Building Trust with Families Through Proactive Communication
In long-term care, families are more than visitors. They are advocates, decision-makers, and vital partners in a resident’s care journey. When communication is inconsistent or unclear, it damages trust, increases complaints, and leaves staff scrambling to reassure anxious relatives.
SharelyCare’s Family Engagement AI Assistant helps long-term care (LTC) and skilled nursing facilities stay ahead of these challenges. This emotionally intelligent solution gives families timely updates, instant answers, and a stronger connection to the facility without creating extra work for staff.
Problems Faced by LTC Facilities
- Families Feel Left Out and Uninformed
Without consistent updates or a clear way to ask questions, families may feel disconnected from what is happening with their loved one’s care. Repeated calls to the front desk or nursing staff take time and often still leave concerns unresolved.
- Staff Burnout from Escalated Family Complaints
When families feel uninformed or frustrated, they often voice their concerns directly to frontline staff. These conversations can be emotionally charged and, over time, they wear down morale and pull staff away from resident care.
- Increased Complaints and Reputational Risk
Poor communication often results in more formal complaints being filed with state agencies. Small frustrations can escalate into grievances or negative public reviews when families feel ignored or out of the loop.
SharelyCare’s AI Solutions
The Family Engagement AI Assistant is designed to strengthen transparency, clarity, and trust between LTC providers and the families they serve. It offers automated, proactive, and emotionally attuned communication throughout the entire care journey.
🔍 QAPI + Plans of Prevention
🔹 Automatically delivers personalized updates and facility news to family members
🔹 Provides instant answers to common policy and care-related questions
🔹 Uses natural language understanding to detect emotional tone in messages
🔹 Routes urgent or sensitive concerns directly to staff with helpful context
🔹 Supports families from pre-admission through discharge and beyond
Outcomes
- Families feel informed, reassured, and connected
- Staff spend less time answering repetitive questions and more time focused on residents
- Faster, more efficient grievance follow-up improves resolution time and family communication
- Higher scores on public reviews
- Stronger trust between families, frontline staff, and leadership
What's Next?
Clear communication builds trust, but unresolved complaints can quickly undo it. Up next, we’ll show how SharelyCare.ai streamlines grievance management with faster response times, better tracking, and audit-ready documentation.
Discover More About SharelyCare.ai
Speak with Chuck Roberson, LNHA - AI Integration & Customization Specialist at SharelyCare.
Book a demo