Alex Hayman, Managing Director of Public Markets at Which?, said:
“These findings paint a worrying picture of the problems that we know cause older people, and their families and friends, distress. Which? has heard from hundreds of people who have had poor experiences with care homes, so these issues must be urgently tackled.
“It is now vital that the Competition and Markets Authority sets out practical recommendations to improve people’s experiences when dealing with care homes. This must include action to drive up quality and value for money, improve the choice and information available to people, regulate the market effectively, and ensure that care home residents are properly protected.”