New Report Reveals How Families Experience Care Today and What Providers Must Do Next
A new report has revealed that families want real-time updates on care, but many are still in the dark, the new UK research, and has called for greater investment in social care digitisation to improve trust, transparency and communication.
The research from care management software company Log my Care, in partnership with Care England, reveals a major shift in how UK families want to stay informed and involved in their loved one’s care, and the growing role that digital tools can play in strengthening trust, transparency and communication at a time when the adult social care sector is under unprecedented workforce and funding pressure.
The research, conducted by Sapio, surveyed 1,000 people responsible for arranging care for a family member. Among families whose providers offer a digital platform, 81% said it contributed positively to the quality of care their loved one received. The findings show expectations are rising, and families want reliable digital tools that provide real-time updates, two-way communication, and greater visibility throughout the care journey.
However, the research exposes a clear gap between what families want and what they currently receive. Sixty-two per cent said they would like to receive updates via a care app or digital portal, yet only 41% currently do. Almost a quarter (24%) report they have no access to any digital tools to manage or interact with service provision.
When platforms enable two-way communication, they become even more valuable. Eighty-seven per cent of families using digital tools say they can share updates with their care provider through the platform. However, reflecting the gap between expectation and experience, seven in ten families (70%) say they would like to receive updates once a day, compared to only around half (51%) who receive updates at that frequency.
The research also highlights challenges that providers must address to build confidence. One in five families (20%) find digital platforms difficult to use, while 17% say platforms do not provide the information they need. Training and onboarding remain key barriers, with 17% stating they lack adequate training or support from their care provider. Concerns about timely updates are also significant, with 24% of families saying information is not updated in real time.
The findings underline the need for providers, commissioners and system leaders to treat digital communication as core care infrastructure, rather than an optional add-on. The report argues that closing the “expectation gap” between what families want and what services currently offer is central to rebuilding confidence in care, particularly in learning disability, mental health and older people’s services.
The findings suggest the debate has moved beyond whether digital tools belong in care, and instead centres on how they should be implemented to support families without undermining trust. Most families (82%) say they would be open to emerging technologies such as video updates, real-time dashboards, or AI powered care summaries, though 35% would need reassurance about data privacy and security.
Sam Hussain, CEO, Log my Care said: “Families are navigating an increasingly complex landscape long before they ever choose a provider, and too often they are doing so without clear, consistent signals of what good looks like. We produced this report to reflect families’ real experiences and to give providers practical, proportionate ways to strengthen confidence day to day. Social care has digitised quickly, but digital maturity is not about adding more tools. It is about using technology with intent: making good care more visible, keeping families informed and reassured, and doing it in a way that reduces reactive workload rather than adding to it.”
Professor Martin Green OBE, Chief Executive, Care England said: “This research reflects what we hear consistently from families and providers alike: confidence in care is built through everyday communication, visibility and trust, not just through headline indicators of quality. Digital tools, when used well, can strengthen relationships between families and care services, reduce anxiety, and support more open, person-centred care.
“But technology is not a silver bullet. Investment in digital infrastructure must go hand in hand with investment in people, training and culture if we are to realise the full benefits for families and those drawing on care and support. At a time when the sector is under intense financial and workforce pressure, this research offers a practical reminder that improving communication and transparency is not just good practice, it is fundamental to sustaining confidence in the care system.”
