A care service, like any business, needs to communicate with its customers. Its main customers are the people who use its services, but service commissioners can also be regarded as “customers”, wherever they contract the provider to deliver services on their behalf.

A care service always needs to look to its future complement of service users, so communication with prospective service users is also important. The documentation about a care service should therefore be written so as to be attractive and informative to people who may be considering receiving care from the service. This includes information presented on a service website. The manager and staff should equally be ready to talk to any prospective service users and to their advisors.

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