Service User Experience and Involvement Audit - Care Homes

Evidence to check

• • Staff can explain resident involvement in practical terms
• • Policy or approach to resident involvement is current and accessible
• • Examples of residents influencing care or service decisions
• • Staff understand involvement is ongoing, not limited to annual surveys

Evidence to check

• • Care plans record resident preferences and choices
• • Daily notes show residents' views are listened to
• • Staff adapt communication to support residents to express views
• • Residents confirm they feel heard where possible

Evidence to check

• • Resident meeting minutes
• • Survey records
• • One-to-one feedback records
• • Feedback opportunities are available to residents who do not attend meetings

Evidence to check

• • Feedback action plans
• • Changes made following resident feedback
• • Management review of resident feedback themes
• • Residents are told what changed as a result of their feedback

Evidence to check

• • Care review notes showing resident involvement
• • Resident views, wishes and refusals recorded
• • Representative or advocate involvement where appropriate
• • Care plan language reflects the resident's own priorities

Evidence to check

• • Care plans record daily routine preferences
• • Observation of staff offering choices
• • Residents are not forced into institutional routines
• • Daily notes show choices and preferences being followed

Evidence to check

• • Care decision records show resident involvement
• • Family or representative input recorded where appropriate
• • Resident consent and mental capacity considered
• • Decisions are not made for convenience without resident involvement

Evidence to check

• • Resident feedback questions include dignity, respect and safety
• • One-to-one conversations recorded where appropriate
• • Residents' comments about staff relationships are reviewed
• • Concerns about dignity or respect lead to action

Evidence to check

• • Resident involvement in service decisions
• • Meeting minutes showing resident suggestions
• • Examples of changes made from resident input
• • Residents with communication or cognitive needs are included where possible

Evidence to check

• • Accessible feedback methods such as pictures, easy-read, large print or one-to-one support
• • Staff use observation and non-verbal cues where needed
• • Advocates or representatives involved where appropriate
• • Feedback is not limited to residents who can complete written forms

Evidence to check

• • Family or advocate feedback records
• • Resident consent considered where the resident has capacity
• • Representative views recorded separately from resident views
• • Feedback from families is reviewed and acted on where appropriate

Evidence to check

• • Complaints and concerns log
• • Response times and outcomes monitored
• • Themes from informal concerns reviewed
• • Evidence that complaints lead to learning and improvement

Evidence to check

• • Residents can describe how to raise concerns where possible
• • Accessible complaints information displayed or shared
• • Staff encourage residents to speak up
• • No evidence residents feel ignored, dismissed or discouraged

Evidence to check

• • You said, we did records
• • Meeting minutes showing feedback outcomes
• • Residents receive updates in accessible ways
• • Actions not taken are explained honestly where appropriate

Evidence to check

• • Team meeting minutes
• • Service improvement plans
• • Supervision or training records linked to feedback
• • Staff can describe recent changes made because of resident feedback

Evidence to check

• • Activity planning records include resident input
• • Resident feedback on activities is reviewed
• • Activities reflect residents' interests and abilities
• • Residents who do not join groups are asked what would work for them

Evidence to check

• • Compliments log
• • Team meeting records sharing positive feedback
• • Staff recognition linked to resident experience
• • Positive feedback is used to identify what should continue

Evidence to check

• • Accessible rights and advocacy information
• • Advocacy referrals or signposting where needed
• • Staff can explain when advocacy may be needed
• • Residents know they can ask for support to express views

Evidence to check

• • Observation-based feedback records
• • Life history information used to understand preferences
• • Family, advocate or representative input where appropriate
• • Changes in mood, behaviour or distress are treated as feedback

Evidence to check

• • Resident consultation records
• • Environmental feedback from residents and families
• • Changes made following consultation
• • Residents are not excluded from decisions because of cognitive or communication needs

Evidence to check

• • Feedback methods adapted for language, culture, disability and communication needs
• • Underrepresented or less-heard residents included
• • Feedback reviewed for equality and inclusion themes
• • Care and service changes reflect diverse resident needs

Evidence to check

• • Resident forum or council minutes
• • Attendance and representation reviewed
• • Actions from forums are followed up
• • Residents see clear outcomes from collective discussions

Evidence to check

• • Satisfaction survey results
• • Governance meeting minutes
• • Feedback reviewed with other quality data
• • Actions tracked to completion

Evidence to check

• • Care plans include resident voice and preferences
• • Care review notes record resident involvement
• • Daily notes record relevant feedback or choices
• • Records distinguish resident views from family or staff views

Evidence to check

• • Improvement plans linked to resident involvement
• • Resident satisfaction trends
• • Examples of care changes improving outcomes
• • Governance reports review impact, not only activity

Evidence to check

• • Care plans or wellbeing plans identify social preferences
• • Staff support introductions, shared interests and group connections
• • Residents at risk of loneliness are identified
• • Residents are not pressured into relationships or groups they do not want

Evidence to check

• • Large print, pictorial, easy-read or translated information
• • Staff explain feedback options in ways residents understand
• • Communication aids used where needed
• • Accessible information is kept current and visible

Evidence to check

• • Records identify residents who may struggle to engage
• • Individual engagement approaches are planned
• • Advocacy, family or specialist support used where appropriate
• • Engagement improves or is reviewed where barriers remain

Evidence to check

• • You said, we did displays or updates
• • Resident meeting feedback loops
• • One-to-one updates for individual concerns
• • Residents confirm they know what has changed where possible

Evidence to check

• • Improvement plans include resident experience priorities
• • Governance reports link feedback to CQC quality statements
• • Examples of resident-led improvements
• • Senior leaders can evidence how resident voice shapes strategy and quality