CQC registration document guidance

Care Home Service User Guide

A Service User Guide helps residents, prospective residents, families and representatives understand your care home, the support you provide and what they can expect when living in your service.

Why this matters for your registration

  • •It gives people a clear and realistic picture of the care home you intend to operate.
  • •CQC expects your information for residents and families to be consistent with your application and Statement of Purpose.
  • •A strong guide also helps show how you will support choice, dignity, information-sharing and informed decision-making.

What you should prepare

  • •A clear introduction to your care home, including the service type, people supported, aims, values and contact details.
  • •Information about the care and support you will provide, including admissions, assessments, fees, daily life and person-centred care.
  • •How staffing, medicines, safeguarding, complaints, health and safety, privacy and dignity will be managed.
  • •Information on equality, diversity, human rights and how you will support culture, beliefs, identity and communication needs.
  • •Details about everyday life in the home, such as meals, activities, visitors, bedrooms, personal belongings and routines.
  • •Information about leaving the service, notice arrangements and how transitions will be managed.

Before you submit

  • •Make sure the guide reflects the people your care home is actually designed to support.
  • •Keep the wording consistent with your Statement of Purpose, admissions arrangements and wider registration documents.
  • •Explain clearly what the service can provide and what needs it may not be able to meet safely.
  • •Use language that is practical, accessible and helpful for residents and their families.

Need help?

Support with your CQC documents

We can help you prepare or review a Service User Guide so it is clear, realistic and aligned with the rest of your care home registration application.

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