Families say trust in social care providers would be rebuilt through everyday communication

New research shows that families of adults with learning disabilities who use social care services would have greater confidence in the care system if everyday communication, visibility and trust were improved.

The report ‘What shapes family confidence in care’, produced by Log my Care in partnership with Care England, found that families wanted greater visibility throughout the care journey and real-time updates on care and believe this would improve trust.

Over 1,000 people responsible for arranging care for a family member were surveyed to explore decision-making, communication preferences, use of digital tools, trust, and confidence in care providers, as well as perceptions of how technology supports or hinders involvement.

The researchers said that the report exposes a clear gap between what families want and what they currently receive. Sixty-two per cent said they would like to receive updates via a care app or digital portal, yet only 41% currently do. Almost a quarter (24%) report they have no access to any digital tools to manage or interact with service provision.

When platforms enable two-way communication, they become even more valuable. Eighty-seven per cent of families using digital tools say they can share updates with their care provider through the platform. However, reflecting the gap between expectation and experience, seven in ten families (70%) say they would like to receive updates once a day, compared to only around half (51%) who receive updates at that frequency.

Digital tools can help rebuild trust in the sector

The research also highlights challenges that providers must address to build confidence. One in five families (20%) find digital platforms difficult to use, while 17% say platforms do not provide the information they need. Training and onboarding remain key barriers, with 17% reporting inadequate training or support from their care provider. Concerns about timely updates are also significant, with 24% of families saying information is not updated in real time.

Professor Martin Green OBE, Chief Executive, Care England, said that families are no longer peripheral to care. They are central to decisions, deeply invested in outcomes, and increasingly influential in how care quality is perceived, discussed and judged.

For many, they are advocates, navigators and, at times, the final safeguard when systems feel unclear or stretched. Their confidence in care is no longer simply a matter of individual satisfaction. It has become a strategic issue for the sector’s sustainability, credibility, and future. This research is therefore timely and important.

He added: “This research reflects what we hear consistently from families and providers alike: confidence in care is built through everyday communication, visibility and trust, not just through headline indicators of quality. Digital tools, when used well, can strengthen relationships between families and care services, reduce anxiety, and support more open, person-centred care.

“But technology is not a silver bullet. Investment in digital infrastructure must go hand in hand with investment in people, training and culture if we are to realise the full benefits for families and those drawing on care and support. At a time when the sector is under intense financial and workforce pressure, this research offers a practical reminder that improving communication and transparency is not just good practice, it is fundamental to sustaining confidence in the care system.”

Digital communication is key to effective social care

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 learning disability services.

Sam Hussain, CEO, Log my Care, said: “Families are navigating an increasingly complex landscape long before they ever choose a provider, and too often they are doing so without clear, consistent signals of what good looks like. We produced this report to reflect families’ real experiences and to give providers practical, proportionate ways to strengthen confidence day to day.

“Social care has digitised quickly, but digital maturity is not about adding more tools. It is about using technology with intent: making good care more visible, keeping families informed and reassured, and doing it in a way that reduces reactive workload rather than adding to it.”

Alison Bloomer

Alison Bloomer is Editor of Learning Disability Today.

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