How Palliative Care Connect supports health and aged care professionals to navigate palliative care and bereavement services

An article written by Amber Bisset, Mariana Ricci and Kate Swetenham, SA Health

In health and aged care settings, changes in a person’s condition or circumstances can raise questions about what to do next. These questions often come up when professionals are managing competing priorities and may have limited time to explore options.

Palliative Care Connect (PCC) offers timely, practical guidance that complements professional roles by clarifying options and providing brief, episodic support across palliative care and bereavement. PCC Navigators - experienced nurses and social workers – work alongside professionals to answer questions, explore approaches and offer direction as needs change. They also help patients, families and carers understand their options and make choices that reflect their preferences, culture, and circumstances.

Why health and aged care professionals contact PCC

Professionals often contact PCC when services are stretched, family dynamics become complex or new information requires a shift in care. PCC acts as a quick point of clarity during these transitions and as a referral point so patients can access specialised palliative care and bereavement information and support. Professionals reach out when they need to:
Whatever the reason, speaking with someone who listens and offers clear next steps often brings clarity and relief.

• Identify referral pathways, including when specialist palliative care is suitable
• Support access to the Support at Home End-of-Life Pathway
• Confirm eligibility for equipment and local services
• Link across systems – aged care, disability, community and health
• Support care aligned with a person’s preferences
• Help families understand options and prepare for conversations with doctors or aged care staff
• Reduce time spent searching for service contacts or information, while ensuring consistent and reliable guidance.

PCC does not replace clinical assessment, case management or specialist palliative care. Instead, PCC Navigators provide brief, episodic assistance alongside existing care teams, identifying the right next step and strengthening communication between families and providers.

Examples of how PCC Navigators provide timely, practical support

When families are distressed in aged care: A specialist palliative care team contacted PCC about an aged care resident whose spouse was highly distressed. With consent, the PCC Navigator contacted the client and provided immediate information which de-escalated the situation. PCC coordinated appropriate resident reviews (in collaboration with the aged care facility) and assisted staff with practical planning to care for the resident. After the resident died, the spouse was linked to PCC for bereavement support.

When grief extends GP consults: A GP did not have time during appointments to sufficiently assist people presenting with grief and bereavement needs. After referring patients to PCC, the GP could focus on clinical tasks while PCC Navigators provided light counselling, normalised emotions, and identified local supports that could continue to be accessed.

How PCC helps health and aged care professionals

PCC provides clear, timely information that supports smoother interactions with patients, residents, families and carers. After speaking with a PCC Navigator, people often leave with a clearer understanding of their options, available services and next steps. This reduces the time professionals spend explaining system details and helps align guidance across teams. PCC can also take some of the load and help with referrals, service identification and access, and discussions with patients and families.

One GP described PCC as a single place for the tools, referral pathways and information needed to support patients and families, making planning ahead easier, without time spent searching for answers.

Accessing support when you need it

PCC is available to anyone (individuals and professionals) seeking information or help.
Call 1800 725 548 (PALLI8) or visit www.palliativecareconnect.com.au.
 

What's coming next
During National Palliative Care Week (10–16 May), we’ll share how PCC Navigators support people in rural and remote areas, and grief and bereavement through bereavement navigation.
 

Authors

Amber Bisset

Project Officer, Health Services Programs

Clinical System Support and Improvement, SA Health

Mariana Ricci

Manager – End of Life Care, Health Services Programs

Clinical System Support and Improvement, SA Health

Kate Swetenham

Director of Nursing - End of Life Care, Health Services Programs

Clinical System Support and Improvement, SA Health