Service User Experience and Involvement Audit - Domiciliary Care
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- Q1: Is there a process in place for regularly capturing service user feedback through surveys, calls, or visits?
- Q2: Are service users asked for feedback after initial onboarding, and at regular intervals thereafter?
- Q3: Is feedback collected in a way that accommodates communication needs and preferences?
- Q4: Are families, advocates, or representatives also invited to provide feedback where appropriate?
- Q5: Is service user feedback reviewed and analysed for trends, strengths, and concerns?
- Q6: Are individual concerns or compliments logged and responded to promptly?
- Q7: Is there evidence that service user feedback leads to changes or improvements in care delivery?
- Q8: Are service users involved in care planning and review meetings?
- Q9: Are service users offered choice and control over who delivers their care and when?
- Q10: Are service users given accessible information about their rights, services, and how to complain?
- Q11: Are service users asked whether they feel safe and respected by care staff?
- Q12: Do service users feel that their cultural, religious, and personal preferences are understood and respected?
- Q13: Is there a clear process for escalating and resolving complaints raised by service users?
- Q14: Are complaint outcomes shared and used to drive service improvements?
- Q15: Is the service user’s voice reflected in internal audits, team meetings, and service planning?
- Q16: Are service users involved in staff recruitment, training, or service co-design (where appropriate)?
- Q17: Are examples of outstanding or innovative care identified and celebrated with staff and service users?
- Q18: Do care records reflect personal goals, wishes, and what matters most to the individual?
- Q19: Are staff trained in communication and active listening to support meaningful engagement?
- Q20: Are feedback forms or methods regularly reviewed to ensure they are effective and inclusive?
- Q21: Are service users supported to understand and express consent and choice?
- Q22: Are service users aware of their right to access their care records and make changes?
- Q23: Do service users report feeling empowered, independent, and involved in decisions about their care?
- Q24: Is there evidence of co-production or participation in service improvement projects?
- Q25: Is positive feedback and appreciation shared with staff as part of recognition and morale?
- Q26: Are user satisfaction metrics reviewed by leadership and included in quality assurance reports?
- Q27: Is there an annual review of overall service user satisfaction and experience outcomes?
- Q28: Are service users supported to take part in external reviews, focus groups, or forums if they wish?
- Q29: Are equality, diversity, and accessibility reviewed in relation to how feedback is collected and acted on?
- Q30: Is service user involvement embedded as a core value and not treated as a one-off exercise?