Visits Audit - Domiciliary Care

Q1 | Unanswered

Is there a clear process for planning and scheduling visits that reflects assessed needs, outcomes, and agreed visit times?

Q2 | Unanswered

Are visit times agreed with the person (and/or their representative) and recorded in the care plan and rota?

Q3 | Unanswered

Are rotas produced with realistic travel times between visits to reduce late or missed calls?

Q4 | Unanswered

Is there a system to identify and address repeated late calls for specific staff, routes, or time slots?

Q5 | Unanswered

Are visit durations (planned vs delivered) monitored and reviewed to ensure people receive their full commissioned care time?

Q6 | Unanswered

Is there a robust process for monitoring and responding to missed, short, or late visits (including escalation and investigation)?

Q7 | Unanswered

Is electronic call monitoring (ECM) or an equivalent method used to evidence visit start and end times where appropriate?

Q8 | Unanswered

If ECM is used, is there a process to manage exceptions (poor signal, device failure) without losing accountability?

Q9 | Unanswered

Are staff expected and supported to arrive within an agreed time window (e.g., +/- 15 minutes) unless the person agrees otherwise?

Q10 | Unanswered

Do staff inform the person (or office informs them) when a carer will be late, including a revised estimated arrival time?

Q11 | Unanswered

Are people kept informed of changes to their regular carers, and is continuity prioritised where possible?

Q12 | Unanswered

Is there an effective contingency plan for unplanned absence (sickness, emergencies) to prevent missed visits?

Q13 | Unanswered

Is there an on-call/out-of-hours system that can respond promptly to visit issues (late, missed, access problems)?

Q14 | Unanswered

Are double-up calls scheduled appropriately and consistently staffed to meet moving/handling or complex care needs?

Q15 | Unanswered

Is lone working risk assessed for visits, and are safety measures in place (check-in/out, escalation, safeguarding support)?

Q16 | Unanswered

Are staff allocated visits based on skills, training, competency, and the person’s needs (e.g., catheter care, PEG, dementia support)?

Q17 | Unanswered

Are new staff introduced to packages of care safely (shadowing/mentoring) before completing visits alone?

Q18 | Unanswered

Do rotas support continuity for people with anxiety, dementia, autism, learning disability, or behaviours that challenge?

Q19 | Unanswered

Are visit schedules reviewed when needs change (hospital discharge, deterioration, end of life) to avoid unsafe delays?

Q20 | Unanswered

Are time-critical tasks identified (e.g., insulin, Parkinson’s meds, meal support, repositioning) and prioritised in the rota?

Q21 | Unanswered

Are calls scheduled to support nutrition/hydration needs at appropriate times (breakfast, lunch, tea) where required?

Q22 | Unanswered

Are scheduled visits aligned with toileting support and continence care needs to reduce avoidable accidents or distress?

Q23 | Unanswered

Is there a process to review travel routes and clustering of calls to improve efficiency without compromising care quality?

Q24 | Unanswered

Are staff given sufficient time within visits to complete care tasks safely, respectfully, and without rushing?

Q25 | Unanswered

Do staff remain for the full planned visit time unless the person chooses otherwise and this is recorded clearly?

Q26 | Unanswered

If a person refuses care or asks staff to leave early, is this recorded and escalated appropriately where risks are identified?

Q27 | Unanswered

Is there a clear protocol for failed access (no answer, wrong key safe code, unsafe environment) including welfare checks?

Q28 | Unanswered

Are key safes used where appropriate, and are codes stored/handled securely with controlled access?

Q29 | Unanswered

Is the provider monitoring the frequency of “no access” events and taking action to reduce avoidable disruption?

Q30 | Unanswered

Are care staff required to read the most up-to-date care plan before the visit, especially after changes or incidents?

Q31 | Unanswered

Are daily notes completed at each visit and do they clearly reflect what was done, outcomes achieved, and any concerns?

Q32 | Unanswered

Are visit records completed contemporaneously (during/immediately after the visit) and not written up later from memory?

Q33 | Unanswered

Do visit notes include objective observations where needed (e.g., skin integrity, mobility changes, appetite, mood)?

Q34 | Unanswered

Are concerns identified during visits escalated promptly to the office, GP, district nurse, or emergency services as appropriate?

Q35 | Unanswered

Are safeguarding concerns identified during visits reported and managed in line with local safeguarding procedures?

Q36 | Unanswered

Do staff understand and follow Mental Capacity Act principles during visits (consent, least restrictive practice, best interests)?

Q37 | Unanswered

Is consent checked before delivering personal care and is this approach consistent across the workforce?

Q38 | Unanswered

Are privacy and dignity maintained during visits (closing doors/curtains, respectful language, appropriate exposure)?

Q39 | Unanswered

Do staff arrive with correct PPE and follow infection prevention and control practices between visits?

Q40 | Unanswered

Are moving and handling practices safe during visits and aligned with the person’s risk assessment and equipment provided?

Q41 | Unanswered

Is equipment required for the visit available, safe, and used correctly (hoists, slide sheets, rotastands, commodes)?

Q42 | Unanswered

Are medication prompts/administration visits scheduled to support safe and timely medicines where required?

Q43 | Unanswered

If time-critical medication is part of the visit, are there controls to prevent delays (priority flags, escalation rules)?

Q44 | Unanswered

Are staff supported to manage emergencies during visits (falls, breathing difficulties, choking, sudden deterioration)?

Q45 | Unanswered

Is there a process for recording and learning from visit-related incidents (missed calls, late calls, care delivery failures)?

Q46 | Unanswered

Are spot checks (announced/unannounced) used to observe visit quality, punctuality, care delivery, and record keeping?

Q47 | Unanswered

Do spot checks include review of start/end times, task completion, and the person’s feedback about the visit?

Q48 | Unanswered

Is supervision used to review call performance data (punctuality, duration, continuity) and support improvement?

Q49 | Unanswered

Are rota coordinators trained and competent in safe scheduling, travel planning, and risk-based prioritisation?

Q50 | Unanswered

Is there governance oversight of visits (KPIs such as late calls, missed calls, call length compliance, continuity rates)?

Q51 | Unanswered

Are service users asked regularly for feedback on visit punctuality, consistency of carers, and overall experience?

Q52 | Unanswered

Are complaints and concerns about visits (lateness, rushing, missed tasks) investigated promptly and outcomes shared?

Q53 | Unanswered

Are staff performance issues linked to visit efficiency managed fairly with support, training, and capability processes as needed?

Q54 | Unanswered

Is there a process to review commissioned care time vs delivered care time and address any variance transparently?

Q55 | Unanswered

Are staff paid fairly for travel time and are rota practices compliant with employment law to reduce rushed visits?

Q56 | Unanswered

Are visit schedules designed to minimise avoidable waiting time while ensuring enough time for complex or person-led care?

Q57 | Unanswered

Is the provider able to evidence that visit planning supports personalised outcomes rather than task-only care?

Q58 | Unanswered

Do care plans specify visit outcomes and priorities so staff use time effectively and consistently across different carers?

Q59 | Unanswered

Are handovers between carers/office effective, ensuring information from one visit informs the next visit safely?

Q60 | Unanswered

Are risks related to visit timing reviewed (e.g., falls risk at night, pressure care repositioning schedules, hydration prompts)?

Q61 | Unanswered

Is there a clear escalation pathway when staffing pressures risk late or missed calls (including commissioning authority notification where relevant)?

Q62 | Unanswered

Are data protection and confidentiality maintained when using mobile devices/ECM during visits (screen locks, secure apps, minimal exposure)?

Q63 | Unanswered

Does the provider audit visit efficiency at least quarterly and implement action plans with clear owners and timescales?

Q64 | Unanswered

Can the provider demonstrate learning and continuous improvement from visit audits, incidents, and feedback (changes made and impact measured)?