In dom care and live-in care, things don’t always go to plan. A carer might miss a visit. Paperwork might not get completed. A task might fall through the cracks.
But here’s the truth:
Most care managers try to fix the person – when the real issue is the process.
That’s why smart care teams use a simple five-step checklist before blaming anyone.
The Five Real Reasons a Task Didn’t Get Done
Let’s say a care assistant didn’t complete a visit log or missed recording medication. Instead of jumping to blame, try saying:
“I asked for this to be done, and it wasn’t. There are only five possible reasons. Let’s work out which one it is so we can fix it together.”
Here are the five reasons, explained simply with solutions every care manager can use:
1.❓They didn’t know WHAT to do.
You thought you were clear, but your instructions were vague or verbal-only.
🛠 Fix:
- Be crystal clear.
- Write everything down – shift notes, care plan updates, medication instructions.
- Use your care management system (or digital records) to document it properly.
👉 In care, we say: “If it’s not written down, it doesn’t exist.”
2. 🧠 They didn’t know HOW to do it.
They understood what was needed, but not how to do it. Maybe they’ve never been trained on your care software.
🛠 Fix:
- Provide hands-on training and supervision.
- Use shadowing, skills checks, and refresher sessions.
👉 You wouldn’t ask someone to change a PEG feed without training them first, right?
3. ⏰ They didn’t know WHEN it had to be done.
You didn’t set a clear deadline, and now it’s late – but that wasn’t their fault.
🛠 Fix:
- End every meeting with:
👉 WHO is doing it
👉 WHAT they’re doing
👉 WHEN it’s due
- Use your rota or task management system to log deadlines clearly.
4. 💭 They didn’t WANT to do it.
They knew what, how, and when – but weren’t motivated. They might be tired, burnt out, or feel unsupported.
🛠 Fix:
- Check in on their wellbeing.
- Remind them why the task matters (e.g., safety, dignity, quality care).
- Offer support, praise, and recognition.
- Link strong performance to progression or incentives.
5. 🚧 Something was blocking them.
They were ready to do the job, but something got in the way.
Maybe:
- The app wasn’t working
- PPE or equipment wasn’t available
🛠 Fix:
- Identify and remove the blocker
- Strengthen your care operations and make sure staff have what they need when they need it
🗣 A Simple Script You Can Use
When something goes wrong, try this with your team:
“Hi Emma, I noticed the visit notes weren’t completed. Let’s figure out why so we can sort it together.
Did you know what you had to do?
Did you know how to do it?
Did you know when it was due?
Were you happy to do it?
Was something in your way?”
Most team members will tell you straight away. Then you fix the actual problem, not the person.
👇 Real Example from a Care Team
One care coordinator noticed visit logs were always submitted late. The issue?
📶 Poor mobile data in certain areas.
✅ Solution:
We contacted clients in low-signal areas and explained we’d need to connect to their Wi-Fi (with permission) to log data in real time.
No more delays. No more frustration for carers.
✅ Takeaway for Care Managers
Before getting frustrated with a team member, ask:
- ❓ Do they know WHAT to do?
- 🧠 Do they know HOW to do it?
- ⏰ Do they know WHEN it’s due?
- 💭 Do they know WHY it matters?
- 🚧 Is something BLOCKING them?
✔️ Diagnose the problem. Fix the system – not the person.
🎁 Bonus Tip:
Train your senior carers and team leaders to use this five-question model. It will:
- Boost staff retention
- Improve team morale
- Strengthen care quality