Communicating with service users during Care Act Assessments: Video resource
It can be challenging for social care practitioners to manage the expectations of people drawing on care services whilst undertaking their Care Act Assessments. Skilled communication is essential to ensure that they have a positive experience of assessment. This evidence briefing considers how practitioners can best communicate with people and their families during and after Care Act Assessments.
The evidence
The evidence briefing highlights two key areas for practitioners to consider when undertaking Care Act Assessments:
Assessments as conversations
Engagement can be improved when practitioners:
- Use a conversational format rather than working through a form.
- Enable the person being assessed to direct the conversation.
- Explain clearly how the issues discussed will contribute to the goals of the assessment.
Communication Skills
- Moving a conversation onto another topic is a useful interview skill. Spotting opportunities in the conversation to explore issues in more depth and guiding the person to ensure all the relevant information is captured.
- Using observations about the physical environment can help with conversations but need to be checked with the person so assumptions are not made.
- Conveying empathy – framing the assessment as an opportunity to work together for their benefit.
For more information see the Communicating with service users during Care Act Assessments briefing.
Carer perspectives
Amanda Threlfall is a carer and Chair of the Service User and Carer Advisory Group (SUCAG) for ConnectED.
Amanda recorded this short video to share at a locality team awayday where this briefing was introduced and discussed. In the video Amanda acknowledges the challenges faced by staff undertaking Care Act Assessments and shares her own experience as a carer and of Care Act Assessments.
(Length: 9 minutes)
What the evidence means for Amanda:
- Physical observations – Amanda highlights how visual clues are important for social care practitioners in assessing needs.
- Conversational approaches – Amanda highlights the importance of honesty and transparency. Although conversation is the best way to approach assessments it is important for the people being assessed to understand the scope of the assessment and how the information they are giving is being recorded and used.
Concerns about safeguarding – Amanda highlights her worries about highlighting issues during the assessment that might compromise her role as a carer for her husband. A role which she sees great value in.
Reflective questions
- Do you have any examples of physical observations in assessment offering opportunities for conversation? How do these opportunities support you to gather information for the assessment?
- How do you talk openly and honestly with people and their carers about the opportunities and constraints of assessment? And how do you support them to understand and contribute to the goals of the assessment?
- Are you able to check the final version of your assessment with them before submitting it?
How do you acknowledge the person being assessed and their carer’s experiences and feelings and provide reassurance to help them be open and honest about their needs?
