1.3 Describe dilemmas or conflicts that may arise when working in partnership with families

This guide will help you answer 1.3 Describe dilemmas or conflicts that may arise when working in partnership with families.

Working with families is an important part of health and social care. Building positive partnerships means recognising the strengths families offer, as well as understanding the times when dilemmas or conflicts might happen. These situations can be challenging but are common in care work. Understanding them helps you respond in a fair, respectful, and professional way.

Differences in Opinions About Care

Families and care workers might have different views on what is best for the individual.

Common situations include:

• Disagreement over care plans or treatment, such as medication, therapies, or routines
• Families wanting more involvement than the person themselves wishes
• Care workers following professional guidelines that conflict with family wishes

If an individual has the mental capacity to make their own choices, their wishes must come first. This can lead to conflict if family members believe their approach is better, or if they feel left out of decisions.

Balancing Independence and Protection

A key dilemma is supporting the person’s right to independence while keeping them safe. Family members may want to protect their loved one from risk, while the person wants to make their own choices—even if those choices seem risky.

Examples:

• Families wanting to restrict outings to prevent accidents, but the person wants freedom
• Disagreement over diet, drinking, or lifestyle habits that families see as a risk, but the person enjoys

Care workers must respect the individual’s choices as long as they understand the consequences, known as having capacity.

Confidentiality and Sharing Information

Confidentiality means not sharing private information without consent. Families often want updates and insights, but you must have clear consent from the individual before discussing their health, behaviour, or personal affairs.

Challenges may arise when:

• Family members ask for information the person has not agreed to share
• Care workers feel pressure to break confidentiality for family reassurance
• The person wishes for privacy from their family

Staff can only share information if the person gives permission, or if there is a legal or safeguarding reason.

Cultural or Religious Differences

There may be clashes between the individual’s wishes, their family’s beliefs, and the approaches of care staff. Tension can arise if:

• The person’s lifestyle or choices do not match their family’s cultural or religious values
• Care workers are unfamiliar with the family’s traditions, leading to misunderstanding
• Disputes over food, dress, or daily routines linked to faith or tradition

It can be hard when the person wants to do things in their own way but the family expects strict observance.

Expectations of Family Roles

Some families believe they should be fully in charge of their relative’s care, while others expect the care service to take over. Problems happen if:

• Family expect care workers to do more than is agreed
• Family want to direct care but do not understand organisational or legal limits
• Care workers feel undermined or criticised by family input

These situations can cause stress for both the worker and the family.

Limitations on Resources

Sometimes there are not enough resources to meet everyone’s hopes or needs. This might concern:

• Number of care hours provided
• Equipment availability
• Access to services such as day centres or respite care

Families may feel their loved one is missing out or unfairly treated, resulting in complaints or disappointment. Care workers can feel caught between family expectations and what is actually possible.

Power of Attorney and Legal Authority

Where a family member holds formal decision-making power, conflict may arise if their decisions do not match the individual’s wishes, or the professional perspective.

You may face dilemmas such as:

• Navigating situations where the family makes choices that staff believe are not in the person’s best interest
• Resolving disagreements about end-of-life wishes, financial management, or medical treatment

Where someone lacks mental capacity, legal guidance must be followed. Tensions can occur if the family and professionals interpret best interests differently.

Emotional Stress and Guilt

Caring brings up feelings such as guilt, loss, frustration, and fear. Families may feel defensive, overly demanding, or distressed, leading to arguments or emotional outbursts.

Issues may be:

• Family believing staff are doing too little
• Blaming themselves or staff for changes in the person’s health
• Wanting staff to reassure them or fix problems that are nobody’s fault

Care workers might be caught in the middle, trying to meet everyone’s needs.

Adjusting to Changing Roles

Major life changes—such as new care arrangements, increased care needs, or moves into residential care—cause stress. Families may struggle to adapt.

Conflicts can come up when:

• Family feel excluded from decisions
• Shifts in responsibility are not clearly agreed
• Feelings of loss or fear for the future make constructive discussion harder

Discussions about money, housing, or long-term care can be especially sensitive.

Involving the Individual in Decision-Making

A frequent problem is families making decisions “for” rather than “with” the person. This may happen through habit, time pressure, or believing it is in the person’s best interest.

Potential difficulties:

• Families dismissing the person’s views, especially if they have communication difficulties
• Care workers needing to advocate for the individual’s rights and preferences
• The person feeling ignored or losing confidence

A sense of fairness means everyone involved—especially the individual—should be included as much as possible.

Unclear Communication

Poor communication creates misunderstanding and mistrust. This can happen when:

• Information is not explained clearly to the family
• Staff use jargon or complicated forms
• Family are left out of updates or reviews

Lack of regular and open conversation can turn minor worries into bigger conflicts.

Allegations and Complaints

If families are unhappy with care, they may make complaints or allegations against staff. Workers may feel defensive or worried.

In these situations:

• All parties need to follow clear procedures
• Keep records of actions and conversations
• Try to resolve problems quickly, calmly, and fairly

Short tempers or upset can make conflicts worse.

Disagreements Between Family Members

Not all family members agree about what is best. Arguments between siblings or relatives may spill over into meetings or decisions. Conflicts could be:

• Who should provide care or make decisions
• How money or assets should be managed
• Past disagreements influencing current cooperation

Professionals need to remain neutral and focus on the needs and wishes of the person being supported.

Managing the Impact

Dilemmas and conflicts are part of care work. You can help by:

• Listening to all sides with empathy and respect
• Keeping the person at the centre of decisions
• Using clear, open, honest communication
• Documenting all important discussions and agreements
• Seeking advice from managers or using mediation if needed

Focusing on respectful partnership, with fair boundaries and clear professional standards, helps reduce the impact of conflicts.

Final Thoughts

Dilemmas and conflicts between care workers and families can involve differing opinions, cultural expectations, privacy concerns, emotional reactions, and practical limits. Clear communication, respect for the individual’s wishes, and following professional guidelines are key to managing these situations. Supporting families and individuals through challenges helps everyone achieve better outcomes and a more positive experience of care.