Communication with Families 

What to Do Next

Use this guidance if a family member asks you to change how care is delivered.

What to do

1. Listen respectfully and acknowledge their concern

2. Do not agree to changes outside the care plan

3. Explain your role clearly, using calm language

4. Refer the request to the office for review

5. Continue to follow the current care plan

What to say

Helpful responses include:

• “I can’t change the care plan myself, but I’ll pass this on.”

• “The office needs to review any changes so everyone is consistent.”

• “I’ll make sure this is discussed properly.”

What not to do

• Don’t agree to changes “just this once”

• Don’t argue or become defensive

• Don’t promise outcomes

When to report

Report to the office if:

• You’re asked to change care or routines

• There is disagreement about how care should be provided

• You feel pressured or uncomfortable

Remember

• Consistency protects the person being supported

• Boundaries support safe, person-centred care

• You are supported when you follow the care plan