Understanding Our Review Categories: Why They Matter

At carehome.co.uk, we know how important meaningful feedback is — both for care homes seeking to continuously improve and for families looking for the care for their loved ones.

To help ensure consistent and valuable insights, reviewers are asked to rate their Overall Experience and then rate up to 11 specific categories, each on a scale of 1 to 5. We encourage reviewers to complete as many categories as possible; at a minimum, at least 50% of categories must be completed for the review to be published.

These detailed ratings provide:

• Care homes with constructive feedback to recognise strengths and identify areas for improvement.

• Families with useful insights to help them find the right care home.

Below, we explain the purpose of each rating category:

Overall Experience - This provides an overall summary of the reviewer’s general experience and satisfaction with the care home.

Facilities - Well-maintained and thoughtfully designed facilities contribute to the comfort and wellbeing of residents. This category covers the quality and availability of facilities within the care home, such as communal areas, gardens, visiting rooms, and accessibility features.

Care / Support - Providing compassionate, professional care is at the heart of any care home. This rating assesses the quality of support residents receive, including medical assistance, personal care, and responsiveness to their needs.

Cleanliness - A clean and hygienic environment is essential for the health and dignity of residents. This category reflects how well-maintained the home is, including shared spaces, bathrooms, and individual rooms.

Treated with Dignity - Dignity and respect are fundamental to quality care. This rating measures how well staff uphold residents' rights, privacy, and personal choices, ensuring they feel valued and respected.

Food & Drink - The quality of nutrition and meals significantly influences a resident’s wellbeing and their overall experience. Impressions are formed based on the variety, flavour, aromas, and appropriateness of the food and beverages provided. Reviewers might also take note of how well individual dietary needs and preferences are respected.

Staff - The attitude, friendliness, and professionalism of staff members can greatly impact the experience of residents and visitors. This category reflects how approachable, caring, and competent the staff are in their daily interactions.

Activities - Engaging activities contribute to residents' physical, mental, and social wellbeing. This rating assesses the variety and frequency of recreational and social activities available to residents. For instance, a well-structured schedule featuring exercise classes, music therapy, and group outings can positively impact this rating.

Management - Strong leadership is crucial for maintaining a well-run care home. Reviewers rate how effectively the home is managed, including responsiveness to concerns, communication, and overall organisation.

Safety / Security - Feeling safe is a key priority for residents and their families. This rating covers aspects such as building security, emergency procedures, and measures taken to protect residents from harm.

Rooms - Comfortable, well-maintained rooms enhance residents’ quality of life. This category evaluates the cleanliness, decor, privacy, and overall condition of the individual living spaces.

Value for Money - Perception of value for money is an important factor in evaluating a service. This rating reflects how satisfied users feel with the quality, service, experience received relative to the price paid by themselves, third party or government. We understand that this category can be open to interpretation, particularly when care is funded by local government or other third parties, but the perception of the quality versus cost remains an important aspect of feedback. Also, reviewers have the option not to provide a value for money rating.

Need More Help?

If you have any questions or concerns about how these ratings are used, please do not hesitate to contact our Reviews Team. We are here to ensure that reviews remain fair, useful, and beneficial for both care homes and those seeking the best possible care for their loved ones.