Service User Experience and Involvement Audit - Domiciliary Care

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