Letting Go of Clinical Assumptions and Listening to Whānau Voice in Innovation
In healthcare, social services, and community initiatives, professionals are often trained to make decisions based on years of research, evidence, and best practices. It's a model that prioritizes clinical expertise and standardized solutions, designed to address broad needs efficiently. While this approach has its place, it can inadvertently lead to a dangerous assumption: that we know what’s best for others.
In a world where personalized care and community-led innovation are increasingly seen as key to transformative change, it’s time to let go of some of those assumptions. Instead of assuming we know what’s best for whānau (families) and communities, we need to listen more deeply to their voices. By making space for whānau input, we can create solutions that not only meet their needs but empower them in ways that clinical and professional models often fail to.
True innovation comes from listening to whānau voice and centering community-led solutions.
The Challenge of Assumptions in Professional Settings
The professional world, particularly in healthcare and social services, is often dominated by assumptions about what works, what’s needed, and who needs it. We, as professionals, are trained to apply evidence-based practices, frameworks, and interventions that are designed to address needs across groups of people. While these tools and frameworks are helpful, they can also obscure the unique needs of whānau, families, and individuals.
Clinical and professional training often teaches us to rely on standardized solutions. The danger here is that these solutions, while well-intentioned, may not take into account the full spectrum of whānau needs. The assumption that one-size-fits-all approaches work for everyone fails to recognize the individuality of each whānau, each family unit, and each person. When we treat them as a set of problems to solve rather than complex, unique entities with their own voices, we miss the opportunity for meaningful innovation.
For example, in the context of mental health or addiction services, we might assume that a particular intervention, treatment plan, or service model is appropriate because it’s backed by clinical evidence. But the question we must ask ourselves is: does this model respect the lived experiences of the people it’s meant to serve? Does it recognize their cultural backgrounds, values, and worldviews? Or does it simply apply a clinical solution without understanding the complexities of the individuals and communities involved?
The Importance of Reflection: Understanding Our Biases
To begin dismantling these assumptions, reflection is key. The clinical mindset, while based on solid training and evidence, is still shaped by individual biases. Our own worldviews, experiences, and backgrounds inevitably influence the way we interpret and approach the needs of whānau. The professional tools we carry into our work may reflect the values and frameworks of our training, but these aren’t always aligned with the real, lived realities of the communities we serve.
Self-reflection can help us understand how these biases play a role in our decision-making. How often do we assume we know what’s best for someone based on clinical guidelines, without really understanding their perspective? How frequently do we prioritize our professional knowledge over the voices of the whānau themselves?
As professionals, it’s crucial that we take a step back and reflect on these tendencies. Acknowledging our biases isn’t a sign of weakness but a sign of growth. By actively questioning our assumptions, we open the door to deeper empathy, understanding, and ultimately, better solutions. We can begin to challenge the idea that the solutions we bring are always the best ones and start considering the voices of whānau as co-creators in the process.
Centering Whānau Voice: The Key to Innovation
True innovation doesn’t come from imposing solutions onto others. It comes from collaboration. It’s about creating spaces where whānau can actively participate in shaping the services, systems, and interventions that affect their lives. When we center whānau voice in the innovation process, we don’t just create solutions; we empower the people we serve to take ownership of those solutions.
Whānau, especially those from marginalized or underserved communities, hold the deepest understanding of their own needs and strengths. They know their communities better than anyone else, and their insights are invaluable in designing interventions and services that work. The role of professionals, in this sense, is not to dictate what whānau need but to listen, learn, and provide the tools and resources necessary to support their efforts.
Listening to whānau requires a shift in perspective. It’s about understanding that they aren’t passive recipients of care; they are active partners in their own journeys. Whānau voice should guide the decisions that shape everything from service delivery to policy development. Whether it’s through community consultations, participatory design processes, or collaborative feedback loops, whānau should be at the heart of innovation, not just as recipients but as leaders.
This approach isn’t just ethical, it’s also practical. Solutions that are co-designed with whānau are more likely to be effective because they are built on real needs, not assumptions. And, perhaps most importantly, when whānau feel heard and respected, they are more likely to engage with services, creating better long-term outcomes for everyone involved.
Recognizing the Harm of Perpetuating Trauma
It’s important to recognize that when we fail to listen to whānau, we don’t just miss out on innovative ideas, we risk perpetuating harm. Many communities, especially those who have been historically marginalized or oppressed, have experienced trauma due to misaligned or poorly designed services. These services may have been based on the assumption that the professional model was the right one, regardless of the unique needs of the community.
When we impose solutions without understanding whānau, we unintentionally continue these cycles of disempowerment and mistrust. Whānau may disengage from services, avoid seeking help, or feel that their voices are not valued. The very people who need support the most may be left behind because the systems we create fail to meet them where they are.
That’s why it’s so critical to listen, not just to create better solutions but to avoid perpetuating the trauma of the past. We must ask ourselves: are we truly helping, or are we continuing the same patterns of exclusion and harm under the guise of “best practice”?
Co-Creating Solutions with Whānau
To break this cycle, we need to embrace a co-creative approach to innovation. Whānau shouldn’t just be involved in the feedback process; they should be at the forefront of designing solutions. This approach requires us to give up the need to “know it all” and instead adopt a more collaborative, open mindset.
Co-creating with whānau means recognizing their expertise and validating their lived experiences. It means fostering environments where they can share their ideas, express their concerns, and actively shape the solutions they will be a part of.
The process of co-creation may look different depending on the context. It could involve regular consultations, community forums, or working alongside whānau to pilot new ideas. The key is that innovation comes from the ground up, with whānau at the center, not as passive participants but as active agents of change.
Moving Forward Together
Letting go of clinical assumptions isn’t about disregarding professional expertise; it’s about recognizing that whānau are the true experts in their own lives. True innovation comes when we create systems, services, and solutions that listen, value, and respect whānau voice.
When we embrace this collaborative approach, we don’t just build better services, we build trust, empowerment, and lasting change. Innovation becomes not just about better programs but about creating a future where whānau are equipped with the tools, support, and agency to shape their own lives and communities.
It’s time to move beyond assumptions and start listening. When whānau lead the way, we can build a future where everyone has the opportunity to thrive.
Chy Potaka-Osborne Kaihautū Innovation & Research