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Home Care Heroes Blog

Home Health Leadership: Difficult Conversations & Improving Trust

Your staff gets along well, they work together, and they have solid relationships with your clients and their families. You treat them well, pay them accordingly and respect the jobs that they do. You treat your clients in superior fashion.

Even so, conflicts happen and people have to face difficult conversations from time to time.  This is an environment that can become emotionally charged, especially when clients or their family members are distressed or jobs are at risk. Home care executives, managers and staff must prepare to handle these conversations better.

A great deal has been written on the subject of difficult conversations and I will suggest two of my favorites below. Some of the keys include understanding your own tendencies in these situations as well as those of others you encounter, and devising a plan to communicate proactively now to build greater trust for later. I encourage executive management to read these, as well as agency staff in areas such as Home Health Care, Private Duty Home care, Infusion Nursing, and any specialty where you will interact with employees, clients and their families.

Here is an example of how Ankota helps agencies institute a proactive approach to communicating: If you are familiar with Ankota's FamilyConnect, you know that it automates much of the repetitive communications between home care agencies and clients' families. If you are not familiar with it, click here for a 60 second overview -Family Connect

Aside from ensuring consistent and timely communications with family members, this regular approach to keeping them informed serves to continually "bank" trust with clients' families. This proactive approach reduces anxiety and eliminates many common misunderstandings that might later become obstacles when circumstances are more difficult.


When stress builds, trust erodes and communications shut down. Do not wait until things become difficult, prepare yourself for these situations now with any of these resources. And, think about implementing a simple, proactive family communications strategy for your agency.


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