Communicating with residents – CMA guidance

In November 2018, the Competitions and Market
Authority (CMA) issued guidance to UK Care Home Providers for older people,
setting out consumer law obligations to protect residents, prospective
residents and their representatives when using care services.

The law requires that Care Home Providers understand
the difficult circumstances in which people may be making decisions about care and
the fact that they are unlikely to be familiar with the process of choosing a
care home.

It is therefore the responsibility of Care Home
Providers to ensure appropriate information is available and provided at
different stages of the customer journey to help people make informed choices.


The advice applies to all care homes for people over
65 (e.g. residential and nursing), irrespective of how care is funded, and
covers the whole of the UK (i.e. England, Wales, Scotland and Northern

Read the Blog in full

Published by Residential Forum

The Residential Forum is to promote the achievement of high standards of care and support for children and adults living in residential care and nursing homes, supported housing, residential schools and colleges, hospices and hostels. It contributes to improving the quality of service to the public. Members of the Forum are people of standing and experience drawn from the public, private and voluntary sectors, as well as some who can speak for service users and carers.

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