The number of different personal or professional care staff clients receive services from impacts clients’ experiences of home and community care. Questions 17 and 34 (shown above) reflect this topic. In their comments, clients expressed that they would prefer having the same staff over time to develop trusting relationships and enhance care consistency. Specifically, clients perceived staff would be able to get to know clients and their preferences and ensure care plans are implemented correctly and consistently. As well, enhance predictability and consistency in scheduling and enable clients the ability to rely on a primary contact person to communicate with. Clients expressed dissatisfaction when staff regularly change, which many reported happens often. This unpredictability made them feel less comfortable, safe, and was felt to negatively impact continuity and quality of care.

More than half (7 out of 12) of the questions reflected topics sharing a common theme of communication. These questions (shown above - Q22, Q24, Q27, Q38, Q40, Q42, and Q44) represent an opportunity to improve communication and understanding between clients and home and community care. Notably, adults aged 65 and older most often responded less favourably to these question.

Regardless of client type, AHS zone, geographic location, and age, clients shared that they value clear and timely communication with staff to be able to make informed decisions and reduce miscommunication. Clients want to voice their feedback, preferences, and questions. They want their feedback to be meaningfully addressed to influence their care and services.

Being able to understand and be understood is also necessary to enable full participation as a partner in their care. It matters to clients that staff, case managers, and providers adapt communication approaches to accommodate their unique language, speech pattern, and modality needs, and that staff listen with compassion and empathy.