Care England launches new national report ‘What shapes family confidence in care’

Care England has partnered with Log my Care to publish a new national report, ‘What shapes family confidence in care‘, exploring how families experience care today and what providers must do next.

At a time of unprecedented workforce and funding pressure across adult social care, the research highlights a clear shift in what families expect. Real time updates, open communication and greater visibility of day to day care are no longer considered added value. They are central to building trust.

Families want clearer, more consistent communication

The research, conducted by Sapio and based on a survey of one thousand people responsible for arranging care for a family member, reveals:

• Eighty one per cent of families whose provider offers a digital platform say it contributes positively to the quality of care.
• Sixty two per cent would like updates via a care app or digital portal, yet only forty one per cent currently receive them.
• Nearly a quarter report they have no access to any digital tools to manage or interact with care provision.
• Seven in ten families would like daily updates, but only around half receive them that often.

Where platforms enable two way communication, families report even greater value. Eighty seven per cent of those using digital tools say they can share updates with their provider. However, gaps remain around usability, training and timely information.

Closing the expectation gap

The report calls on providers, commissioners and system leaders to treat digital communication as core care infrastructure rather than an optional extra. It argues that closing the expectation gap between what families want and what services currently provide is essential to rebuilding confidence across older people’s services, learning disability services and mental health services.

Sam Hussain, Chief Executive of Log my Care, emphasises that digital maturity is not about adding more tools, but about using technology with purpose to make good care visible and to reduce reactive workload.

Professor Martin Green OBE, Chief Executive of Care England, highlights that confidence in care is built through everyday communication, transparency and trust. Digital tools can strengthen relationships and reduce anxiety when implemented thoughtfully, but they must be supported by investment in people, training and culture.

Download the report

You can download the full report, What shapes family confidence in care, here: