Family and Visitor Experience Audit - Care Homes
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- Q1: Is there a policy or procedure outlining how families and visitors are welcomed, engaged, and supported?
- Q2: Are families regularly asked for feedback on their experience of visiting and their confidence in the care provided?
- Q3: Are visiting arrangements inclusive, flexible, and responsive to residents’ needs and preferences?
- Q4: Are family members kept informed of changes in their loved one’s condition, care plan, or wellbeing?
- Q5: Is information for families (e.g., newsletters, contact numbers, key staff roles) provided in accessible formats?
- Q6: Are families involved in care planning, reviews, and decision-making where the resident consents or lacks capacity?
- Q7: Are complaints or concerns raised by family members handled respectfully, promptly, and transparently?
- Q8: Are positive comments and compliments from families shared with staff and celebrated?
- Q9: Are visiting areas clean, welcoming, private, and suitable for people of all ages and abilities?
- Q10: Are families supported emotionally, particularly during end-of-life care, health deterioration, or distressing events?
- Q11: Are infection control and health and safety measures clearly communicated and balanced with residents’ right to family contact?
- Q12: Are family members encouraged to share information about the resident’s history, preferences, and identity?
- Q13: Are visits adapted for residents with dementia or sensory needs (e.g., quiet spaces, sensory items, visual prompts)?
- Q14: Are there systems for remote communication (e.g., video calls, regular updates) when in-person visits are not possible?
- Q15: Are visiting restrictions reviewed regularly and communicated clearly when in place due to health risks or emergencies?
- Q16: Are families invited to events, celebrations, or care home activities to strengthen relationships and transparency?
- Q17: Are new families supported with welcome packs, introductions to key staff, and a tour of the home?
- Q18: Is there a named point of contact for each family to maintain consistency and build trust?
- Q19: Are bereaved families offered support, follow-up, and opportunities to provide feedback after a resident passes away?
- Q20: Are family suggestions used to improve service delivery, environment, or communication methods?
- Q21: Are family experiences monitored as part of quality assurance, audits, or inspection readiness?
- Q22: Are diverse family structures and cultural expectations respected in all aspects of visiting and involvement?
- Q23: Are families made aware of safeguarding procedures and how to raise concerns if needed?
- Q24: Are staff trained in building positive relationships with families, including managing difficult conversations?
- Q25: Are visiting systems reviewed after incidents, complaints, or major changes to ensure they remain resident-centred?