1.1 Encourage the individual to communicate their needs, preferences and personal beliefs affecting their personal care

This guide will help you answer 1.1 Encourage the individual to communicate their needs, preferences and personal beliefs affecting their personal care.

Communication is the foundation of good care. When you support someone with their personal care, it is important to listen to what they want and respect their choices. Even if communication is difficult, everyone has the right to say what matters to them. Encouraging people to talk about their needs, preferences, and beliefs leads to respectful and dignified care.

What are Needs, Preferences, and Beliefs?

Everyone’s needs are unique. A person’s needs might include physical support such as help with washing, dressing or eating. Preferences might include the time they like to get up, how they do their hair, or choosing their own clothes. Personal beliefs can relate to religion, culture, family traditions, or lifestyle choices. All of these influence the way someone wants to be cared for.

Needs
These are things the person requires for health or comfort. For example, they might need a certain diet for a medical condition, regular pain relief, or specific mobility support because of a disability.

Preferences
These are the ways a person likes things done. For example, they might prefer a bath to a shower, or want to use their own soap, or have music playing while they get dressed.

Beliefs
These relate to religion, cultural background, or personal values. For example, someone might need care workers of the same gender for personal or religious reasons. They may observe dietary laws, or need time set aside for prayer.

Listening and asking questions in a kind way helps you learn what is important to each person.

Creating a Positive Environment for Communication

To encourage a person to express themselves, make the environment welcoming and safe. People are more likely to talk openly when they feel respected and not rushed.

A positive environment can be created by:

• Giving the person your full attention
• Speaking clearly and simply
• Maintaining eye contact (if appropriate for their culture)
• Being patient and not interrupting
• Choosing a quiet space without distractions
• Checking that the person has everything needed to communicate, for example glasses or hearing aids

If someone finds communication hard, use tools like pictures or objects to help them express what they need or want.

Demonstrating Respect at All Times

Everyone has the right to their own choices, beliefs, and privacy. Showing respect helps build trust and encourages people to express themselves openly.

Ways to show respect include:

• Using the person’s preferred name or title
• Using positive body language, such as smiling and nodding
• Never making assumptions about what someone needs or wants
• Being non-judgmental and open-minded
• Respecting their personal space

If someone chooses not to talk about something, accept their wishes. Pushing the person to share can make communication harder in the long run.

Using Person-Centred Approaches

Person-centred care means focusing on what matters to the individual. This approach recognises everyone as an expert on their own life. Workers help each person take control of their care as much as possible.

A person-centred approach involves:

• Asking instead of telling; for example, “How do you like your hair washed?” rather than “Let’s wash your hair now.”
• Giving people time to make decisions
• Involving them in planning daily routines
• Encouraging them to express likes, dislikes, and opinions

If the person’s needs or choices cannot be met straight away, explain why and help them explore other options.

Overcoming Barriers to Communication

Barriers can stop someone from sharing their needs and wishes. These barriers might be physical, emotional, social, or related to language.

Common barriers include:

• Hearing, sight, or speech difficulties
• Language differences
• Memory loss or confusion
• Emotional distress or low confidence
• Lack of privacy

To overcome barriers:

• Use clear and simple language
• Check for understanding and repeat information if needed
• Use signs, symbols or pictures
• Give reassurance
• Provide privacy and time to talk
• Ask if someone wants a family member or advocate present

Never rush or finish sentences for someone. Let them communicate in their own way and time.

Adapting Communication Methods

Everyone communicates differently. Some use words, others rely on gestures, signs, writing, or pictures. Adjust your methods so everyone can express themselves.

Techniques you could use:

• Encourage the person to point to objects or pictures
• Write down choices, if someone finds it easier to read than listen
• Use communication books or boards
• Learn some basic words in the person’s first language
• Use touch if the person is comfortable with it (for example, a gentle tap on the hand)
• Pay attention to facial expressions, posture, and actions

If the person uses a communication aid, make sure it is available and working. Respect their preferred method and support them to use it confidently.

Building Trusting Relationships

Trust makes it easier for people to share private or sensitive information, including beliefs and personal care preferences.

Key steps to build trust:

• Keep promises and always follow through
• Explain your role and what you are doing
• Don’t gossip about the person or talk about them in their presence
• Treat all information with confidentiality
• Stay reliable and approachable

Over time, trust helps people feel safe to speak up about what matters.

Supporting Choice and Control

Personal care is very intimate. To protect dignity and independence, encourage people to make their own choices wherever possible.

Examples of supporting choice:

• Ask what the person wants to wear
• Offer a choice of food and drink
• Discuss how and when personal care takes place
• Respect the decision if they refuse some support

If someone cannot make a decision on their own, involve them as much as possible. Use their history and preferences to guide your actions.

Encouraging Self-Expression in Diverse Settings

Every setting is different, and people come from many backgrounds. Adapt your approach to fit the situation.

At home:
Let the person use their own things. Respect household routines and family practices.

In residential care:
Discover the person’s routines and involve staff in supporting expression and choice.

In hospitals or clinics:
Remember that people may feel anxious. Allow extra time and use quiet spaces when possible.

If the person’s beliefs are unfamiliar, research or ask about them. Speak to family, friends, or support workers if needed (with the person’s permission).

Recognising Non-Verbal Communication

Not all communication is spoken. Many individuals express themselves through body language, actions, facial expressions, touch, or eye contact.

Signs to watch for:

• Smiling, frowning or crying
• Moving away, turning their head, or avoiding eye contact
• Gesturing or pointing
• Changes in behaviour, such as withdrawing or becoming upset

Spotting these signs helps you understand when someone feels uncomfortable, happy, or distressed. Respond to their signals and offer support or reassurance.

Documenting Needs, Preferences, and Beliefs

Recording what you learn about someone’s needs and beliefs is important. Good records help everyone involved in the person’s care.

How to document:

• Use clear, factual language
• Note the person’s own words if possible
• Keep records up to date
• Share relevant information with the care team, following privacy laws

Accurate records help avoid mistakes and show respect for the individual.

Safeguarding Rights and Dignity

Supporting people to express their needs and beliefs protects their dignity. It is a basic human right under UK law.

If you see anyone being ignored or mistreated, report it following your organisation’s safeguarding procedures.

Remember:

• Never talk down to the person
• Always involve them in decisions about their own care
• Treat everyone with fairness, regardless of age, ability, religion, or background

Working with Families and Advocates

Some people need help to speak up for themselves. Families, friends or advocates can support communication.

Ways to work alongside supporters include:

• Making time for joint discussions
• Asking for information about the person’s history, culture, and routine (if the individual is happy with this)
• Including advocates in meetings or care planning
• Checking with the person that information is shared with people they trust

If the person cannot communicate at all, those closest to them can help interpret their cues and background.

Providing Information in the Right Way

To make good choices, people need the right information. Give clear explanations about care routines, reasons for tasks, and any options.

Good practice includes:

• Using plain English
• Breaking information into small parts
• Checking for understanding
• Answering questions patiently
• Repeating information, if asked
• Providing written information or visuals if wanted

Let people know they can change their mind about care choices at any time.

Encouraging Feedback

Feedback is valuable. By asking for feedback, you help people become more involved in their own care.

Ways to encourage feedback:

• Ask “Is there anything you would like to change?”
• Give regular opportunities to talk about care routines
• Use feedback forms or suggestion boxes
• Listen carefully and act on what you hear

If feedback leads to changes, explain what will happen and when.

Supporting Spiritual, Cultural, and Lifestyle Beliefs

Personal care often touches on culture, faith, and lifestyle. Be sensitive and curious about beliefs, especially those that affect care.

Some practical steps:

• Ask about any rituals, prayers or traditions
• Respect fasting or food restrictions
• Make space for religious items or music
• Find out if the person wants support from a faith leader or community group
• If uncertain, say you want to help and are open to learning

If beliefs affect health or safety, discuss options without dismissing the person’s wishes.

Handling Sensitive Conversations

Some conversations can feel difficult, especially about private or personal matters. Approach these with empathy and care.

Guidelines include:

• Speak in private
• Allow the person to lead
• Be patient with silences
• Show understanding and never judge
• Use the person’s own words if possible

If someone gets upset, remain calm and supportive. Let them know you are there to help.

Checking for Understanding

Sometimes, people may say yes or nod even if they do not agree or understand. To check:

• Ask open questions, such as “Can you tell me what you would like?”
• Use “teach back”. Say, “Can you show me how you want that done?”
• Look for signs of doubt or discomfort

Making sure someone truly understands avoids mistakes and respects choice.

Confidentiality and Trust

Everything shared in confidence must stay private, except if there is risk of harm. Keeping information safe builds lasting trust.

Practical ways to protect privacy:

• Speak quietly when discussing personal matters
• Close doors or curtains during care
• Never share information without consent, unless safety is at risk

Everyone deserves their private details to stay protected.

Reflecting on Your Own Communication

Improving your skills helps individuals feel confident to express themselves. Regularly think about your own approach:

• Am I really listening?
• Do I use the language and tone that suits the individual?
• Do I follow up on concerns or requests?
• Am I open to learning about new cultures or beliefs?

Ask for feedback from colleagues or supervisors to get better.

Legal and Policy Requirements

UK laws, including the Care Act 2014 and Human Rights Act 1998, protect people’s rights to express views about their lives and care. Your workplace will have policies guiding good communication and support for personal beliefs.

You must:

• Respect each person’s legal rights
• Learn the policies in your workplace
• Speak up if you see anyone’s rights being ignored

Final Thoughts

Supporting people to communicate their needs, preferences, and beliefs is the basis of safe, respectful, and effective care. Remember:

• Listen carefully and with respect
• Use the best method for each person
• Pay close attention to culture, religion, and lifestyle
• Check for understanding, not just agreement
• Involve the person, their family, or advocates as needed
• Keep everything private and confidential

Good communication makes personal care more individual, builds trust, and helps everyone feel valued.