Client-Centered Excellence in Care at Forward - Forward Ability Support

Client-Centered Excellence in Care at Forward

Insights from Orensa, a highly experienced Forward Support Worker.  

At Forward Ability Support, we believe that quality care is not only built on a foundation of empathy, collaboration and a deep respect for each individual’s needs, but also on a solid foundation of specialised knowledge and training.

In this article, we share insights from Orensa, an experienced and dedicated support worker who has been with us since 2009.

Over the years, Orensa has developed a deep understanding of the unique challenges and rewards involved in providing care for clients. Her experience, combined with the specialised knowledge gained through Forward’s extensive training, has made a lasting impact on the clients she works with.

Her insights exemplify the person-centered approach we emphasise in our care, and the significant part highly trained support workers like Orensa play in the personalised care we provide our clients. 

A deeply persona-centered approach

At Forward, our clients are always cared for with empathy, patience, and respect. Orensa emphasises the importance of non-judgmental interactions, making eye contact (without staring), and respecting personal space. By creating a calm and supportive environment, we ensure clients feel valued and understood.

Sometimes, clients resist support or conversation. Orensa makes sure she remains patient and never rushes to see results. She continues to reassure clients that they are not alone in their struggles and explains that support is available without pressure. With persistence and patience, she helps clients gradually feel more comfortable in accepting care and engaging in discussions.

Creating Trust & Rapport

Trust and rapport with our clients are the central pillars of the quality of our care. Through empathy, engagement and respect, Orensa creates a space where clients feel safe, supported, and heard. By being punctual, offering suggestions without pressure, and respecting their privacy, she builds a relationship that is both supportive and empowering.

Clear and open communication is also critical. Orensa focusses on maintaining eye contact, active listening and using clear language in every interaction. She uses open-ended questions, presents options and rephrases when needed to ensure understanding and encourage constructive dialogue with her clients, maintaining a solution-oriented approach while avoiding unnecessary confrontation.

Supporting Independence, Dignity & Self-Expression

Client independence and dignity are at the heart of our care. Orensa always offers clients choices and encourages their active participation in their care. She provides companionship when needed, but always with the goal of empowering clients to take charge of their lives and decisions, while celebrating the outcomes of their efforts.

Orensa also encourages them to express themselves and discover ways to connect with the world around them. Whether through making new friends, revisiting old relationships, and exploring new hobbies, or through activities like writing, drawing, singing, or volunteering, she helps them leverage these powerful avenues and tools for self-expression and personal growth.

Overcoming Isolation and Loneliness 

Isolation and loneliness can be a significant challenge for clients. Introducing community resources like newsletters and collating common topics for conversation are some ways we help address this. Encouraging participation and helping clients make forward plans also helps foster a sense of connection and community.

When clients experience isolation or loneliness, Orensa shares that she provides reassurance through focused attention, active listening, and ongoing conversation. Simple things like maintaining open dialogue without interruption and validating the client’s feelings with small gestures like nodding in agreement go a long way in making clients feel heard and supported. 

Holistic, Integrated Caregiving 

Orensa recounts how she supported a client who was planning to move interstate to be with a friend. While helping her prepare for the move, she also took the time to discuss the emotional implications of leaving behind a support network of loved ones. She encouraged the client to consult with her service coordinator and together, they found a solution that helped her navigate the transition smoothly. This is just one example of how support workers like Orensa play a huge part in our client’s wellbeing and quality of life.

Understanding Unspoken Needs  

Sometimes, clients can struggle to articulate their needs. Orensa takes time to assess whether any physical impairments (such as hearing, sight, or mobility challenges) may be affecting their ability to communicate. Through patience and gentle observation, she carefully ensures she understands their needs, always offers options and uses simple language to ensure the client feels understood and respected. 

Hope and Motivation  

Orensa also helps clients stay motivated by showing empathy and taking a genuine interest in their lives. She assists them in making forward plans and provides helpful information when needed, such as connecting them to outside services. Her approach is always grounded in empathy, helping clients feel that they have the support they need to move forward. 

With heartfelt care and understanding, even the toughest times become more manageable. As Rachel beautifully says, “Being there for someone when they need it most is what truly makes things meaningful.” 

Positivity & Persistence  

A positive attitude is essential in caregiving. Orensa knows that there will be challenges, but always remains empathetic, patient and persistent. Taking breaks when needed, being flexible, and using a variety of approaches, she avoids setting unrealistic deadlines for clients and instead focuses on achieving manageable, meaningful goals.

One of Orensa’s most rewarding experiences was working with a client who had specific anxieties about his toileting routine. After years of concern, and with the support of specialists and dietitians, the client finally accepted a solution that worked. Orensa’s patience and dedicated commitment were key in helping the client eventually overcome his worries and find peace of mind.

Collaborative, Well-Coordinated Support

Holistic care requires a collaborative approach, and regular and clear communication ensures clients receive the ongoing support they need.

Orensa, like others in our team of support workers, follows a carefully designed care plan created by our professional team, maintains detailed reports and monitors any changes in the client’s condition.

They work closely with management and other healthcare professionals to ensure that the client’s needs are met and care decisions are made in the client’s best interest. Any changes in client condition, behavior or needs are always highlighted and appropriately communicated to the team so that care can be adjusted accordingly. Professional support information is kept on hand, and a direct line of communication to management is available at all times.

In Summary

So much goes into the excellence in care we provide at Forward, and it goes far beyond meeting basic needs—it’s about empowering our clients and holistically enhancing their quality of life.

Orensa’s insights offer a glimpse into the extent of our expertise, dedication, and the deeply personalised, client-centered approach that sets our quality of care apart.

Her extensive expertise, developed through dedicated years of experience and Forward’s comprehensive training, reflects our unwavering commitment to delivering the highest standard of care, empowering our clients and ensuring they enjoy the very best quality of life possible.

Need support? Contact us today to learn how we can assist you.

Call (02) 87415620 mail us at: personalcare@fas.org.auFMT@fas.org.au