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Residents rate care homes – UK’s largest and most authoritative survey

09 Feb 2015

The UK’s largest and most authoritative survey of care home residents, Your Care Rating, has today announced the results for its 2014 annual survey.

The survey looks at the views of over 20,000 residents who take part in it from 29 different care home providers in more than 1,000 care homes. Each care home is awarded an Overall Performance Rating (OPR) out of 1,000. The national average score this year was 872 with scores ranging between 631 and 995.

Care providers in the North East received the highest regional average of 886, followed by the North West which scored an average of 880. This contrasts with London which received the lowest regional average score of 863.

The national average scores across the survey’s four main themes were: staff and care, 871; home comforts, 852; choice and having a say, 854; and quality of life, 922. However, the high and low scores varied considerably across the themes, for example for home comforts the scores ranged between 454 and 996.

The surveys paints a broadly positive picture of the state of the UK’s care homes, which is at odds with the negative perception the care home sector often receives. Whilst sadly there are always examples of poor care, what the survey shows is that the overwhelming majority of residents like and value the care they receive.

Douglas Quinn, chairman of Your Care Rating, said: “We need to listen much more to the people who actually live in care homes. They are best placed to judge if the care they receive is good or bad. This year the results show that most residents are very happy with their care – they are treated with dignity, kindness and respect and most care homes are actually doing a very good job. Whilst there will always be negative headlines, for the overwhelming majority of residents day-to-day life in a care home is pretty good.”

All of this year’s results for every care home surveyed are displayed in detail on the Your Care Rating website ( The website also shows how homes that took part in the survey last year performed. All of this helps families who are choosing a care home for a loved one by giving them vital information on what the residents actually think of each home and the standard of care.

The Your Care Rating survey has 28 questions and residents are provided with opportunities to add comments, which then are fed back anonymously to the care homes, alongside the survey results. All participating care homes receive a detailed analysis of the results, along with benchmark scores for other care homes and provider organisations.  This insight also directs care improvement plans for each provider and provides invaluable feedback on what is most important for residents.

The survey was undertaken for Your Care Rating by leading research company Ipsos MORI. The questionnaire was compiled with input from care home operators, a group of care home residents, the National Care Forum (NCF), Care England and Prof Julienne Meyer of My Home Life and City University. 


Notes for editors

For more information, interview opportunities and images, contact:

Derek Harris / Samantha Ringer

Golley Slater PR /

020 7836 0664 / 07779 164606


Prominent endorsements

Martin Green, chief executive of Care England, said: “The best people to comment on the quality of a service are the people who use it. Your Care Rating is becoming the most important resource available to people who are making decisions about moving into a care service because it gives the views of those who are already experiencing it. The care providers who have developed Your Care Rating have made a clear and public commitment to transparency and left the judgement of their quality to the people who use their services.”

Des Kelly, executive director of the National Care Forum, said: “Your Care Rating provides objective, transparent and benchmarked data on what residents in care settings actually think about the services they receive – this is vital information for everyone leading and working in organisations providing care.”


About Your Care Rating

The Your Care Rating initiative was conceived at Castleoak Group’s Innovation Exchange in June 2011 – a customer conference focusing on innovation and continuous improvement in the sector.

A Steering Group was created from attendees at the conference and this group made up the inaugural board of Your Care Rating Limited. The composition of the board has since been changed to ensure that it is independent of care providers.

This company has been formed to host and promote the survey, provide an authoritative source of information for prospective residents and family members and to champion continuous quality improvement in care services. The company is a ‘not for profit’ organisation, and any surpluses will be retained and used to further its aims and objectives.


Technical notes

  • The Your Care Rating survey was carried out between September and November 2014. A total of 29 care home operators took part in the survey, covering 1,096 care homes and 59,112 registered places.
  • The survey is carried out using a paper questionnaire. Each care home is sent copies of the questionnaire and freepost envelopes to be distributed to residents. Further details on the survey process are available through the Your Care Rating website.
  • Overall survey results are based on responses from 21,300 residents across 1,034 care homes. Average and benchmark figures are based on results from 932 care homes with five or more responses.
  • OPR and Theme scores are shown out of a possible total score of 1,000. Further details of how OPR and Theme scores are calculated are available via the Your Care Rating website.
  • Percentage scores are shown out of 100%.
  • Combined percentage “agree” figures are based on the combined percentage of respondents saying they ‘strongly’ or ‘tend to’ agree.
  • Data is unweighted.
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