In aged care and community services, there’s one constant that underpins everything: communication. It’s the glue that holds together the relationships between clients, families, frontline teams, and office staff. Technology plays a role, but the real driver of quality, trust, and outcomes in care is the way people connect, share, and stay informed.

Every day, clients ask: When is my service? Has something changed? Can I see my documents? Families want to know: Can we make a change? What are we entitled to? Where is the contractor? And frontline teams? They need answers to: What’s changed? What requests are outstanding? What does the client need right now?

Why is this important: These aren’t just operational tasks. They’re communication moments. The ability to exchange information quickly, clearly, and accurately is what ensures care runs smoothly.

Key Takeaways at a Glance

  • 70%+ of calls into care providers are about schedules, updates, and changes – highlighting how critical real-time communication is.

  • Over 80% of clients prefer SMS for quick updates – instant, simple, and clear.

  • 100% of clients still value the telephone – the trusted, universal channel for reassurance and urgent needs, yet its inefficient for teams

  • Around 50% of clients opt for apps sometimes – but they often switch between channels depending on context, proving that flexibility is essential.

  • Strong communication reduces risk. Misunderstandings and missed updates remain one of the top drivers of complaints in care.

Why Communication Matters

The success of care doesn’t just depend on services delivered. It depends on confidence – clients feeling safe, families feeling reassured, and staff feeling clear on what’s required. Poor communication creates stress, confusion, and unnecessary workload. Strong communication builds trust and clarity, directly improving outcomes.

The real opportunity is closing the communication gap: making sure everyone involved in care knows what’s happening, what’s changing, and what’s needed, without friction.

The Impact of Strong Communication

When communication becomes a core capability, the benefits are immediate:

  • Clients feel secure because they’re always in the loop.

  • Families feel reassured because they can easily get the clarity they need.

  • Frontline teams feel empowered because they’re working with up-to-date information.

  • Office staff feel in control because they’re not overwhelmed by repetitive calls.

In short, communication reduces stress, creates efficiency, and drives better care experiences.

The Future of Care Engagement

Providers who thrive in the future will be those who recognise communication as the foundation of engagement. That means building systems and processes that:

  • Support multi-channel engagement: SMS, phone, apps, and more.

  • Bring conversations into one place.

  • Share real-time updates seamlessly.

  • Capture and act on feedback instantly.

  • Keep clients, families, and staff aligned every step of the way.

Final Thought: The role of communication in care can’t be overstated. It’s not an add-on – it’s the heart of the client experience. When providers prioritise communication across multiple channels, they don’t just solve operational challenges. They elevate the entire care journey, ensuring people feel connected, supported, and valued.

So here’s the question to ask: How are we treating communication as the core of care – and do we have the right partner to help us get there?