This guide will help you to think about and understand the language you and other people use to communicate about people’s relationship with social care organisations.
Language is complex and always evolving. This guide is not about telling people what they can and can’t say. Instead, it explains why we should avoid certain words and phrases and suggests ways in which small changes in our language can make a big difference to the way we all think and behave.
This guide was shaped by people who draw on care and support and those who work in it.
Introduction
The words people choose to use to describe themselves and their relationship with other people and organisations are very personal. Some people feel strongly about words and phrases to use and to avoid, and other people don’t really mind. However, sometimes people feel they need to use certain words or phrases about themselves, because that’s what they’ve been labelled by other people.
Too much of the language of care and support divides people into ‘us’ and ‘them’, ‘professionals’ and ‘service users’, ‘providers’ and ‘customers’, ‘carers’ and ‘the cared for’.
At its best, care and support is about all of us, not ‘them and us’. It’s about shared power, trusted relationships, and equal, flourishing lives. But too often our language highlights and perpetuates stigma, unequal power dynamics, an absence of relationships and reciprocity, and a continued focus on transactions, services and ‘care delivery.’
“The word I would prefer to be used is to call me by my name. I’m Rich Amos, I’m a person and an individual. And I understand the scenarios where using individual names isn’t possible, but the way I perceive my life and situation as a disabled person is, I draw on support which then enables me to live my life.”
Our preferred terms
From speaking to people who draw on care and support, as well as those who work in it, we’ve put together a list of terms we prefer to use when talking about people. These words reflect a more human approach to care and support, one that respects people as individuals with agency and rights.
People who draw on care and support
The phrases ‘people who draw on care and support’ or ‘people who draw on support’ suggest people have choice and control over their care and support, moving away from the idea that people are ‘users’ and passive recipients.
The term ‘draw on’ means making use of something for a purpose. So, someone draws on care and support to help them to live a good life and do the things that matter to them. This helps to move away from the idea that social care is a ‘destination’ (‘going in to care’) or an outcome (‘getting care’).
We like ‘care and support’ or just ‘support’ rather than ‘care’ or ‘services’, as it’s a broader term which moves away from stereotypes about ‘social care’ and the association with services, institutions and a paternalistic approach.
People who require care and support
‘People who require care and support’ indicates that people have rights and entitlements and moves away from the language of needs (as in ‘people with care and support needs’) which can imply people are ‘needy’, ‘helpless’ and need to be ‘looked after’, rather than equal human beings who are needed and valued.
The phrase can be used to refer to people who may be entitled to support but may not currently be drawing on support, for example because they are on a council’s waiting list.
People we support
This term suggests a relationship between a team or organisation and a group of people but moves away from labels like ‘customers’ or ‘service users’. Support can mean lots of different things, including having a chat, sharing information and being alongside someone.
People we serve
This phrase describes the relationship between government and citizens. It reminds people working in national or local government that they are ‘public servants’ and they work for citizens. It moves away from labels like ‘customers’ and avoids the possessive use of ‘our’. It also suggests more of an equal and reciprocal relationship rather than a controlling approach.
People
If you’re communicating about a person, where possible and appropriate always use their name. For example, ‘I’m working with Abdul’ or ‘I’m supporting Marjorie’.
If it’s not appropriate to refer to the person’s name, use ‘person’ and avoid terms like ‘case’, ‘customer’ or ‘service user’. There’s more information about why it’s good to avoid these terms later in this guide.
If you’re talking about a group of people, talk about ‘people’. This keeps the focus on human beings (and being human) and helps to remove the ‘us and them’ divisions. Again, avoid using terms like ‘cases’ and ‘customers’, and try not to use ‘my’ or ‘our’ as these words suggest ownership and unequal relationships.
Avoid using ‘the’ to describe a group of people, as in ‘the vulnerable’ or ‘the disabled’, and also avoid ‘those’ e.g. ‘those with long-term conditions’. These terms group people together, implying everyone in that group is the same, and also suggesting people in the group are different and separate – ‘them’, not ‘us’.
There may be times when you need to communicate about a person or a group of people in terms of their relationship with care and support, or a particular organisation, team or worker, and when ‘person’ or ‘people’ is too vague.
Examples
Here are some examples of ways to use our preferred terms:
Do use: We work with people who draw on care and support to…
Avoid using: We work with our customers to…
Do use: People who require care and support can request…
Avoid using: People with care and support needs can request…
Do use: We understand that the people we support…
Avoid using: We understand that our service users…
Do use: I’m working with lots of people.
Avoid using: I’m dealing with lots of cases.
Do use: We currently support 35 people.
Avoid using: We currently have 35 service users.
“The reason why I prefer the term ‘person who draws on care and support’ – it enables me, and it speaks to – that I’m able, my identity isn’t fixed. I might be drawing on your service that you give, but I still can maintain who I am. Because when I’m seen as a service user or patient, I am seen as a passive recipient. I am not in a two-way conversation, if that makes sense? I’m kind of done to, you know, and sometimes done for. But that language should enable me to feel that I’m doing with and alongside.”
“We are people. My son is a person in his own right. Call him by his name. He is an individual. He deserves respect.”
Words and phrases to avoid
This part of the guide explains words and phrases that don’t belong in a more human, relational approach to care and support, where people are recognised as equal citizens and have choice and control over the care and support they draw on to live the life they choose to lead.
It’s good to try and avoid these words and phrases, for one or more of these reasons:
- The word or phrase describes a person in terms of their relationship with another person or organisation, rather than as a human being. It implies that’s all the person is and denies people a unique identity. This can mean that people working in the organisation don’t think about the ‘whole person’.
- The word or phrase suggests the person is a passive consumer of services, with no influence or control over their care and support. It means people are seen, treated, and/or expected to behave as ‘people who need help’, not active citizens with experience, skills, and knowledge to contribute.
- The word or phrase connects care and support with services and implies care and support is about getting a service rather than living a good life.
- The word or phrase is dehumanising, which means thinking or communicating about people as if they are not human beings.
- The word or phrase implies people are weak, feeble, needy, and must be ‘looked after’ and ‘protected’.
- The word or phrase puts people together in a group, suggesting everyone in the group is the same.
- The word or phrase suggests people are separate and different to everyone else. This is called ‘othering’.
Words and phrases to avoid are flagged in the Jargon Buster, with more detail about why they don’t belong in a more human, relational approach to care and support.
Here are some examples of words we think you should avoid.
Care recipient
This term reduces a person to a passive role, rather than someone with strengths, choices, and a life of their own. It overlooks people’s agency, relationships, and the fact that good care is something that should be shaped with them, not done to them.
Use instead, the person’s name, ‘person’, ‘person requiring support’, ‘person drawing on care and support’, ‘person accessing care and support’.
Cared for person
This term can feel clinical and one-sided, as if the person’s identity is defined entirely by their need for care. It risks ignoring their voice, preferences, and role in decision-making.
Use instead, the person’s name, ‘person’, ‘person requiring support’, ‘person drawing on care and support’, ‘person accessing care and support’.
Case
Referring to someone as a case strips away their individuality and suggests that their life is a problem to be managed. It’s impersonal and can make people feel like files, not human beings.
Use instead, the person’s name, ‘person’, ‘person requiring support’, ‘person drawing on care and support’, ‘person accessing care and support’.
Client
The term client defines people in terms of their relationship with an organisation, and as a ‘consumer’ of services – not as a citizen with agency and equal rights. It frames care and support as being about transactions and getting a service rather than living a good life. Referring to ‘clients’ puts people into a group, further removing people’s individual identity. And ‘my’ or ‘our’ clients reinforces the unequal power dynamic and a paternalistic approach to care and support.
Use instead, the person’s name, ‘person’, ‘person accessing care and support’, ‘person who draws on care and support’, ‘person I’m working with’, ‘person I’m supporting’, ‘person supported by social workers’.
Client group
This term can imply everyone in a group is the same, removing people’s unique identity and meaning assumptions and judgements might be made about a person because they’re in a particular group.
The term ‘client group’ is often used in reports about people. Where possible, it’s good to find an alternative term to use instead, like ‘group of people’.
Customer
The term defines the person in terms of their relationship with an organisation, and as a ‘consumer’ of services – not as a citizen with agency and equal rights. It frames care and support as being about transactions and getting a service rather than living a good life.
Referring to ‘customers’ puts people into a group, further removing people’s individual identity. And ‘my’ or ‘our’ customers reinforces the unequal power dynamic and a paternalistic approach to care and support.
Use instead, the person’s name, ‘person’, ‘person accessing care and support’, ‘person who draws on care and support’, ‘person I’m working with’, ‘person I’m supporting’, ‘person supported by social workers’.
People who use services
Although this term is preferable to ‘service user’, the term often gets shortened to ‘users’, which is associated with drugs, exploitation and taking advantage of someone or something in an unacceptable or unethical way.
The term also groups people together and defines them in terms of their relationship with an organisation or service, and as a ‘consumer’ of services – not as a citizen with agency and equal rights. ‘Use’ implies people are passive, and have no choice and control over their care and support.
Use instead, ‘people’, ‘people who access care and support’, ‘people who draw on care and support’, or ‘people who require support’.
Service user
This term ‘service user’ defines the person in terms of their relationship with an organisation, and as a ‘consumer’ of services – not as a citizen with agency and equal rights.
Referring to ‘service users’ puts people into a group, suggesting people in the group are the same, and further removing people’s individual identity. It is often used as a blanket term to refer to people seeking or drawing on support, regardless of whether they are actually using a service.
The term frames care and support as being about transactions and getting a service rather than living a good life.
Use instead, the person’s name, ‘person’, ‘person requiring support’, ‘person drawing on care and support’, ‘person accessing care and support’.
Vulnerable people
”The term vulnerable is often used as a blanket label for older people or disabled people, with no further information about who is meant, why people are vulnerable and what they’re vulnerable to.
The term stereotypes and ‘others’ people, implying certain people or groups of people are different, and lesser humans. It implies people are needy and dependent, and suggests the ‘problem’ is with the person, rather than focusing on things that make people vulnerable. This means external factors are ignored and not challenged or changed.
Labelling people as vulnerable can also suggest that things people experience are inevitable, due to their ‘vulnerability’. This can mean steps aren’t taken to prevent harm and can mean people or organisations don’t take responsibility when something goes wrong.
Don’t use ‘vulnerable’ as a blanket label e.g. ‘vulnerable people’, ‘the vulnerable’, ‘our most vulnerable’. Talk about ‘people’, ‘older people’, ‘disabled people’, ‘people who require care and support’… instead.
When using the term vulnerable, make sure it is clear who the term applies to, why people are vulnerable and what to. For example, people living with cancer are more vulnerable to infections due to changes to their immune system.
Be careful not to blame people and acknowledge external factors which create and perpetuate vulnerability. For example: rather than ‘people with a learning disability can be more vulnerable to abuse because they lack capacity to consent / don’t know their rights / have communication difficulties…’, use ‘people with a learning disability can be more vulnerable to abuse because other people are more likely to exploit them.’
Examples
Here are some examples of ways to use our preferred terms instead:
Do use: Social workers and the people they support…
Avoid using: Social workers and their clients…
Do use: We offer information and advice to people…
Avoid using: We offer information and advice to those who are vulnerable…
Do use: We support people to…
Avoid using: We support patients and care recipients to…
Do use: …help for you and the person you support.
Avoid using: …help for you and the cared for person.
Do use: Social workers support several people at any one time.
Avoid using: Social workers deal with multiple cases at any one time.
“The word service user makes me feel like I’m a component of the bigger system. It gives no imagination or aspiration to how I am as an individual. I think the way social care works at the moment is that the term service user implies that something is going to be done for me and it doesn’t really capture the partnership way of how me, although having an impairment and where I do rely heavily on people, it really doesn’t show that I can be enabled to live the life I want. And that’s the biggest frustration I get from the word service user. It puts you into a box where you are a user of a particular service, not being seen as someone who is able to live their whole life.”
What people told us
This guide was shaped by people who draw on care and support and those who work in it. Their insights, experiences, and reflections helped us understand how language can empower or exclude, build relationships or create barriers. In this section, you’ll find quotes from the people we spoke to, sharing in their own words how certain words make them feel.
Customer, in social care, can – for me – make relationships seem commercial, if that makes sense? And can strip away the empathy. It doesn’t really pick up that it’s about relationships and connections.
People have called me service user. I hate that word. Do never call me service user. I’m not your service user. I’m a citizen. I’m a grandad. I’m a poet. I’m an artist. I’m more than a mental illness. I’m more than a diagnosis.
I’d rather not be known as vulnerable because then you expect me to be vulnerable. It puts the wrong expectations over me and it doesn’t really give me a chance to be me.
Vulnerable – I hate the picture that this paints in your mind. In the dictionary, vulnerable is linked to words like exposed to, attacked, protection, special care. These are not words we link to people living healthy, happy and independent lives. I think about my dad, 75 and a stroke survivor. He needs support with daily tasks, but he’s not vulnerable. He’s supported to live his life, in his home, doing the things he wants to do.