Families worry, especially when they live far away. When they cannot see what is happening, they phone the office, and a busy coordinator can spend hours a week answering the same questions.
Agree what families will see
With the person’s consent, agree what information a family member can see: visit times, notes, wellbeing and medication. Record the consent and review it.
Give read-only access
A family portal lets relatives see that visits happened and read short updates, without being able to change anything. It answers most “did someone come today?” questions before they are asked.
Tell families about changes before they notice
A new care worker, a changed time or a hospital admission should come from you first.
Handle concerns properly
Record every complaint and concern, reply promptly and show what changed. This is also evidence for CQC.
Set up a single point of contact
Families find it reassuring to know exactly who to call. Name a coordinator for each person you support and make sure families know how to reach the office out of hours.
Share good news as well as problems
A short note that Mum enjoyed her walk or ate a full lunch means a great deal to a daughter living two hundred miles away. Encourage care workers to record small positive moments in their visit notes.
Use reviews to reset expectations
Care plan reviews are a natural time to check that the family is happy with how and how often they hear from you, and to adjust if needed.
Frequently asked questions
Can we share information without consent?
Only in limited circumstances. Follow UK GDPR and your confidentiality policy, and take advice where the person lacks capacity.
Will families expect instant replies?
Set expectations at the start about how and when the office responds.
CEVERO Care includes a family portal with read-only access to one linked person. See the features.