CIW Complaints, Compliments and Feedback Audit - Care Homes
Relevant CIW sources
Answered 0 / 20(0% complete)
Note: This is the "clipboard" version of the audit. Save as Draft keeps your changes here only. When the audit is complete and accurate, Save & Push to Calendar creates the final version for that month, where you can allocate tasks, upload evidence, and manage actions.
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
Governance: Is there a current complaints, compliments and feedback policy that reflects legislation, CIW requirements, the service's statement of purpose and local arrangements?
Evidence to check
- • Current complaints, compliments and feedback policy with review date
- • Evidence that the policy reflects CIW requirements and the service's statement of purpose
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
Accessibility: When people begin using the service, are they and, where appropriate, their representatives given clear information about how to complain, give feedback or make a compliment, and how to obtain independent support?
Evidence to check
- • Admission information and accessible complaint/feedback leaflets
- • Records showing representatives and advocacy information were offered where appropriate
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
Accessibility: Is information about complaints and feedback available in accessible formats, languages and communication methods that reflect the needs of people using the service?
Evidence to check
- • Accessible complaint information in relevant formats or languages
- • Communication assessments and evidence people can understand how to raise a concern
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
Culture: Does the service actively encourage people, families, visitors and staff to raise concerns or give feedback without fear of disadvantage, discrimination or a poorer service?
Evidence to check
- • Feedback from people, relatives, visitors and staff about speaking up
- • Meeting notes, surveys or observations showing an open and respectful culture
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
Workforce: Do staff and volunteers know how to recognise, receive, record and escalate a complaint or concern, including one made verbally, informally or through a representative?
Evidence to check
- • Staff induction, training, supervision or competency records
- • Staff discussion or examples of appropriate escalation of an informal concern
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
Recording: Are complaints, concerns, compliments and feedback recorded promptly, accurately, securely and with enough detail to show the issue raised and the person's desired outcome?
Evidence to check
- • Complaint, concern, compliment and feedback registers
- • Sample records showing the issue, desired outcome, dates and actions
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
Response: Are complainants acknowledged promptly, told what will happen next, given realistic timescales and kept informed of progress in a suitable format?
Evidence to check
- • Acknowledgement letters, emails or communication records
- • Timescale tracker and progress updates given to complainants
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
Safety: When a complaint indicates immediate risk, safeguarding, poor care or another serious concern, is urgent protective action taken and are appropriate referrals or notifications made?
Evidence to check
- • Sample complaint showing immediate protective action and risk management
- • Safeguarding, CIW, local-authority or other notification/referral records where relevant
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
Investigation: Are complaints investigated fairly, proportionately and by people with the appropriate knowledge, independence and authority for the matter concerned?
Evidence to check
- • Investigation plans, notes, evidence gathered and decision records
- • Evidence the investigator had sufficient independence, skills and authority
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
Involvement: Are the person, their representative and relevant advocates given an opportunity to explain the concern, contribute evidence and say what outcome or remedy they seek?
Evidence to check
- • Records of discussions with the person, representative or advocate
- • Evidence that desired outcomes, evidence and communication needs were considered
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
Outcome: Does the final response clearly explain the findings, decisions, apology or remedy where appropriate, actions taken and how the person may escalate if dissatisfied?
Evidence to check
- • Final response letters or accessible outcome communications
- • Evidence of findings, apology or remedy, actions and escalation 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 filesCameraQ12 | Unanswered
Outcome: Are responses provided within the service's stated timescales, with any delay authorised, explained and communicated to the complainant?
Evidence to check
- • Complaint timescale log
- • Authorised delay records and communication with the complainant
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
Escalation: Are people signposted appropriately to independent advocacy, the local authority, CIW or other relevant external routes when the service cannot resolve a concern or a safeguarding or regulatory issue is identified?
Evidence to check
- • Signposting information for advocacy, local authority, CIW and relevant external support
- • Referral, escalation or advice-seeking records where the service could not resolve the concern
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
Compliments: Are compliments and positive feedback captured, shared with people and staff where appropriate, and used to understand what is working well?
Evidence to check
- • Compliment and positive-feedback register
- • Examples of positive practice shared with people and staff
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
Feedback: Does the service use a range of inclusive methods, such as conversations, meetings, surveys, observations and representative feedback, to seek people's views on care and the home?
Evidence to check
- • Survey results, meetings, resident/relative forums and observation records
- • Evidence that communication and participation methods are inclusive
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
Feedback: Are people told what the service learned from feedback and what changed as a result, including where the service decides no change is possible?
Evidence to check
- • 'You said, we did' communication or feedback summaries
- • Records explaining changes made or reasons why a requested change was not possible
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
Learning: Are complaints, concerns, compliments and feedback analysed for themes, repeat issues, equality impacts, risks and opportunities for service improvement?
Evidence to check
- • Trend analysis of complaints, compliments and feedback
- • Equality, risk and recurring-issue analysis with planned actions
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
Learning: Are complaint findings considered alongside safeguarding, incidents, accidents, audits and staffing information so connected risks and learning are identified?
Evidence to check
- • Governance reports comparing complaint data with safeguarding, incidents, audits or staffing
- • Examples of connected learning and preventive action
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
Oversight: Do the manager and responsible individual receive regular complaint and feedback information, scrutinise open actions and ensure records are accurate, secure and complete?
Evidence to check
- • Manager and responsible-individual governance meeting minutes
- • Open-action tracker and record-quality checks
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
Continuous improvement: Do complaint, compliment and feedback trends inform the quality of care review, with actions completed and their impact on people's experience checked?
Evidence to check
- • Quality of care review report containing complaint and feedback analysis
- • Completed actions and evidence that people's experience improved
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
Saving a draft does not create a Calendar entry. Pushing saves the final monthly run and generates its action plan.