Appendix one: Example ‘Our Language – Adult Social Care’ Leicester City
Words can welcome people in or act as a barrier to keep them out.
Our language: adult social care
It may seem like there is no difference between saying something like service user and person who draws on support, but it is a question of identity and how words define us. To say someone is a service user makes that their identity. It’s what defines them. They are that thing. To say someone draws on support identifies them first as a person, who happens to draw on support as a wider part of their life. They draw on (or do) something, rather than they are that something. It’s not a label in the same way that service user is. No one wants to be known as a user.
This doesn’t just apply to the term service user. Other examples might be dementia sufferer, mental health, carer, learning disabled, etc. To say, “I am a dementia sufferer’ or “I am learning disabled” feels very different from “I have dementia” or “I have a learning disability.” In the first example, I am defining myself as my condition or diagnosis, in the second, I am saying I am a person and I have this condition or diagnosis. Some people don’t always identify with certain words, for example carer. Stating that people are suffering is very individual - it's their choice and not for us to assume, and can it offend.
The difference might seem small, but it is these small differences that can make a big difference to someone’s perception, experience, trust, and relationship with us.
Whilst it’s true that some people don’t mind being referred to in certain ways, this could be that they are used to being referred to like that. Used to feeling labelled. When an alternative which feels more personalised, or human, is presented they might feel differently. Institutions and organisations shape and set culture, and we can all become conditioned by this.
The language we use is equally important when working alongside our colleagues. Not everyone that works in social care has direct contact with people that draw on support. We might use language that is specific to our particular area of work, such as strategic commissioning or procurement. This type of language can be difficult to understand and can act as a barrier to effective communication when we don’t use it ourselves or come across it very often.
The important thing is to be aware of the impact of language and check people’s preferences (where possible). In other words, get to know the person you are talking to. See below for examples of how our language can support or hinder.
Words and phrases to avoid; and What you can say instead:
What you can say instead:
Go out (say where if you know).
Going to a meeting, into town, to the cinema, to a café, to meet friends etc.
Why:
Use everyday language.
Have you ever said “I am going to access the community” about yourself or your friends?
What you can say instead:
Shower, dress, wash, eat, etc.
Get ready in the morning.
Use the bathroom/toilet.
Have breakfast/ lunch/ dinner with.
Eat with/Support with meals.
Why:
Use everyday language.
Have you ever said “I am going to undertake my activities of daily living”?
What you can say instead:
Conversation/ discussion. For example, to see what someone would like to do, what is important to them, what would enable them to have the life they want, what has worked, etc.
Why:
Assessment/review is the form or process - not the conversation.
What you can say instead:
Avoid abbreviation.
Describe the individual groups of people.
Why:
Using a blanket term assumes different groups are the same and doesn’t support difference
What you can say instead:
I am working with <Name>.
Why:
Avoid using “case” to describe your work – it’s depersonalised
What you can say instead::
I have several people I am working with” or “the people I am working with”.
Why:
People are human beings not baggage.
What you can say instead::
“<Name>’s story” or “Practice example”.
Why:
People are human beings not baggage.
What you can say instead::
Social Work Teams
Why::
Care Management describes a process and is outdated.
What you can say instead::
Says/ said/ doesn’t have
Why::
Claims and denies implies we do not believe the person and creates a barrier to trust.
What you can say instead::
Died by suicide
<Name> lost their life to suicide
Attempt suicide
Why::
Commit suicide meant the person acted illegally and is insensitive and inaccurate
Ask how they wish to describe their gender. Examples are:
He/him
She/her
They/them
She/he
Ze/zir etc.
When writing documents for a wider audience rather than an individual, use gender neutral pronouns to make sure this is inclusive. Use their, they, or them. For example “access to their home”.
Why:
Don’t assume someone’s gender. Listen out to how the person describes themselves and use the pronouns they use and check your understanding with them.
Only use “refuse” if the person has used it as it creates a negative tone and can influence views of the person's willingness. Decline carries less judgement.
What you can say instead:
Have a short break/ rest/ stay with
Why:
Use everyday language. Would we say we want respite?
What you can say instead::
x
Why::
x
What you can say instead:
Has
Why:
Only use if the person has said it. “Suffering” is judgemental and can only be defined by the person.
What you can say instead:
Survivor of domestic abuse
Why:
People with lived experience prefer a positive approach.
What you can say instead:
Adult or Adult at risk of (describe the risk)
Why:
By saying someone is vulnerable you are labelling them. We’re all vulnerable at times.
What you can say instead:
Walking with intent or purpose
Why:
The person feels there is a purpose.
What you can say instead:
Someone who uses a wheelchair.
<Name> uses a wheelchair.
Why:
They are a person first, who happens to use a wheelchair
