1.7 Explain the range of stakeholders to whom decisions may need to be communicated

This guide will help you answer 1.7 Explain the range of stakeholders to whom decisions may need to be communicated.

Communicating decisions is a core part of a leadership or management role in adult care. Decisions can affect many people and groups. These people or groups are known as stakeholders. A stakeholder is any individual, group, or organisation with an interest in, or who is affected by, decisions and actions.

Different decisions have different effects. Some decisions may influence policies, care delivery, staff duties, or how resources are used. Recognising the range of stakeholders helps you share relevant information with those who need it, keeping everyone informed and involved.

Clear communication with stakeholders builds trust, improves outcomes, and strengthens the quality of care. Failure to do this can lead to misunderstandings, dissatisfaction, or problems that impact people’s welfare or the service.

Service Users

Service users are at the centre of adult care. These are the people receiving support or care from the service. Decisions about their care, routines, support plans, environment, or changes in service delivery directly affect them.

When making decisions, keeping service users informed gives them a voice in their own care. Involving them means you respect their autonomy and choices. You help them understand what is happening and allow them to express preferences or concerns.

Communicate with service users about:

• Changes in care plans
• Adjustments to daily routines
• Introduction of new staff
• Alterations in the environment
• Service policy updates
• Any incidents affecting their care

Using accessible and clear language is important. Use formats that suit their level of understanding, such as verbal explanations, pictures, easy read documents, braille, or interpreters. Keep communication calm, sensitive, and supportive.

Family Members and Friends

Family, carers, and close friends of service users are key stakeholders. Their knowledge and insights about the person’s needs, history, and preferences can help make better decisions. They may be legally recognised as a person’s advocate or next of kin, giving them certain rights under the law.

Family members need clear information on:

• Significant incidents or accidents
• Changes to care packages
• Reviews of care or health updates
• End-of-life decisions
• Relocation or transitions in care
• Policies about visiting or infection control
• Complaint procedures

Keep communication respectful and confidential. Obtain consent where needed. Involve family or carers where appropriate, balancing confidentiality against the person’s right to privacy.

Staff and Volunteers

All workers, whether salaried or volunteers, are stakeholders in any decision affecting the way they work. This includes:

• Managers
• Nurses
• Support workers
• Care assistants
• Housekeeping staff
• Activity coordinators
• Cooks and catering teams
• Volunteers

Effective communication with staff:

• Provides direction and clarity
• Supports health and safety
• Informs about changes in policies, shifts, or procedures
• Prepares for inspections or audits
• Shares learning from incidents or best practices
• Updates about training or professional development

Involve staff in decisions that affect their roles. You can achieve this by staff meetings, emails, handover notes, noticeboards, or digital platforms. Encourage feedback and listen to worries or suggestions.

Volunteers often work fewer hours. Make sure they get key updates and necessary support. Inclusive communication helps all team members feel valued and responsible for service quality.

Commissioners and Funding Bodies

Commissioners are people or organisations who pay for adult care services. In England, this can involve local authorities (councils), NHS bodies, integrated care boards, or private clients. Funding bodies provide the financial resources to run the service.

Decisions may affect contracts, funding agreements, or service level expectations. Commissioners will want updates about:

• Service capacity and occupancy rates
• Inspection outcomes
• Service improvements
• Safeguarding incidents
• Budget or resource changes
• Major staffing issues

Communication with commissioners is formal. Use written reports, meetings, or contract reviews. Clear and transparent dialogue helps maintain good working relationships and supports service sustainability.

Regulatory Bodies and Inspectors

Regulatory bodies monitor standards and quality in health and social care. Their main aim is to safeguard service users and promote public trust. These include:

• Care Quality Commission (CQC) in England
• Local safeguarding adults boards
• The Health and Safety Executive (HSE)
• Information Commissioner’s Office (ICO) for data protection

Inspections and audits are regular. You may need to share decisions around:

• Risk assessments
• Quality improvement plans
• Serious incidents or notifications
• Changes arising from inspection feedback
• Compliance actions

Communicate in line with legal requirements. Provide documents, evidence, or notifications as required. Be honest, prompt, and thorough. This supports compliance and reputation.

Advocates and Advocacy Services

Some service users appoint an advocate to represent their needs and rights. An advocate is someone who supports the views and interests of a person, often when the person finds it hard to speak for themselves.

Advocates may be:

• Family or friends
• Independent professionals
• Staff from third-sector organisations

Advocates have a right to information with the service user’s consent, especially for decisions about care, safeguarding, reviews, or complaints. Clear communication enables advocates to support people to have their needs met and rights respected.

Health Professionals and Multidisciplinary Teams

Many service users have input from health professionals or multidisciplinary teams (MDTs). Examples include:

• GPs
• District nurses
• Occupational therapists
• Physiotherapists
• Dietitians
• Pharmacists
• Mental health teams
• Speech and language therapists

These professionals help plan, deliver, or review care. Your decisions may relate to medication, therapies, equipment, end-of-life care, or health monitoring. Sharing decisions helps coordinate care and avoids mistakes.

Use secure communication such as:

• Care records
• Referral forms
• Handover notes
• Secure email systems
• MDT meetings

Follow data protection rules when sharing personal or sensitive information.

External Agencies and Partners

External agencies can be crucial stakeholders. These include:

• Social services
• Police and emergency services
• Housing associations
• Advocacy groups
• Local authorities
• Voluntary sector organisations
• Complaints and ombudsman services

You may need to communicate decisions for:

• Safeguarding referrals
• Emergency planning
• Working in partnership for complex cases
• Involvement in complaints or investigations
• Coordinated support for discharge or transitions

Coordination with external agencies often protects people’s welfare and rights. Timely and clear exchanges cut down risk, delays, or confusion.

The Local Community and Neighbours

Adult care services are part of local communities. Decisions can sometimes impact neighbours or the nearby area, such as building work, changes in traffic, noise, open days, or public events.

Communicate plans to the wider community when relevant. Use newsletters, local meetings, or direct letters. Good community relations improve the service’s reputation and support links with local resources or activities.

Owners, Trustees, or Board Members

Many adult care services are owned by companies, charities, or cooperatives. These organisations often have owners, trustees, or a board responsible for big decisions and oversight.

You may need to update them on:

• Strategic or business planning
• Budgeting and financial management
• Service outcomes and performance
• Major risks or incidents
• Quality improvement plans

Their input may be needed for legal or financial decisions. Use meetings, formal reports, or presentations. Make your communication evidence-based and straightforward to help with governance and accountability.

Suppliers and Contractors

Suppliers and contractors provide goods and services the care setting relies on. Examples include:

• Food and catering suppliers
• Maintenance workers
• Medical equipment providers
• Cleaning and laundry services
• IT or telephony providers

When decisions impact contracts, deliveries, or access to the building, prompt communication helps services run smoothly. This includes changes to orders, payment issues, or access arrangements. Clear expectations support better supplier relationships and reliability.

Trade Unions and Professional Bodies

Some staff may be members of trade unions or professional bodies, such as UNISON, RCN, or Skills for Care. These groups represent members’ interests and may advise or negotiate on staffing, pay, or working conditions. You may need to share decisions about:

• Staffing changes
• Workforce restructures
• Disciplinary or grievance matters
• Health and safety issues
• Professional registration or standards

Communicate clearly, following agreed procedures or collective agreements. This safeguards staff rights and helps resolve conflicts.

The Media

In rare cases, you may need to deal with news outlets. Media communication could relate to events, achievements, incidents, complaints, or inspection results. Only senior leaders or nominated staff should speak to the media, to avoid mistakes. Use prepared statements and follow your organisation’s policy.

Media are external stakeholders who can influence public perceptions. Accurate and professional handling protects people’s confidentiality and the dignity of users and staff.

Final Thoughts

Stakeholder communication is not just a box to tick. It is ongoing, active, and shaped by respect, transparency, and trust. Think about who might be affected by any decision, even indirectly.

Some stakeholders have a legal right to information. Others benefit from awareness and involvement. Tailor your message and method for each group, taking account of confidentiality, consent, and need-to-know.

Listening is just as valuable as sharing information. Encourage questions and feedback. Respond openly and make any adjustments if stakeholders raise worries or suggestions.

Managing and leading in adult care settings brings many communication demands. Understanding the range of stakeholders helps you meet your obligations and protect the people at the heart of the service. Clear, timely, and respectful communication supports better care, positive relationships, and the success of your organisation.