Visitors' Views on Residental Homes

Correspondence should be addressed to Justine Schneider, Senior Lecturer, Centre for Applied Social Studies, University of Durham, 15 Old Elvet, Durham DH1 3HL, UK. Email: Justine.Schneider{at}durham.ac.uk Summary Relatives and other people who visit residential care homeshave an opportunity to formulate their own views about the qualityof care, often over a considerable period of time. They maybe experienced in providing care themselves, and many have beenthe principal carer before admission of the resident. They canbe decision makers in purchasing care, and their preferenceswill therefore influence the market. Finally, through theirfrequent attendance, they too form part of the environment ofa home. This paper reports the findings of a survey of 228 visitorsto 17 residential care homes throughout England. It shows whothe visitors were, what they did, their likes, dislikes andideas for improvements. It summarizes what aspects were mostimportant to visitors, many of whom were former carers; thishas implications for purchasers and providers of residentialcare. It closes with a methodological discussion about how thevaluable views of visitors may be tapped without encounteringreticence due to guilt or fear of retribution affecting theresident.