Complaints, Concerns and Compliments Audit - Care Homes

Answered 0 / 25(0% complete)

Score

0%

N/A counts as Yes (full credit). Unanswered reduces the score until completed.

Breakdown

0 Yes •0 No •0 N/A •25 Unanswered

0%100%

Answers Overview

0%Score (Yes + N/A)
Yes
0
No
0
N/A
0
Unanswered
25

Questions

0/25 answered

  • Q1 | Unanswered

    Is there an up-to-date complaints policy that is accessible and aligned with CQC regulations?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q2 | Unanswered

    Are residents, relatives, and visitors made aware of how to raise complaints or compliments, both verbally and in writing?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q3 | Unanswered

    Are accessible versions of the complaints process available (e.g., easy-read, translated formats, large print)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q4 | Unanswered

    Are multiple routes available for raising concerns (e.g., suggestion box, verbally, via staff, via relatives)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q5 | Unanswered

    Are informal concerns logged and analysed alongside formal complaints to identify service themes?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q6 | Unanswered

    Are all complaints acknowledged within the timescales defined in the policy?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q7 | Unanswered

    Is each complaint investigated objectively, thoroughly, and within a set timeframe?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q8 | Unanswered

    Are complaints managed with empathy and transparency, with outcomes clearly communicated to the complainant?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q9 | Unanswered

    Are complaints and compliments recorded and stored securely in a centralised, auditable system?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q10 | Unanswered

    Are complaints categorised and analysed for trends (e.g., by department, time of day, issue type)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q11 | Unanswered

    Are complaints reviewed by leadership teams as part of governance and quality improvement processes?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q12 | Unanswered

    Are learning outcomes from complaints shared with staff and embedded into training, policy, or care practice?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q13 | Unanswered

    Are any safeguarding concerns identified through complaints escalated immediately to the appropriate authority?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q14 | Unanswered

    Is there evidence that changes have been made in response to complaints and that these changes are monitored?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q15 | Unanswered

    Are relatives and advocates supported in raising complaints on behalf of residents with limited capacity or voice?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q16 | Unanswered

    Are anonymous complaints taken seriously and investigated where there is sufficient detail?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q17 | Unanswered

    Are complainants informed of how to escalate their concerns to the Ombudsman or CQC if not satisfied with internal resolution?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q18 | Unanswered

    Are compliments formally logged, shared with teams, and used to reinforce what’s working well?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q19 | Unanswered

    Is staff performance reviewed where compliments or complaints indicate concerns or excellence?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q20 | Unanswered

    Are residents regularly asked about how comfortable they feel giving feedback and raising issues?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q21 | Unanswered

    Are whistleblowing and staff complaints procedures clear, safe, and regularly reviewed?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q22 | Unanswered

    Are families surveyed regularly on satisfaction, with feedback analysed and acted upon?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q23 | Unanswered

    Are complaints themes included in staff supervisions and team meetings for service-wide awareness?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q24 | Unanswered

    Is complaint handling part of new staff induction and refresher training?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q25 | Unanswered

    Is the complaints process regularly tested or audited to ensure it works effectively for all parties?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

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