One-stop-shop for care homes

A 'one-stop-shop' that will provide information on care home provision was called for today at the end of a 10-month investigation. The Office of Fair Trading found that families are often under extreme emotional pressure when they have to find a place for an elderly relative and they are hampered in making a choice by a lack of information.

The OFT recommended the setting up of a 'national gateway' with a directory listing local homes, their prices and any additional top-up fees.

The investigation into the £8bn care homes market followed a so-called super-complaint by consumer group Which? More than half-a-million people are in care homes, but there have long been suggestions that some are being exploited by unscrupulous operators.

The OFT report found half of all care home residents had moved in after spending time in hospital, with arrangements often having to be made quickly.

The report says: 'Choosing a care home is a major life decision, and can involve a very large financial commitment. Once in a home, few older people move to another, even if they are dissatisfied, so it is important that they are in a position to make a good choice first time.'

The super-complaint was made on behalf of the Social Policy Ageing Information Network, which includes charities such as Help the Aged and Age Concern. It was prompted by worries about unfair contracts, a lack of legal protection, and claims that private patients are subsiding those paid for by local authorities.

Once in a care home, the OFT found that, although levels of satisfaction were generally high, those wishing to complain faced difficulties. In particular, there were low levels of awareness of complaints procedures and a lack of support for people wishing to complain.

To address these concerns, the OFT recommends more user-friendly information on the complaints mechanisms available and piloting of advocacy schemes, where an independent person acts on behalf of a complainant to provide help and support.

The OFT also found problems with the majority of contracts that self-funded residents have with their care homes. An analysis of care home contracts found that two thirds had fee-related terms that were either unfair or unclear, and in almost half it was unclear who should pay what amount.

The OFT says it is alerting care homes to its guidance on unfair terms in care home contracts, and will continue to take action against unfair terms where appropriate. Care home trade associations are being encouraged to draw up model contracts with support from the OFT.

OFT chairman Sir John Vickers said: 'Choosing a care home is a life-changing decision often made under distressing and difficult circumstances. That makes it all the more important that good information - from both public authorities and care homes - is readily available to help older people and their families, and that fair contracts and good complaints procedures are in place for residents.'