How to provide client-centred care?

September 25, 2025 •

3 min read

According to research from The Health Foundation, many healthcare providers believe their care is already person-centred, but evidence often shows otherwise. Mastering how to provide client-centred care involves a fundamental shift in perspective, moving from a provider-focused model to one that actively partners with and empowers the client. This comprehensive guide outlines the essential steps and principles for implementing this transformative approach in any healthcare setting.

Quick Summary

Adopting client-centred care requires respect, empathetic communication, and active involvement of clients in their own treatment planning. The approach focuses on the individual's unique needs, values, and preferences, ensuring coordinated and holistic care that extends beyond clinical treatments to encompass emotional and social support. It builds a collaborative partnership between the client, their family, and the healthcare team to achieve the best possible outcomes.

Key Points

Emphasize Partnership: Shift from dictating care to collaborating with clients as active partners in their health decisions [1, 2].
Listen Actively: Practice empathetic, active listening to understand the client's unique values, preferences, and concerns beyond their medical condition [1, 3].
Communicate Clearly: Use plain, jargon-free language to inform and educate clients, ensuring they fully understand their health status and options [1, 3].
Personalize Care Plans: Tailor treatment strategies to each client's specific circumstances, rather than using a one-size-fits-all approach [1].
Coordinate Effortlessly: Ensure seamless communication and coordination among all members of the care team to reduce client confusion and stress [1, 3].
Integrate Family Support: Involve the client's family and support network in the care process, with the client's consent, to strengthen their support system [1, 3].

Understanding the Philosophy of Client-Centred Care

Client-centred care, also known as person-centred care, is a holistic approach that places the client at the very heart of their healthcare journey [1]. It moves away from the traditional model where a professional dictates treatment and embraces a partnership where the client is an active and respected participant [1, 2]. This philosophy is founded on several core principles that guide every interaction and decision, moving towards empowering individuals to take charge of their own health rather than being passive recipients [2].

Core Principles of Client-Centred Care

To effectively practice client-centred care, healthcare professionals must embody certain principles:

Respect for Values, Preferences, and Needs: Recognizing each client as a unique individual with their own beliefs, cultural background, and life experiences is crucial [1, 3]. Their values and preferences must be respected and integrated into their care plan [3].
Coordination and Integration of Care: Ensuring a seamless and well-coordinated process is vital, especially when multiple specialists or services are involved [3]. Effective communication among the healthcare team is critical [3].
Information, Communication, and Education: Clients must be fully informed with clear, honest, and easy-to-understand information to be true partners in their care [3]. Education empowers clients to make informed decisions [3].
Emotional Support and Empathy: Providing genuine emotional support involves active listening, recognizing the client’s feelings, and creating a safe space for them to express concerns [1, 3].
Involvement of Family and Friends: Recognizing the importance of a client's support system and involving their loved ones in the care process, with permission, helps build a broader network of support [1, 3].

Practical Strategies for Implementation

Implementing client-centred care requires practical strategies:

Building Rapport and Trust

The initial interaction is key to building trust [4]. A sensitive intake that explores personal goals, values, and preferences, in addition to medical history, shows you view them as a person [4]. Asking open-ended questions helps understand their important health goals and what a successful outcome looks like to them [4].

Mastering Effective Communication

Clear, compassionate, and jargon-free communication is essential [1, 4]. Explaining diagnoses and treatment options in plain language and confirming understanding by asking the client to repeat the information back is important [4]. Non-verbal cues, such as sitting down and maintaining good eye contact, show active listening [4].

Fostering Shared Decision-Making

This collaborative process aligns treatment plans with the client's values and goals [4]. It balances the provider's clinical expertise with the client's personal knowledge, increasing the likelihood of treatment adherence [4]. Decision aids can help outline options, risks, and benefits [4].

Creating a Supportive Environment

The physical environment and logistics of care also matter [4]. Flexible scheduling, reduced wait times, and a comfortable and private physical space contribute to a supportive environment [4]. Addressing fears, anxieties, and psychosocial aspects of illness is also crucial [4].

Leveraging Technology for Better Care Coordination

Technology can promote client-centred care through tools like Electronic Health Records (EHRs) for data access and communication, secure messaging for client-provider interaction, and telemedicine for increased access [4]. However, technology should enhance, not replace, the human connection [4].

Comparison of Traditional vs. Client-Centred Care


Feature	Traditional Care Model	Client-Centred Care Model
Focus	On the disease or condition	On the whole person
Decision-Making	Provider-driven; client is passive recipient	Shared; client is an active partner
Communication	Often one-way, using technical language	Two-way, empathetic, and clear
Relationship	Hierarchical; expert-dependent	Collaborative partnership
Information Access	Limited; given on a need-to-know basis	Transparent; open and accessible
Treatment Plan	Standardized, based on diagnosis	Personalized, based on individual needs
Outcome Metric	Clinical results, disease management	Client satisfaction, quality of life, holistic wellness

Conclusion: The Path Forward

Moving toward a truly client-centred model requires continuous commitment to empathy, communication, and collaboration from every member of the healthcare team [1, 4]. By focusing on the person, professionals can foster trust, empower clients, and achieve better outcomes [1, 4]. This evolution is a crucial step toward a more compassionate and effective healthcare system [4].

For more information on the principles and importance of patient involvement in care, explore the resources available from the Picker Institute, a leading voice in the field of patient-centred care. Picker Institute: Principles of Person Centred Care

Frequently Asked Questions

The primary goal is to provide holistic, individualized care that respects the client's values, preferences, and needs, and empowers them to be active participants in their own health journey [1].

Traditional care is often provider-focused and disease-oriented, with decisions made by the professional. Client-centred care is person-focused, collaborative, and incorporates the client's personal goals and values into the decision-making process [1, 4].

Effective communication builds trust, ensures clients are fully informed, and facilitates shared decision-making. Clear, empathetic, and jargon-free communication is essential for empowering clients to feel heard and respected [1, 3, 4].

Always seek the client's permission first. With their consent, you can involve family members by keeping them informed, including them in discussions, and recognizing their role as a vital part of the client's support system [1, 3].

This requires a sensitive discussion. The goal is not to dismiss their preferences but to have an open, respectful conversation about the risks and benefits of all options, helping them make an informed choice that aligns with their values while considering clinical evidence [4].

Technology like Electronic Health Records (EHRs), patient portals, and telehealth can enhance care coordination, improve accessibility, and facilitate communication. It should be used to support the human connection, not replace it [4].

No, the principles of client-centred care can and should be applied in all healthcare settings, from a single doctor's visit to managing complex chronic illnesses. Respecting a client's dignity and involving them in decisions is universal [1].