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When patients and staff feel safe, welcome and affirmed in their identity, healthcare organisations are well on the way to delivering person-centred, equitable and quality care. For LGBTQ+ people, however, this remains a work in progress. While some health service providers are beginning to address the health needs and experiences of LGBTQ+ people, many more are yet to know where to start.
Why LGBTQ+ Inclusive Policies Matter
Inclusive healthcare policies are more than administrative documents—they establish the foundation for a culturally safe and responsive environment. Research consistently shows that LGBTQ+ individuals are more likely to delay or avoid seeking care due to past negative experiences. Implementing inclusive policies creates trust, improves health outcomes, and creates a safer workplace for LGBTQ+ staff.
1. Identify gaps in current policies and procedures
Before you can know where to start, you will first need to know what your services currently do. Policies and procedures that create an inclusive and affirming environment for LGBTQ+ people and staff can be woven through most areas of organisational operations. These include:
- Codes of conduct, privacy and information sharing
- Staff recruitment and performance appraisal
- Practice guidelines and clinical documentation
- Customer service standards and communication
- Privacy signage and information
- Recruitment and onboarding materials
- Service evaluation and consumer satisfaction survey tools
2. Review policy language and terminology
The language we use and how we label things have real power to welcome or exclude. Updating policies and procedures to include respectful language and terminology that is representative of LGBTQ+ people is one of the quickest and easiest ways to create a visibly more inclusive environment.
Here are some of the common changes we see when reviewing policies for inclusivity:
- Use of gender-neutral language in service promotion, guidelines, manuals and forms
- Terms for self-identified gender identity, sexual orientation and relationships that are inclusive of LGBTQ+ people
- Terminology that is respectful of transgender and gender-diverse people and people with intersex variations
- Care that respects the identity and decision-making of LGBTQ+ people who use aged care, palliative or emergency services
3. Work with an LGBTQ+ Consultant or Advisor
Identifying gaps and areas for improvement is one thing, but if your organisation or service doesn’t currently include LGBTQ+ people or staff, you may be starting from a low base. Getting to where you want to go can be made easier with the support of a consultant or advisor who has experience working with LGBTQ+ people and can share ideas and experience. An LGBTQ+ consultant can also be of great benefit when undertaking a service audit or Rainbow Tick accreditation assessment.
4. Review or develop a non-discrimination policy
Have a written policy on non-discrimination on the basis of sexual orientation, gender identity and gender expression, or your organisation’s equivalent, that covers staff, volunteers and users of services. Policies should set out clear rules against discrimination and harassment and include specific reference to sexual orientation, gender identity and gender expression.
5. Train staff in inclusive language and practice
Most people who work in healthcare services are used to learning new clinical and administrative procedures as part of their role. This learning should also extend to using respectful language and inclusive terminology, as well as creating welcoming and affirming environments for LGBTQ+ people.
Leadership teams should consider:
- Ongoing mandatory professional development about LGBTQ+ people and inclusive practice
- Annual training and updates on language, terminology and best practice
- Making changes to clinical practice documentation or electronic record systems
6. Develop or amend access procedures
Fair and equitable access to healthcare services for LGBTQ+ people, and no longer making assumptions about gender or relationships, are important considerations when updating your policies and procedures. This could mean:
- Making changes to registration or consent forms for LGBTQ+ inclusiveness
- Clarifying the procedure for accessing gender-affirming care for transgender and gender-diverse people
- Reviewing care planning and decision-making for LGBTQ+ people who use aged care or palliative care services
- Making emergency departments and crisis care inclusive and responsive to the needs of LGBTQ+ people.
7. Report on your progress
Reporting and monitoring your organisation’s progress towards an LGBTQ+ inclusive service can demonstrate to consumers, funders and accreditation bodies that you are working towards this aim. Consider developing simple indicators, such as:
- The extent to which organisational policies and procedures are inclusive of LGBTQ+ people
- Consumer satisfaction with service access, quality and responsiveness by LGBTQ+ people
- Staff satisfaction with cultural safety and responsiveness by demographics
Embedding these practices into the governance and operations of a health service aligns with national healthcare standards and positions the organisation to pursue formal recognition such as Rainbow Tick accreditation. More importantly, it builds a culture where patients and staff alike feel seen, respected, and valued.
Healthcare leaders are uniquely placed to drive this change. With the right tools, partnerships, and mindset, they can lead their organisations toward a future where LGBTQ+ inclusion is not exceptional, but expected.
