter into one of those places I will be refusing to be considered a customer or a client or anything else bureaucrats of all kinds think they can call me, they will hear me loud and clear. Residents are HUMANS not numbers or an entry on a computed spreadsheet! One day some of those bureaucrats will end up in one of these places and they will discover what it is to live in the real world!
I agree totally .. I have worked in Aged Care for 40 years and find the word
“consumers” very clinical and uncaring!
Professional jargon uses precise definitions on which there is usually clear agreement professionally, but is often used to exclude the very people for whom they are working. I have observed jargon being used to exert power and control, and deny people information that is accurate, relevant and easy to understand.. Bureaucratic jargon is sometimes used to obstruct and deny people social justice, or to obfuscate, so that they retire in confusion, deliberately deprived of agency.
Education is the secret, where professionals examine their own practice as individuals, and in their professional body, and invite the people they are wanting to assist to become knowledge partners. Creating a learning community means that both the giver and the receiver of any intervention need to understand the why, who, where, when, and lastly the how, have a shared language, and the ability to access the professional literature to refer to evidence produced by researchers. If language is inaccessible, learning is inhibited, and there is little room for empathic and caring verbal communication.
One of the first rules I learned in my counseling course was never to make assumptions – a good rule to follow in all our relationships.
The word consumer suggests its only about money. How must that make a person feel? I worked in an aged care facility where the new ‘NUM’ or equivelant thought it was above her to even go near the residents, they had no idea who she was and yet she was running the place and is still there. How sad is it when the residents in a facility arent even given the dignity of knowing someone who walks the halls of their home every day and yet they have no idea who she is or what she is there for? There are so many people getting these positions who have no qualifications or experience for management roles and have an adversity toward clinical care and relationships with the residents and their families. Its heart breaking that this has become the case.