Sanjeev Kaushal, Director of Care and Quality at home care franchiser Home Instead UK, explains how AI can enhance safety and independence in home care while keeping human connection at its heart.
When technology is used to support someone receiving care, the guiding principle should always be high-tech meets high-touch. Technology can play a powerful role in supporting daily living and improving safety, but it must never replace professional judgement, companionship and reassurance. At its best, technology enhances care. It should strengthen human connection, not reduce it, and create reassurance rather than distance.
As adoption increases, AI must be introduced safely, ethically and with the person receiving care as the number one priority. Communication should be ongoing — introducing technology gently, reviewing regularly and agreeing “what happens if…” before it is implemented. Technology should never feel imposed or overwhelming. Control should sit firmly with the care recipient. They must be able to decide when technology is active, what it is used for and who can access the data it generates. That sense of ownership is critical to maintaining dignity and trust.
For example, if an older person’s home is equipped with technology to support medication management, they should be able to choose which reminders they receive, which tools they use and who sees their information. Informed choice is essential. Consent should be clear and revisited over time, particularly as needs change. Empowerment comes from understanding and agreement, not assumption.
But how do you encourage someone to integrate AI into their daily routine? Confidence comes from clarity. The individual needs to understand what the technology does — and just as importantly, what it does not do. They should know what data is collected, who can see it and when alerts are triggered. Removing ambiguity reduces fear and builds reassurance.
Start with what matters to the individual, not the device. Asking, “What would help you feel more confident at home?” before offering solutions — including non-digital options — gives people the control they deserve. It also reinforces that technology is there to support personal goals, not dictate them. Reassurance is key.
In practice, technology should free up more time for meaningful interaction at home. Visits, companionship and conversation must remain central to care delivery, preserving quality time for families and their loved ones. If digital systems reduce administrative burden or unnecessary travel, that time should be reinvested in relationship-based care.
This requires a joint effort between care teams and families. Together, they should agree which alerts are shared, how responses are triggered and what constitutes a necessary visit from a care professional. Clear boundaries prevent over-reliance on technology and ensure it complements, rather than dictates, care decisions. Technology should inform action, not automatically determine it.
Over time, systems may highlight changes in routine that suggest increased risk, such as a higher likelihood of a fall or changes in mobility patterns. This information can be valuable, but decisions must remain grounded in professional judgement and personal knowledge of the individual. Data provides insight, but it cannot replace human understanding.
Ultimately, successful adoption depends on trust — trust between care providers, families and, most importantly, the person receiving care. Whether technology involves medication records, home monitoring or real-time updates for loved ones, individuals must feel informed, reassured and connected to the care being delivered. When high-tech truly meets high-touch, technology becomes a tool that strengthens care rather than distances it.
