Family confidence is now a measurable driver of provider resilience.
In a system under pressure, trust is built or lost in the everyday moments:
- How visible care feels
- How predictable communication is
- How consistently families feel listened to
Download the report and discover how families experience care today and what providers must do next.
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With contributions from
Communication gaps
Communication frequency is one of the
clearest signals of how confident families
feel in care. The research shows a
consistent gap between how often
families want to be updated about their
loved one’s wellbeing and how often
updates are currently received.
Family appetite for technology
Families overwhelmingly expect modern
digital tools — but access and effective
use do not consistently meet that
expectation.
Digital platforms in practice
Despite varied experiences of access and
usability, families are broadly clear about
the role digital platforms can play in care.
When asked to reflect on their impact,
most families associate digital tools with
improvements in care quality rather than
detracting from it.
Features & emerging technology
Families’ views on emerging technologies
signal an important shift. The question is
no longer whether digital tools should be
used in care, but how far they can go in
supporting understanding and
reassurance without undermining trust.
