Enter and view: effectiveness of feedback mechanisms in care homes – Summer 2023

This report details Healthwatch Surrey's findings from Enter and View visits, paper questionnaires and an online survey relating to care homes in Surrey between May 2022 and June 2023.

During the Enter and View visits, they found that there were many different feedback mechanisms in use across the care homes, such as residents’ meetings, suggestion boxes, surveys, and an iPad at reception for family and friends to give feedback. Many care homes told them that they had an ‘open door’ policy and residents, and family member were welcome to talk to staff at any time. The survey revealed that two thirds of respondents (families and carers) were very confident they’d know how to raise a complaint and who to raise it with. No recommendations were made as part of this research.