Care Homes Inquiry Seeks Your Views

The Office of Fair Trading has launched a major enquiry into residential care and nursing homes and it wants to hear from you. More than half a million people live in a care or nursing home and their numbers are set to grow by another 25,000 over the next five years. But no-one has looked at their position as consumers and how they may be exploited by the people who provide the service they need. This gap is now about to be filled. On 8 July the Director General of Fair Trading, John Bridgeman, invited anyone involved in the business of care or nursing homes - as consumers, relatives, pressure groups or local authorities - to contact him and let him know their concerns.

The Office of Fair Trading is a Government body whose job is to protect the consumer and promote fair competition. Each year it undertakes a small number of investigations into areas where it feels that the interests of the consumer are threatened by the power of business. Launching the enquiry into care homes John Bridgeman said

"The OFT has a duty to look at all goods and services in the economy. We looked around at what was the most important issue and this one stood out for our next enquiry. This is a sector which is growing and in which there is considerable potential for consumer detriment. They are one of the most vulnerable grlups in society. They tend to be silent consumers and they tend not to complain. Their voice needs to be heard."

John Bridgeman stressed that he had not had many complaints about homes.

"I am not saying there is a problem; I am saying I have questions."

INFORMATION
The decision to choose a home - even the decision to go into a home in the frst place - is a difficult and traumatic one. And it is not helped if the information about what you get for the fees and other charges is not clear - what is included, what is excluded? Some homes include newspapers or hairdressing others charge. What is the cost of extra cups of tea or snacks? What arrangements are there for trips out or exercise? How easy is it to use a telephone? All these things affect the value for money of the home.

CONTRACTS
The contract with the home should be clear and explained fully before it is signed. It is important that the terms and conditions are reasonable. When are fees due? What obligations does the home have? What is expected of both parties. What period of notice - on either side - is there?

FINANCIAL MATTERS
Residents should know what control they will have over their own money - apart from the money they pay in fees. What advice and help with their financial affairs will they and their relatives be given. Will their benefit or pension books be taken from them? Who will collect their money and account for it? Is residents' own money kept in a separate account so that if the home closes it will be safe? Will they get itemised bills? What are the payment terms? If some money comes from the local council will that be clearly shown?

REDRESS
It is a sector where customers are not known for complaining. How can you when you are so dependent on others and indeed those whom you may want to complain about, especially in a nursing home. How effective is the complaints procedure? Is it written down and easy to get hold of? Is it given to all residents and their relatives?

Although the Office of Fair Trading investigation will use scientific survey and market research techniques to study what is happening in care homes, it is keen to hear from individuals. And when asked by Saga Magazine if he wanted us to publicise this request John Bridgeman replied

"Yes absolutely. We want to hear from people who might never have thought of putting their thoughts on paper. This is a wise, intelligent, measured section of society and we can learn a great deal by getting people to share their thoughts with us."

The address to write to is Room 205, OFT, Field House, Breams Buildings, Lonodn EC4A 1PR. The Office of Fair Trading stresses that it cannot take up individual complaints but all letters will be looked at by the enquiry team and be used in the final report.

September 1997

e-mail Paul Lewis on paul@deadline.demon.co.uk