Care services: our standards & quality

Care Homes: performance

We want to be open about how we’re doing – and where there’s room to improve.

This page brings together information about how our care homes are performing, based on feedback from residents and relatives, our annual Care Resident Experience Survey, and the actions we are taking in response.

Listening to residents is central to how we deliver care. What you tell us helps us understand what matters most and shapes how we improve daily life in our homes

How we understand performance in our care homes

Performance in care is about more than numbers. It’s about how safe, respected, supported and involved residents feel every day.

We use a combination of:

• Resident and relative feedback

• Annual care satisfaction surveys

• Ongoing conversations, meetings and complaints feedback

• Regulatory standards and inspections

Together, these help us identify what’s working well and where we need to do better.

Care Resident Experience Survey

Each year we ask residents about their experience of living in our care homes, including:

• The care and support they receive

• Feeling safe, respected and listened to

• Their home environment

• Food, mealtimes and daily routines

• Activities, involvement and communication

What residents told us

Our most recent Care Resident Experience Survey received a strong response, with 175 residents taking part (45% response rate), supported by staff where needed

Headline feedback showed:

• 94% of residents feel treated with kindness and respect

• 89% of residents feel safe where they live

• Overall satisfaction with care was high

At the same time, residents highlighted areas where improvements were needed, particularly around:

• Food choices and mealtimes

• Laundry and housekeeping consistency

• Opportunities for activities and meaningful engagement

• Feeling involved and listened to in decisions about daily life

You Said, We Will – how we’re responding

We believe feedback only matters if it leads to action.

Following the Care Resident Experience Survey, we published our “You Said, We Will ” response, setting out clear commitments based on what residents told us

You Said We Will

These include:

• Resident-led menu reviews and tasting sessions

• Improving food quality, choice and flexibility at mealtimes

• Reviewing and improving laundry and housekeeping consistency

• Refreshing activities with more resident involvement

• Strengthening resident and relative meetings, with clear follow-up and shared actions

• Making it easier to give feedback or raise concerns at any time

Each action includes a clear why and what difference it should make, so residents can see how their voice is shaping change.

How we use feedback to improve care

Survey results and feedback are:

• Shared with care home teams and managers

• Used in workshops to identify improvements

• Built into local improvement plans

• Reviewed with residents through meetings and events

We also share feedback at a wider level to help improve consistency and learning across all our care homes.

Standards that guide our care services

Our care homes operate within clear regulatory frameworks that help ensure residents receive safe, high-quality and respectful care.

Care Quality Commission (CQC)

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

CQC:

• Inspects our care homes

• Checks that care is safe, effective, caring, responsive and well-led

• Publishes ratings and inspection reports so residents and families can see how services are performing

CQC inspections focus on what daily life is really like for people living in our homes, including dignity, kindness, safety, and how well residents’ needs are met.

Consumer Standards (Regulator of Social Housing)

As a housing provider, Abbeyfield is also regulated by the Regulator of Social Housing.

While Tenant Satisfaction Measures (TSMs) apply to housing services, the Consumer Standards help guide how we approach areas that matter to residents across both housing and care, such as:

• Safety and quality

• Transparency, influence and accountability

• Neighbourhood and community

• Fair and well-managed tenancies and agreements

These standards reinforce our commitment to listening to residents, being open about performance, and acting on feedback.

You can read more about the Consumer Standards here:
https://www.gov.uk/government/collections/regulatory-standards-for-landlords

Why we include both

Care residents often experience Abbeyfield as one service, not separate regulators.

Together, CQC oversight and the Consumer Standards help ensure:

• Care is safe, respectful and person-centred

• Residents feel listened to and involved

• Homes are well run, transparent and accountable

Keeping this page up to date

This page will be updated as:

• New survey results are published

• Improvement actions progress

• Residents share new feedback

If you’d like to give feedback at any time, you can:

• Speak to a member of the care team

• Raise it at a resident or relative meeting

• Email: feedback@abbeyfield.com

Other useful information for residents in our care homes