Service User Experience and Involvement Audit - Care Homes

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  • Is there a policy or approach in place that promotes meaningful involvement of residents in their care and the service?
  • Are residents supported to express their views and preferences about how their care is delivered?
  • Are regular opportunities provided for residents to give feedback (e.g., surveys, meetings, one-to-one discussions)?
  • Is feedback from residents reviewed and used to improve the quality of care and services?
  • Are residents involved in reviewing and developing their care plans?
  • Are residents given choice in daily routines, such as meal times, bathing preferences, and activities?
  • Are care decisions made in partnership with residents and/or their representatives where appropriate?
  • Are residents asked about their experience of safety, dignity, respect, and relationships with staff?
  • Are residents supported to be involved in service development, such as recruitment, menu planning, or décor decisions?
  • Is feedback from residents collected in an inclusive way, considering communication and cognitive needs?
  • Are family members and advocates encouraged to contribute to resident feedback where appropriate?
  • Are systems in place to monitor how well the service responds to complaints or concerns raised by residents?
  • Do residents know how to raise a concern or complaint and feel confident doing so?
  • Are service improvements or changes communicated back to residents following their feedback?
  • Are outcomes from feedback discussed in staff meetings and service planning sessions?
  • Are residents involved in planning and reviewing group activities, social events, and entertainment options?
  • Are success stories or examples of positive feedback shared with staff and celebrated?
  • Are residents informed about their rights, including how to access advocacy services if needed?
  • Is feedback sought from residents who are less able to engage (e.g., those with advanced dementia) using observation and other inclusive methods?
  • Are residents consulted on environmental changes, including room décor, communal space use, and outdoor areas?
  • Is diversity among residents reflected and respected in how experience and involvement are sought and acted on?
  • Are there forums, councils, or representative groups in place to promote collective resident voice?
  • Is resident satisfaction data reviewed regularly as part of quality assurance and governance processes?
  • Is involvement documented in care records, including preferences, priorities, and feedback shared by the resident?
  • Are there systems to measure and monitor the impact of resident involvement on care quality and satisfaction?
  • Are residents supported and encouraged to build peer relationships and support each other’s involvement?
  • Are accessible formats (e.g., large print, pictorial) used to help residents understand how to give feedback?
  • Are any barriers to resident engagement identified and addressed proactively?
  • Are residents given updates on actions taken from previous feedback to promote transparency and trust?
  • Is resident experience and involvement linked to the service’s continuous improvement and Outstanding goals?