Complaints, Concerns and Compliments Audit - Care Homes
Relevant Care Inspectorate Scotland sources
Answered 0 / 20(0% complete)
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Audit workspace
Score
0%
N/A counts as Yes (full credit). Unanswered reduces the score until completed.
Breakdown
0 Yes •0 No •0 N/A •20 Unanswered
Answers Overview
Questions
0/20 answeredQ1 | Unanswered
Is there a current, accessible complaints procedure that explains how people, families, advocates and staff can raise concerns, complaints and compliments?
Evidence to check
- • Complaints procedure
- • Accessible information
- • Policy review
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ2 | Unanswered
Are people given information about how to complain in formats and communication methods they can understand, including support to use advocacy where wanted?
Evidence to check
- • Easy-read or accessible information
- • Advocacy information
- • People's feedback
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ3 | Unanswered
Do people know who they can speak to if they are unhappy, and feel safe to raise concerns without fear of poorer care, retaliation or damaged relationships?
Evidence to check
- • People's interviews
- • Survey results
- • Speaking-up information
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ4 | Unanswered
Are there practical routes for raising feedback, including informal conversations, staff, managers, meetings, written routes, advocacy and anonymous options where appropriate?
Evidence to check
- • Feedback routes
- • Meeting notes
- • Anonymous feedback process
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ5 | Unanswered
Are informal concerns, low-level dissatisfaction and repeated issues recorded and reviewed alongside formal complaints to identify early warning signs?
Evidence to check
- • Informal concern log
- • Trend analysis
- • Action records
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ6 | Unanswered
Are complaints acknowledged promptly with clear information about the process, expected timescales, support available and who will lead the response?
Evidence to check
- • Acknowledgement letters
- • Complaint log
- • Process information
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ7 | Unanswered
Are complaints investigated fairly, compassionately and proportionately using relevant records, people’s views, staff accounts and other evidence?
Evidence to check
- • Investigation files
- • Evidence records
- • People's feedback
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ8 | Unanswered
Are people kept informed during an investigation and given a clear, respectful response that explains findings, decisions, apologies and actions?
Evidence to check
- • Communication records
- • Response letters
- • People's feedback
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ9 | Unanswered
Are complaints responded to within agreed timescales, with delays explained, managed and communicated clearly?
Evidence to check
- • Complaint timescale tracker
- • Delay communications
- • Management review
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ10 | Unanswered
Are complaints screened promptly for safeguarding, health and safety, regulatory notification, professional conduct or other escalation requirements?
Evidence to check
- • Safeguarding screening
- • Escalation records
- • Notification evidence
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ11 | Unanswered
Are complaints, concerns and outcomes stored securely in a complete, auditable system that protects confidentiality while enabling learning?
Evidence to check
- • Complaint register
- • Data-security controls
- • Record audit
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ12 | Unanswered
Are complaints and concerns analysed for themes by issue, location, time, service area, staff group, equality consideration or impact on people?
Evidence to check
- • Trend reports
- • Equality analysis
- • Governance minutes
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ13 | Unanswered
Do complaint investigations identify root causes and lead to practical actions with owners, timescales and evidence that the issue has been resolved?
Evidence to check
- • Root-cause analysis
- • Action plans
- • Effectiveness review
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ14 | Unanswered
Are people told what improvements have been made as a result of their feedback, complaints or concerns in a way that is meaningful to them?
Evidence to check
- • You said, we did actions
- • Feedback updates
- • Meeting notes
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ15 | Unanswered
Are lessons from complaints shared appropriately with staff and used to improve policies, training, supervision, care practice and people’s experience?
Evidence to check
- • Learning communications
- • Training records
- • Practice improvements
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ16 | Unanswered
Are compliments actively welcomed, recorded and shared with people and staff to recognise good practice and reinforce what matters to people?
Evidence to check
- • Compliment log
- • Staff communications
- • Recognition evidence
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ17 | Unanswered
Are families, representatives and advocates supported to raise concerns on a person’s behalf while the person’s wishes, rights and privacy remain central?
Evidence to check
- • Consent records
- • Advocacy evidence
- • Family feedback
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ18 | Unanswered
Are people given clear information about independent advice, advocacy and external escalation routes if they remain dissatisfied?
Evidence to check
- • External escalation information
- • Advocacy information
- • Complaint correspondence
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ19 | Unanswered
Do leaders review complaint, concern and compliment themes through governance and test whether improvement actions have made a sustained difference?
Evidence to check
- • Governance reports
- • Outcome review
- • Improvement tracker
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ20 | Unanswered
Can the service demonstrate an open, learning culture in which people are listened to, concerns are resolved fairly and feedback improves care?
Evidence to check
- • People's feedback
- • Provider assurance
- • Learning evidence
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCamera
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