Complaints, Concerns and Compliments Audit - Care Homes

Q1 | Unanswered

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

Q2 | Unanswered

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

Q3 | Unanswered

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

Q4 | Unanswered

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

Q5 | Unanswered

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

Q6 | Unanswered

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

Q7 | Unanswered

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

Q8 | Unanswered

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

Q9 | Unanswered

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

Q10 | Unanswered

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

Q11 | Unanswered

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

Q12 | Unanswered

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

Q13 | Unanswered

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

Q14 | Unanswered

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

Q15 | Unanswered

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

Q16 | Unanswered

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

Q17 | Unanswered

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

Q18 | Unanswered

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

Q19 | Unanswered

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

Q20 | Unanswered

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

Q21 | Unanswered

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

Q22 | Unanswered

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

Q23 | Unanswered

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

Q24 | Unanswered

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

Q25 | Unanswered

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