Having worked in user support and network administration for multiple industries, I can imagine the frustration for caregivers when even the remote support software is just too confusing for the user.
For instance, many of the most popular remote support services require the end user to jump through multiple hoops that may include surfing to a particular web address (which they invariably type into Google or Yahoo instead of the address bar), entering a series of digits they swear they typed correctly (but often haven't and are too stubborn to re-read what they typed), then watch the screen for browser interaction prompts (which may be reasonable-sized prominent pop-up dialogs, but are more often either a noticeable thin yellow bar at the top or bottom of the browser window, or even worse, a pop-up window that somehow ended up as a pop-under, even though that's not how it is supposed to be), then click only the buttons that answer in the affirmative. All of this assumes the user's browser even works correctly.
Some days, it seems that even the young-uns can't figure out how to allow a remote support session.
I do know there are a few less-complicated remote support products, but they are few and far between, do not seem to be popular enough to be in common use in these scenarios, and often have more security issues than the services I mention above.
Much of the remote support problem is the catch-22 of browser security. If you don't secure the browser more, the customer is at risk. If you do secure the browser more, the customer's experience is further complicated.
There are those who would say "just educate the user". These are the people who do not understand their fellow humans and the limitations different types of learner and different generational barriers.
So, what about writing down instructions ahead of time? That gets into what the original post discussed; The interface will inevitably change, either for the browser or for the remote support service.
I'm not saying I think there is a fix. I don't. I do think it is something that might could be solved if the industry becomes more aware of the Human Interface Design problem it has.