How LTC Teams Can Reduce Complaints Before They Start

Aug 06 | Varsha Chaugai

In LTC, family complaints are not just about unmet expectations. Often, they stem from a lack of clarity, delayed updates, or communication breakdowns. These issues are preventable, but they continue to cost communities time, morale, and trust.

The good news: With the right systems and mindset, LTC teams can reduce complaints before they start. It begins with understanding the root causes and shifting from reactive to proactive communication.

Too often, team members are pulled away from resident care to answer repetitive questions from family members. The calls about medications, appointments, and daily activities are not unreasonable. But when the only way families can get updates is by calling the nurse's station, frustration builds on both sides.

This approach leads to:

• Longer response times
• Incomplete or inconsistent messaging
• Lower satisfaction scores
• Team burnout

When families feel they are “in the dark,” they are more likely to file complaints. But when they feel informed, involved, and reassured, the relationship becomes collaborative instead of confrontational.

Proactive communication means providing updates before questions arise. It gives families visibility into their loved one's care and removes the uncertainty that often fuels complaints.

Leading communities are now using digital portals like Engage⁺ to provide real-time access to health records, care plans, appointments, and secure messaging. These tools allow teams to focus on care while ensuring families stay informed.

The impact is measurable:

• 50% fewer incoming calls
• Higher family satisfaction scores
• Fewer compliance issues are tied to communication

1. “I never know what's going on.”

Solution: Provide regular, automated updates through a family portal. Highlight recent vitals, activity participation, and upcoming appointments.

2. “What my mom says doesn't match what I see”

Solution: Share progress notes, like activities, in the portal to show what mom has been up to.

3. “No one returns my calls”

Solution: Eliminate the need for most calls. A centralized communication system reduces response times and lets families find answers on their own.

4. “I have to keep asking the same questions.”

Solution: Maintain a transparent record that families can access at any time. This consistency reduces anxiety and builds trust.

The idea of new technology can feel overwhelming. But platforms like Engage⁺  are built to work with the systems communities already use, like PointClickCare. With automatic onboarding, intuitive design, and no added workload, teams gain efficiency, not extra tasks.

By reducing repetitive communication, team members reclaim hours each week that can be redirected to resident care and team development.

When communication improves, everything else follows. Residents receive more focused care. Families feel peace of mind. Teams operate with less stress and more efficiency.

Complaints become less about miscommunication and more about collaboration. And most importantly, communities strengthen the trust at the core of every care relationship.

Want to see how your team can cut complaints in half? Book a demo, and we can walk you through.