It's been a while since we've posted because we've been so busy with different projects all season! One of most requested trainings we receive is on how to improve communication culture in social care. As we sat through workshop after workshop, we heard different teams in different organisations describe their challenges with communication. We finally thought we should share our tips and insights here for everyone. We hope you find this Communication Series helpful!
Why Should We Care About Communication?
Picture this: It's 3pm on a busy Thursday. Sarah, one of your care workers, has just finished a challenging visit with a client whose condition has deteriorated. She needs to communicate this to both the family and the next care worker on shift. Meanwhile, James, a new team member, is feeling overwhelmed during his first week and isn't sure how to ask for help. Sound familiar? In social care, scenarios like these play out every day, and how we communicate can make all the difference.
Social care is one of the most rewarding yet challenging sectors to work in. Between supporting clients with complex needs, coordinating with families, managing medication schedules, and documenting everything properly, there's a lot to juggle. The Chartered Institute of Personnel & Development UK tells us that "investing in employee wellbeing can lead to increased resilience, better employee engagement, reduced sickness absence and higher performance and productivity." But what does this actually look like in practice?
Consider this example: When a care provider improves their handover process from rushed, unstructured updates to a clear, focused system (even if just for 2-3 minutes between visits), they often see benefits. Using a simple checklist or structured format helps ensure key information is shared efficiently, supporting better care continuity and helping reduce errors.
Communication Styles: Which One Are You?
We all have different ways of communicating, especially in high-pressure situations. Let's look at some real care scenarios:
Crucial Touchpoints in Communication
Mary is a new care worker who moved from Zimbabwe to Wales two months ago. Her story helps us understand the crucial communication touchpoints in a care worker's journey:
First Days (Onboarding Phase)
Mary's first client has dementia and specific cultural preferences for care. Clear communication about these preferences, including a detailed handover and cultural briefing, helps Mary provide appropriate care from day one.
Communication Need:Â Step-by-step guidance, frequent check-ins, and a safe space to ask questions
Daily Work Life
Mary notices her client isn't eating well but isn't sure if this needs escalating or how to document it.
Communication Need:Â Clear reporting procedures, regular team meetings, and accessible support from supervisors
When Things Get Tough
Mary experiences her first client death. She's professionally composed but emotionally distraught as it triggers memories of a death in the family.
Communication Need:Â Immediate debriefing support, clear crisis procedures, and emotional check-ins
As you can see, communication is an ongoing process that requires genuine engagement. It's not quite enough to greet someone at the beginning of the day, ask how that person is doing, and then move on.
Practical Communication Tips for Care Teams
Want to improve communication in your care team? We know how challenging it can be to maintain clear communication during busy shifts. That's why we've created this practical guide that you can use straight away.
Essential Daily Checklist
Start of Shift
Read handover notes
Check care plan updates
Review MAR charts
Note any new medication changes
Check priorities for the day
During Your Visit
Greet service user warmly
Check their wellbeing
Follow medication protocols
Record any changes observed
Important Updates
Document changes promptly
Flag any concerns
Report medication issues
Use only approved systems
Keep records up to date
End of Shift
Complete all visit records
Ensure MAR charts are up to date
Share important updates through approved systems
Flag any urgent concerns for next shift
Document any follow-up needed
Communication Golden Rules
Use only approved secure systems
Keep records clear and factual
Maintain confidentiality
Ask if unsure
Stay professional
Think About Your Last Shift
What was your best communication moment?
What conversation do you wish had gone differently?
What one small change could make tomorrow's communications better?
In care work, good communication isn't just about sharing information – it's about building trust, ensuring safety, and creating an environment where both staff and clients can thrive.
This is the first in a series of culture change articles from Tresacare, your partner in supporting care worker wellbeing and building stronger teams. We understand the unique challenges of social care because we've been there. Want to learn more about how we can help your team communicate more effectively? Talk to us!
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