Compassionate palliative care: A journey of comfort and connection

An article written by Donna O’Brien, Area Manager, Mid State & Central West, BaptistCare at Home

As palliative care often marks one of life’s most emotional journeys, our approach goes beyond checklists and treatment plans.

At BaptistCare, we focus on personalised care, tailoring each experience to the individual’s values, needs and wishes. From favourite meals and calming routines to cultural and spiritual considerations, everything we do is shaped around who they are as a person, not just as a client.

Palliative care can be overwhelming for families. Our care team provides expert clinical advice and allied health interventions, as well as emotional and social companionship. It’s not just about being physically there – it’s about being present, listening deeply and responding with empathy and compassion. Whether it’s holding a hand, sharing a quiet conversation, or offering a comforting word, our team walks alongside each person on their individual journey. It’s a balancing act for the care team to provide emotional support within the personal and private space of a client yet maintain professional boundaries.

To truly connect and build trust, we discuss preferred carers with our clients. Our rostering team then creates a ‘preferred worker team’, consisting of three to four key staff. This allows our carers to form meaningful, familiar relationships with clients and their families. Over time, these bonds become a trusted support network, bringing a sense of stability and peace of mind amidst the hardship and vulnerability. This also allows peers to support each other and ensure self-care during this highly emotional time. Having these smaller dedicated teams does come with challenges. Scheduling becomes complex when there are multiple preferred worker teams as it effects other carers and clients alike. It requires flexibility from all stakeholders to reach quality outcomes. With that said, providing palliative care in a home environment can also be an obstacle. Many of our clients live in rural and remote settings which means limited access to specialist palliative care teams, nursing and allied health professionals. Many homes are also not physically designed to accommodate the needs of palliative clients with insufficient space for hospital beds, mobility aids and accessibility modifications. BaptistCare recognises this, and it’s where our small, dedicated team of careworkers shine. The care team can liaise with our clinical and allied health teams virtually in between home consults to provide updates on wounds and assist with general observations. Feedback from the care team is that they find this deeply rewarding as working closely with the clinical and allied health teams ensures professional development.

Respect is the foundation of everything we do. We honour the preferences, privacy and dignity of every person in our care. Families can be included, supported and empowered to be part of decisions and care planning where appropriate, ensuring a collaborative and comforting experience. We have a high number of Indigenous clients due to the regions we cover. Understanding and respecting cultural values and beliefs is integral in building trust with clients and their families. We often receive feedback from clients and their families about the quality of the care we provide and the special relationships that are formed when working so closely together.

Palliative care isn’t just a service, it’s a relationship. At BaptistCare we see it as a privilege to support individuals and families during this intimate stage of life. Our goal is to provide compassionate care and ensure that the final journey is as peaceful and comfortable as possible.

For more information on BaptistCare see: https://baptistcare.org.au/home-care/

Author

Donna O’Brien

Area Manager, Mid State & Central West

BaptistCare at Home