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Communication: It’s All About Perspective

Man leaning on large smartphone with text messages on the screen, surrounded by plants.

Hello again! Today’s topic is one that is consistently tied to both client satisfaction and caregiver retention, Communication. In the 21st century, communication is something that we often take for granted. Our phones have the ability to call, text message, video-conference and update Facebook and Instagram instantly. Technology is just another part of our lives. While it gives us the ability to communicate in myriad ways, sometimes our interactions with others come across without our intentions being clear.  

For example, take a text message, when you send a text there’s no taking it back. If you send just words in the text message, then your tone of voice isn’t showing. So what you meant as a joke or sarcasm can be seen by the recipient as inconsiderate. You may be wondering where I’m going with this. We have to take into consideration the audience that we are communicating with.

Consider the Audience

Your clients, and by extension their family members, want and need a different style of communication than your caregivers. Your client’s families want to be kept updated on how their loved one is aging in place and whether their care plan needs to change. Whereas, your caregivers want to know things like when to be at work, how to update the office on the client’s condition, and when they are getting paid.

The type of information about your clients that relatives and caregivers need to communicate back to you is similar. However, the ways in which your clients’ families and caregivers communicate the information will be quite different. Make sure that every time you communicate with your caregivers and your clients you are always crystal clear. 

Respect is Key in Communication

Another aspect of communication that can’t be ignored is that your caregivers must not only be treated with respect but feel respected. Your caregivers want to know that they are respected by you, your admins, as well as, by the clients they care for. One of the biggest things your agency can do to increase caregiver retention is to make sure that your caregivers work in a culture of respect and are valued for the care they provide to your clients.

It is vital that the communication between your caregivers in the field and your office is a two-way street.

The caregivers will also feel like they are backed up by a team when they communicate client updates to the office, and in return receive confirmation from the office that their concerns were noted. Your caregiver is often going to be the first person to notice a client’s change in condition. It is vital that the communication between your caregivers in the field and your office is a two-way street.

If your agency wants to improve Communication, our company is here to help. We offer a free 30-minute Consultation, and our team has real-world experience running personal care agencies. Give me a call at 678-340-3649 or email us at We look forward to working with your agency

Author: Tyler West

Tyler West is a founding partner of Senior Care Business Advisors with over 10 years of experience in personal care, home care, health care and technology. He is also a former Director of Operations for a Home Care Agency and worked in technology with ClearCare and other organizations. Additionally, he is a published author. Connect with him through Senior Care Business Advisors website,, or LinkedIn You can also reach him via email at

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