Service User Experience and Involvement Audit - Domiciliary Care

Q1 | Unanswered

Is there a process in place for regularly capturing service user feedback through surveys, calls, or visits?

Q2 | Unanswered

Are service users asked for feedback after initial onboarding, and at regular intervals thereafter?

Q3 | Unanswered

Is feedback collected in a way that accommodates communication needs and preferences?

Q4 | Unanswered

Are families, advocates, or representatives also invited to provide feedback where appropriate?

Q5 | Unanswered

Is service user feedback reviewed and analysed for trends, strengths, and concerns?

Q6 | Unanswered

Are individual concerns or compliments logged and responded to promptly?

Q7 | Unanswered

Is there evidence that service user feedback leads to changes or improvements in care delivery?

Q8 | Unanswered

Are service users involved in care planning and review meetings?

Q9 | Unanswered

Are service users offered choice and control over who delivers their care and when?

Q10 | Unanswered

Are service users given accessible information about their rights, services, and how to complain?

Q11 | Unanswered

Are service users asked whether they feel safe and respected by care staff?

Q12 | Unanswered

Do service users feel that their cultural, religious, and personal preferences are understood and respected?

Q13 | Unanswered

Is there a clear process for escalating and resolving complaints raised by service users?

Q14 | Unanswered

Are complaint outcomes shared and used to drive service improvements?

Q15 | Unanswered

Is the service user’s voice reflected in internal audits, team meetings, and service planning?

Q16 | Unanswered

Are service users involved in staff recruitment, training, or service co-design (where appropriate)?

Q17 | Unanswered

Are examples of outstanding or innovative care identified and celebrated with staff and service users?

Q18 | Unanswered

Do care records reflect personal goals, wishes, and what matters most to the individual?

Q19 | Unanswered

Are staff trained in communication and active listening to support meaningful engagement?

Q20 | Unanswered

Are feedback forms or methods regularly reviewed to ensure they are effective and inclusive?

Q21 | Unanswered

Are service users supported to understand and express consent and choice?

Q22 | Unanswered

Are service users aware of their right to access their care records and make changes?

Q23 | Unanswered

Do service users report feeling empowered, independent, and involved in decisions about their care?

Q24 | Unanswered

Is there evidence of co-production or participation in service improvement projects?

Q25 | Unanswered

Is positive feedback and appreciation shared with staff as part of recognition and morale?

Q26 | Unanswered

Are user satisfaction metrics reviewed by leadership and included in quality assurance reports?

Q27 | Unanswered

Is there an annual review of overall service user satisfaction and experience outcomes?

Q28 | Unanswered

Are service users supported to take part in external reviews, focus groups, or forums if they wish?

Q29 | Unanswered

Are equality, diversity, and accessibility reviewed in relation to how feedback is collected and acted on?

Q30 | Unanswered

Is service user involvement embedded as a core value and not treated as a one-off exercise?