Why Mutual Trust is the most important asset in any Care Service
Published: 12/03/2019
We are a “people business” providing vital support and care to vulnerable adults – each with their own needs and preferences. Together we create an infinitely complicated and ever-changing daily world of activity, interactions and emotions – all of which depend above all on the trust we have in each other.
Trust is critical in any organisation. If a potential client does not trust us they will go elsewhere. If an existing client loses trust, they will end the service. Selecting carers for yourself or a loved one, takes huge trust and courage. You are allowing people you do not know to come into your house, to look after you, often in the most personal way. Living alone as a vulnerable adult you may be wholly dependent on us to help make sure your daily needs are met, allowing you to remain safe at home. Carers have to make sure you have the correct medication, help keep you clean, free from infection and sores. They make sure you have food in the house, stored properly and cooked as you like – safe for you to eat.
The mighty City of London built its reputation over centuries on the saying “My word is my bond”. Managers and carers built trust with clients by constantly keeping their word. Turning up at the agreed time, making sure the support plan is followed and above all, being a good and faithful companion. To maintain trust, the service must be consistent, every visit, every day. The clients depend on us. If something is not right, the client must feel comfortable raising their concern. Such concern must be listened to – and acted on. Through consistency, attention to detail and being responsive, trust can be deepened and the service continually improved.
We don’t sell goods – we provide a service. Our product is intangible. Its delivery depends on our carers who (like all people) are complicated and will have good days and bad days. They work remotely – on their own – often under a lot of pressure as clients go missing, won’t answer the door, don’t recognise them, are sick, distressed, confused, sad, not hungry, moody, angry or at risk from “friends” or unknown visitors. Our carers on occasion have to deal with neighbours or next of kin complaining or unhappy, perhaps because they do not understand a situation, a change or an aspect of the support plan. Remember, our primary role it to support our client’s requests and preferences. We are there first and foremost – for the client.
Carers take on a lot of responsibility. Every day they represent Right at Home – holding in their hands the precious trust we work so hard as a team, to build with each client. We provide as much support and supervision as we can but recognise selecting, training and retaining the right people is fundamental to success in providing a quality service. Every carer must be patient, caring, reliable and above all 100% committed to doing their very best every visit, every day.
Trust is also critical between any organisation and it staff. In employment law there is a concept of “trust and confidence”. It is recognised that where “trust and confidence” between an employer and employee has come to an end, the relationship is over. As managers we know we must be consistent, open and honest. We must keep our word to staff, listening to their concerns and putting things right where we can. Carers need to be open and honest with us too. They need to work as part of a team and share in our overriding mission – to provide the very best care and support we can to each client. Sometimes this means they need to put their needs second – going the extra mile, staying late or going outside their comfort zone, to respond to a client’s immediate needs. This spirit – this attitude – cannot be written down in a job specification or contract. Carers have to find it in themselves, making the right choices working alone, taking the initiative, being thoughtful and doing the right thing.
As clients put their trust in us, similarly we put our trust in our carers. Our role as managers is to constantly monitor, support and nurture trust throughout our organisation and every element of the service. We are a “people business” providing vital support and care to vulnerable adults – each with their own needs and preferences. Together we create an infinitely complicated and ever-changing daily world of activity, interactions and emotions – all of which depend above all, on the trust we have in each other.
