How people's views have changed residential care
Between December 2023 and April 2026, we carried out a series of Enter & View visits across care homes and supported living facilities within the borough. Our summary report highlights the feedback we captured regarding the things that matter most to residents and their families, and provides updates on how services have acted on our recommendations.
Summary
To ensure as many people as possible could share their experiences, we used a range of engagement methods, including one-to-one conversations with residents and online or paper surveys for visitors.
The settings we visited were identified through local insights received at Quality Partnership Meetings, where we work alongside local council colleagues and partners to monitor the quality of local care.
Key findings
- Activities: There was often a lack of varied and enriching activities that matched people's specific interests.
- Communication: Families sometimes felt it was difficult to get updates or were not contacted promptly following incidents.
- Staffing: Some residents expressed concerns about the high use of agency staff and inconsistent handovers between shifts.
- Privacy: We heard concerns regarding unauthorized entry into bedrooms and a desire for residents to have more say in who enters their personal space.
Key changes
- Personalised Activities: Services now report offering more meaningful, resident-led activities, including regular timetables and one-to-one support for those who prefer to stay in their rooms.
- Digital Communication: Many homes have improved transparency by using digital systems, email updates, and photo sharing to keep families informed about day-to-day care.
- Staff Stability: Several services have reported more stable staff teams with a reduced reliance on temporary agency workers.
- Respect for Privacy: One home has strengthened their approach to dignity by ensuring residents are consulted and given clear notice before maintenance visits or access to their room.
Downloads
If you need the reports in a different format, please email hello@healthwatchdudley.co.uk or call 03000 111 001.
File download
Care homes & residential living facilities: what people told us and what's changed
“Staff are fantastic, they’re very nice people and not secretive.”
