Relationships with a service user’s relatives begin early and are integral to the success of care delivery. Whether the person is admitted to a care home or has engaged a homecare provider, the pre-assessment stage of commissioning is usually when the person’s relatives are introduced to the manager and care team. Most feedback from providers suggests these relationships are typically supportive and constructive. However, some always break down and become fractious. The impact on the care recipient can be significant in these situations. Understanding why a relationship might break down and what can be done to restore relationships is an essential part of the overall care picture.
Why do relationships with relatives break down?
There are many reasons why the relationship between the care provider and the relatives of the person receiving care might break down. The process of placing a loved one in care can be fraught. Relatives may be upset and confused that they can no longer provide the care required. Some describe a process of grief when a loved one moves into a care home, as it brings with it the realisation that the way of life they have previously shared is over. Being patient and sympathetic with relatives as they deal with their emotions will help establish a good relationship from the outset of care.
Specific incidents may also cause a loss of trust between relatives and staff, often accompanied by a lack or breakdown of communication. This can cause relatives to become angry (and potentially abusive) toward managers and the care team. This is always unacceptable – but it does happen.
What can staff do?
When confronted with such behaviour, it’s important to remain calm and professional and offer to help resolve the situation. If the unacceptable behaviour continues or escalates, staff should remind relatives of the provider’s zero-tolerance policy toward abuse, maintain their distance, and ultimately ask the relative to leave. If the staff member or other service users are at immediate risk, the police should be called, and the incident should be recorded accurately and reported to the person in charge.
Rebuilding relationships
When a relationship is at risk or has broken down, taking a proactive approach can help rebuild it. Managers should try to meet with the relatives and listen to their perspectives. e.g., their concerns, how this has made them feel, and what they would like to happen. While showing empathy, the manager should also clarify expectations around behaviour when the relative visits the service and interacts with the care team. If needed, the manager could provide copies of relevant policies.
During the meeting, it will be helpful to agree on some key points to allow the care team and relatives to move forward and work together in the service user’s best interests. For example, a relative might want more involvement in their loved one’s care. While they might not be the decision-makers in the care provided, their knowledge and insight into the service user’s preferences could enhance the care quality and ensure a truly person-centred approach. Regular follow-up meetings can help build trust and nurture a meaningful relationship with the relative, which can prevent future breakdowns.
Finally, it is worth remembering that, however difficult, maintaining a good relationship between relatives and the care team will always be in the best interests of the care recipient.
Whatever situation you find yourself in, W&P have almost certainly seen it before and can help ensure your organisation is ready for the day-to-day challenges of delivering care. From complete sets of regularly updated policies and procedures for English (CQC), Scottish (Care Inspectorate), and Welsh (Care Inspectorate Wales) social care providers to compliance support and training services and bespoke business consultancy, we are here to help.
Call W&P on 01305 767104
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