Care Home Website Accessibility Report (2017)
The project was carried out by our Enter & View volunteers after discussions at a Care Quality Commission (CQC) joint meeting about the quality and accessibility of care home websites.
Finding a care home for a loved one can be a stressful and emotional time and many families rely on the internet to understand their options. Our volunteers wanted to explore how easy it is for members of the public to find the information they need when searching for care homes in County Durham.
What we did
Two Healthwatch volunteers carried out this research between November 2016 and January 2017.
They used common online search tools to explore care home websites and took a non-expert approach, putting themselves in the position of a family member trying to find suitable care.
The research aimed to:
- understand how accessible and user-friendly care home websites are
- identify barriers that make it difficult to find information
- explore what key information families need when choosing a care home
What we found
The quality and accessibility of care home websites varied widely.
Volunteers found that many websites:
- were difficult to navigate
- contained limited or outdated information
- did not clearly explain the services or specialisms offered
- required people to contact the provider directly to find basic information
In many cases, it was also difficult to find fee information, meaning families might spend time contacting providers before discovering that the service was not affordable or suitable.
It’s often a really difficult period in your life having to find somewhere new for a loved one to live. It would help a great deal if information was easy to access
Our recommendations
Healthwatch County Durham recommended that care home websites should include clear and accessible information, including:
- an indication of fee levels or price bands
- accurate and up-to-date information
- details about specialisms or types of care offered
- whether the service is age-related
- information about visiting arrangements
- details about activities available for residents
- the mission and values of the provider
- clear names, addresses and directions
Improving the accessibility of this information could help families compare services more easily and make informed decisions.
Download the report
Need this information in another format?
If you need this information in a different format, please contact us:
📧 info@healthwatchcountydurham.co.uk
📞 0300 180 0025
