Family communication is one of the most common sources of both satisfaction and complaint in care homes. Families who feel informed and involved tend to be more supportive and trusting. Those who feel shut out become anxious, demand excessive contact, or escalate concerns unnecessarily.
The CQC expects care homes to involve families appropriately in care decisions and keep them informed. Digital tools can make this easier, more consistent, and less time-consuming than traditional phone calls and visits alone.
Why Family Communication Matters
Good family communication benefits everyone:
For Families
- Peace of mind knowing their loved one is well cared for
- Understanding of care being provided and why
- Ability to participate in care decisions appropriately
- Connection with their relative's daily life
For Residents
- Maintained family relationships even when visits are limited
- Family can provide biographical information that enhances care
- Consistent messages from family and care home
For Care Homes
- Reduced phone calls from families seeking basic updates
- Better family relationships and fewer complaints
- Earlier identification of issues through family observations
- Stronger reputation and word-of-mouth referrals
Digital Communication Tools
Family Portals
Secure online portals give families appropriate access to information about their relative:
- Daily summaries: Mood, meals eaten, activities participated in
- Written updates: Notes from activities, outings, and celebrations
- Care plan overview: High-level view of care needs (with appropriate permissions)
- Appointment calendar: Upcoming GP visits, reviews, family meetings
Messaging Systems
Secure messaging between families and care home staff:
- Two-way communication without exchanging personal phone numbers
- Documented record of all communications
- Ability to route messages to appropriate staff
- Response time expectations and escalation
Video Calling
Particularly valuable for families who live far away or when visits are restricted:
- Scheduled calls between residents and families
- Staff assistance for residents who need help with technology
- Virtual participation in care reviews or meetings
Photo Sharing
Regular photos and short videos showing residents engaged in activities:
- More reassuring than words alone
- Gives families conversation topics for visits
- Documents quality of life and engagement
What to Share (and What Not To)
Appropriate to Share
Handle with Care
Privacy and Consent
Digital family communication requires careful attention to privacy and consent, guided by the ICO's data protection guidance:
- Resident consent: Where residents have capacity, they should consent to information being shared with family
- Best interests: For residents lacking capacity, sharing should be in their best interests
- Access controls: Only authorised family members should have access
- Photo consent: Separate consent for photos that may include other residents in the background
- Secure access: Strong passwords, secure platforms, not shared accounts
Family Disputes
In families with conflict, be careful about who has access to information. Some family members may not be appropriate to share with, and estranged relatives may not have automatic rights. Document access decisions carefully.
Best Practices for Digital Family Communication
Set Clear Expectations
Explain what information will be shared, how often, and what families should do if they have concerns. A welcome pack should cover digital communication options.
Consistency is Key
Regular updates (even brief ones) are better than sporadic long updates. If you promise daily summaries, deliver them daily.
Respond Promptly
Messages from families should be acknowledged within 24 hours, even if a full response takes longer. Silence breeds anxiety.
Balance Digital and Personal
Digital tools supplement, not replace, personal contact. Important conversations should happen face-to-face or by phone.
Train Staff
Ensure staff understand what to share, how to write appropriately, and when to escalate communications to management.
Common Challenges
Families Who Check Constantly
Some families check portals multiple times daily, analysing every detail. Gently set boundaries: updates will be provided at specific times, and constant checking isn't necessary. Address underlying anxiety through conversation.
Families Who Don't Engage
Some families rarely check or respond. This is their choice, but document that information was provided. Periodically check they have working access.
Complaints via Digital Channels
When families raise concerns through messaging, acknowledge promptly, but significant complaints should be followed up with a phone call or meeting. Written back-and-forth can escalate rather than resolve issues.
Key Takeaway
Digital communication tools can transform family relationships in care homes, providing regular reassurance, reducing anxiety, and involving families appropriately in their loved one's life. Success requires clear policies, consistent delivery, appropriate boundaries, and attention to privacy. Digital tools complement rather than replace personal relationships.
Sources and Further Reading
Family Portal Built In
Revitaco includes a secure family portal with daily text updates and secure messaging. Keep families informed without extra work.
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