Family and Visitor Experience Audit - Care Homes

Evidence to check

• • Family and visitor policy or procedure is current and accessible.
• • Policy balances resident choice, privacy, safeguarding, infection prevention and emotional wellbeing.
• • Staff can explain how families and visitors are welcomed and supported in practice.
• • Resident preferences about family and visitor involvement are recorded.

Evidence to check

• • Family surveys, meetings, feedback forms or one-to-one feedback records.
• • Feedback includes visiting experience, communication, care quality and confidence in staff.
• • Feedback is analysed for themes and acted on.
• • Families are told what changed as a result of their feedback where appropriate.

Evidence to check

• • Visiting arrangements support meaningful contact, not only set visiting times.
• • Resident preferences about visitors are recorded and respected.
• • Arrangements consider end-of-life care, dementia, distress, work patterns, distance and family circumstances.
• • Restrictions are avoided unless necessary, proportionate and reviewed.

Evidence to check

• • Communication records show timely updates to relatives or representatives.
• • Consent and confidentiality preferences are checked before sharing information.
• • Families are informed of significant changes, incidents or professional advice where appropriate.
• • Care plans identify who should be contacted and in what circumstances.

Evidence to check

• • Welcome pack, family information leaflet, noticeboard, newsletter or digital updates.
• • Information includes contact numbers, named roles and escalation routes.
• • Accessible formats are available where needed.
• • Information is kept up to date and reviewed after service changes.

Evidence to check

• • Care review records show family or representative involvement where appropriate.
• • Resident consent or best-interest rationale is recorded.
• • Family input supports understanding of history, preferences, risks and routines.
• • Resident's own wishes remain central wherever possible.

Evidence to check

• • Complaint and concern records include family-raised issues.
• • Acknowledgement, investigation, outcome and follow-up are recorded.
• • Responses are empathetic, clear and not defensive.
• • Learning from family concerns is shared and acted on.

Evidence to check

• • Compliments log includes family feedback.
• • Positive feedback is shared with staff where appropriate.
• • Resident consent and confidentiality are considered before sharing personal examples.
• • Good practice themes are used in supervision, team meetings or recognition.

Evidence to check

• • Observation of visiting spaces, lounges, gardens and private areas.
• • Areas are clean, comfortable, accessible and safe.
• • Private space is available for sensitive conversations or family time.
• • Children, wheelchair users, sensory needs and dementia-friendly needs are considered.

Evidence to check

• • Records show compassionate communication during deterioration or crisis.
• • Families are offered time, privacy, updates and practical information.
• • End-of-life visiting and support are flexible and person-centred.
• • Staff know when to involve senior staff, professionals, chaplaincy or bereavement support.

Evidence to check

• • Visitor guidance is clear, current and proportionate.
• • IPC requirements are explained respectfully to families.
• • Restrictions during outbreaks or high-risk periods are reviewed regularly.
• • Alternative contact is supported where in-person visiting is limited.

Evidence to check

• • Life history, 'This Is Me' or equivalent records include family input where appropriate.
• • Family knowledge is used to personalise care and activities.
• • Information is updated as staff learn more about the resident.
• • Staff can describe how family input improves care.

Evidence to check

• • Care plans include guidance for successful visits where needed.
• • Quiet spaces, visual prompts, sensory items or familiar routines are used.
• • Families are supported to understand communication or dementia-related changes.
• • Staff review visits where residents become distressed or withdrawn.

Evidence to check

• • Video calls, phone calls, emails, photos or digital updates are available where appropriate.
• • Resident consent and privacy are respected.
• • Staff support residents who need help using technology.
• • Remote contact does not replace in-person visits where these are wanted and safe.

Evidence to check

• • Records of any visiting restrictions, rationale and review dates.
• • Restrictions are proportionate, time-limited and based on current risk.
• • Families and residents are informed clearly and compassionately.
• • Exceptions are considered for end-of-life care, distress or individual need.

Evidence to check

• • Activity calendars, event invitations or family engagement records.
• • Resident consent and preferences are considered.
• • Events are inclusive of different cultures, relationships and family structures.
• • Family involvement supports resident wellbeing rather than being tokenistic.

Evidence to check

• • Welcome pack or admission information.
• • Records of introduction to manager, keyworker, nurse or named contact.
• • Families are shown how to raise concerns, give feedback and stay involved.
• • Early follow-up is completed to check how the family is settling into the home's routines.

Evidence to check

• • Named contact or keyworker is recorded.
• • Families know who to contact for routine updates.
• • Alternative contact arrangements are clear when the named person is unavailable.
• • Communication records show continuity and follow-up.

Evidence to check

• • Bereavement follow-up records where appropriate.
• • Families are offered information about belongings, certificates, funeral arrangements or support services where relevant.
• • Feedback is invited sensitively and not too soon or inappropriately.
• • Learning from end-of-life feedback is reviewed.

Evidence to check

• • Suggestion logs, meeting minutes or feedback records.
• • Family ideas are reviewed and responded to.
• • Changes made from family suggestions are documented.
• • Families are updated on actions or reasons why suggestions cannot be implemented.

Evidence to check

• • Quality reports include family feedback and experience themes.
• • Family complaints, compliments and survey results are reviewed together.
• • Actions are added to the quality improvement plan.
• • Governance checks whether communication and visiting experience are improving.

Evidence to check

• • Care plans record who is important to the resident and how they wish them to be involved.
• • Staff avoid assumptions about family roles, relationships or cultural expectations.
• • Translation or accessible communication support is offered where needed.
• • Chosen family, partners and advocates are respected in line with resident wishes and legal authority.

Evidence to check

• • Safeguarding information is available to families.
• • Families know how to raise concerns with the home, local authority or external bodies.
• • Staff respond appropriately when families raise safeguarding worries.
• • Safeguarding concerns from families are recorded and escalated where required.

Evidence to check

• • Training or supervision covers communication, complaints, conflict, empathy and professional boundaries.
• • Staff can describe how they would respond to an upset or angry relative.
• • Managers support staff after difficult conversations.
• • Concerns about staff attitude or communication are addressed promptly.

Evidence to check

• • Visiting arrangements are reviewed after relevant events.
• • Resident and family feedback is included in the review.
• • Changes balance safety, rights, emotional wellbeing and family contact.
• • Actions are communicated clearly to staff, residents and families.

Evidence to check

• • Care plans record resident preferences about family contact and information sharing.
• • Consent and capacity are considered where family involvement is disputed.
• • Staff respect confidentiality and resident choice.
• • Safeguarding or legal advice is sought where contact creates risk.

Evidence to check

• • Audit includes family feedback, resident views and record sampling.
• • Audit checks whether communication is timely, kind and useful.
• • Actions from family feedback are followed up.
• • Findings are used to improve resident experience and family confidence.