What should I know before choosing a care home?

If you’re finding choosing a care home stressful and confusing, you’re not alone. It can be challenging to find the information you need to help you make important decisions about the future. 

The Competition and Markets Authority has produced guidance to help you better understand your rights as a resident or the rights of your loved one. 

Knowing your rights and what questions to ask will help you and anyone assisting you get the information you need and help ease the pressure of this difficult decision. 

Six areas to consider at when choosing a care home or nursing home.  

1. What do I need to know to choose a care home? 

When you first contact a care home, you should receive key information that is clear and easy to understand. This information should be made available on the care home's website and any information packs that they may provide.  

Key information includes: 

• Whether the care home accepts both people paying their fees and whose fees will be paid for by the local authority 
• An overview of the types of care, facilities and activities the care home can offer you. 
• An outline of the number of staff and their roles 
• Where applicable, the latest inspection rating for the home and where to find the most recent inspection report. 
• Any important terms and conditions that may apply to you, for example, if the home requires you to prove that you can pay for your care for a minimum period or how your fees might change during your stay. 
• How much you will pay to stay in the home, including an estimate of the weekly fees. (The exact amount will depend on an assessment of your care needs and the type of room you choose). 
• What services are included in the weekly fees, and whether there are any additional fees (for example, for being accompanied by staff to hospital appointments) or optional 'extras' (for example, hairdressing) 
• Information about a trial period – if they offer these.  

To find out more about what information you should expect to receive, check out the complete guide.  

2. What should you expect from your terms and conditions?  

If you’re paying for your care, there will be a contract between you and the care home.  

The terms and conditions should: 

• Be simple and straightforward, avoiding jargon so that you can easily understand your rights and responsibilities. 
• Be written and agreed with you openly and fairly. 
• Avoid unfair terms. If a term in a contract is unfair, it will not be valid, and the care home cannot hold you to it. Unfair terms include those which put the resident at an unfair disadvantage (For example, 'hidden' terms that you had not had the opportunity to read or terms that allow the care home to make unexpected changes to your fees).  

If you don't understand any of the terms and conditions, question it before you sign. 

3. What if something changes when I am in the care home?  

There will be limited situations in which your care home can change your contract. If the care home make changes, you should get at least 28 days to consider the new terms. These changes include an annual review of your fees or where your care needs change significantly. 

4. Can the care home ask me to leave? 

Before you agree to move into the care home, they should clearly explain why they might need to ask you to leave. All these reasons must be included in your contract.  

The care home should not ask you to leave without consulting you, anyone assisting you, and other relevant independent professionals. You should get at least 28 days written notice to leave the care home.   

5. What level of service can I expect? 

The care home staff must act with reasonable care and skill, providing the service agreed in your contract. 

If they don’t, you may be able to claim compensation for breach of contract. 

6. What can I do if something goes wrong? 

You always have the right to complain about your care or your treatment. 

Your care home should: 

• Make it easy for you to complain. 
• Deal with your complaint quickly and fairly. 
• Direct you to people that may be able to support and assist you. 
• Staff must never discourage you from making a complaint. 

The care home must have their complaints procedure set out in writing. The complaints procedure must be easy to find both on their website and in the care home, be easy to understand and available in different languages and formats.