What to Do When Conflicts Arise in a Care Home | A Family Guide
Disagreements can happen in any care setting. That might mean a concern raised by a family member, tension between residents or a conversation with staff that didn’t go as expected.
So, how is conflict typically handled in a care home? Continue reading to discover the steps to take if something isn’t right and how to approach the situation in a fair and constructive manner for everyone involved.
How Should Conflicts be Handled in a Care Home?
Conflicts in care homes should be addressed through a transparent and respectful process. Concerns should be raised with a senior member of staff, discussed calmly and followed up in writing if needed. Care homes are expected to listen, respond appropriately and involve the right people where necessary
6 Common Types of Conflict in Care Homes
These are some of the most common situations where care home conflict can occur:
Between residents
Tensions can arise when people share space, especially if there are differences in routine, personality or if a resident is living with dementia.
Between families and staff
Concerns about communication, care decisions or day-to-day support can lead to disagreement, especially if expectations aren’t aligned.
Between family members
It’s not uncommon for relatives to have differing views on what’s best, particularly when it comes to medical treatment or involvement in decisions.
About personal care and routines
Conflicts sometimes come up around preferences, how someone is supported, what time they get up or what activities they take part in.
When care needs increase or change suddenly
Shifts in health can lead to urgent decisions, and if families aren’t informed clearly, frustration or worry can follow.
When feedback or concerns aren’t addressed quickly
If someone feels they’re not being listened to or that a concern is being dismissed, it can unfortunately lead to a breakdown in trust.
What to Do With a Disagreement in a Care Home
Most care homes expect and welcome feedback because it helps improve communication and care.
Here are some tips on how to approach a situation where a conflict or concern has come up:
1. Take a moment before reacting
If something happens that upsets you or your loved one, try to gather the whole picture before responding. Strong emotions are understandable, but it’s often clearer to speak once you’ve had a chance to step back, to avoid making the situation worse or burning bridges.
2. Speak to the right person
Start with the most appropriate staff member, who could be a senior carer, the nurse in charge or the home manager. If you’re not sure who that is, ask a care home staff member to point you in the right direction.
3. Be clear and specific
When raising a concern, focus on what happened, not assumptions or opinions. Share what you saw or heard, why it concerned you and what you’re hoping for in response. Perhaps even keep a written record of instances, including specific dates and times.
4. Listen to their response
There may be context you weren’t aware of. Let the staff explain their side and ask questions if something isn’t clear.
5. Follow up in writing if needed
If the issue is serious or ongoing, it’s a good idea to carry on the conversation in writing. As mentioned, this creates a record and helps keep things clear for everyone.
6. Use the formal complaints process if necessary
If the issue isn’t resolved, ask for the care home’s complaints procedure. Every registered care home is required to have one in place. You can also raise concerns with the provider or a regulatory body if needed.
What a Good Care Home Should Do in Response
A good care home will treat any concern with care and professionalism. Even if the issue seems small, it should be taken seriously and not dismissed. Staff should respond calmly, without defensiveness and provide a clear explanation of the following steps to be taken. You’ll be informed who is handling it, what the follow-up will entail and when you can expect any updates. If the issue requires more time to investigate, you should be kept informed rather than left to chase for answers.
Any concerns raised will be documented accurately, ensuring a clear record of what was said and the corresponding action taken, but if the issue is more serious, like relating to safety or health, it should be reported to the appropriate professional or authority immediately. If the response feels unclear or you’re not confident it’s been handled well, it’s entirely reasonable to ask for the matter to be looked at again or raised through the formal complaints process.
Handling Care Home Concerns with Confidence
Raising a concern in a care home can feel uncomfortable, especially when it involves someone close to you. You might think speaking up is causing trouble, but it’s important to do so because it makes sure your relative is being supported in the right way.
When handled properly, these conversations can lead to better communication and stronger relationships between families and care teams. Knowing who to speak to and when to escalate an issue can help you feel more confident about stepping in when something doesn’t seem right.
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