The Competition and Markets Authority (CMA) has published its finalised advice on consumer law compliance for care homes.
The guidance covers the following main areas:
- Upfront information – what information you should provide to prospective residents and their representatives, and when and how you should do so.
- Treating residents fairly – what you should do to ensure that your contract terms and the way you treat residents and their representatives are fair under consumer law.
- Quality of service – how to comply with your obligation to perform your services to residents with reasonable care and skill.
- Complaints handling – what you should do to ensure that your complaints handling procedure is easy to find, easy to use and fair.
This guidance is a useful resource for care homes. If care homes fall foul of the law, the CMA may take further action if it finds any care homes mistreating residents and breaking the law.
At Markel Law we regularly comment on SME related matters.
Follow this link to find out more about Markel Law and how we can assist your business.
The advice is being published as part of the Competition and Markets Authority’s (CMA) ongoing consumer protection work into residential care homes and nursing homes for older people (over 65s). It follows the CMA’s examination of the sector last year, which found that some residents are at risk of being treated unfairly and recommended urgent action to reform the sector. The CMA has also published an open letter to care homes, reminding them of their responsibilities under consumer law and urging them to review the advice immediately. Care homes may need to make changes to their contract terms and business practices as a result.