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service user guides



To help prospective residents make an informed choice on the potential suitability of the home, it is now a requirement that each home provides a service user guide.  This is a clear indication of its aims and objectives and the services and facilities it provides for its residents and should include a clear statement of purpose.

It’s a requirement that there can be ‘no room for doubt’ with regards to whether the home can cater for any specific needs.  The register user must demonstrate that they can meet the assessed needs. Therefore if a home, for example, says it provides for people with dementia it must make very clear how this is done.

The service user’s guide should be simply written and must include:

  • a brief description of the services provided
  • a description of the individual accommodation and communal space provided
  • relevant qualifications and experience of the registered provider, manager
  • and staff
  • the number of places provided and any special needs or interests catered for
  • a copy of the most recent inspection report
  • a copy of the complaints procedure
  • service users’ views of the home

The homes must also provide a statement of terms and conditions and this should include:

  • rooms to be occupied
  • overall care and services (including food) covered by fee
  • fees payable and by whom (service user, local or health authority, relative or another)
  • additional services (including food and equipment) to be paid for over and above those included in fees
  • rights and obligations of the service user and registered provider and who is liable
  • if there is a breach of contract
  • terms and conditions of occupancy, including period of notice