Complaints, Concerns and Compliments Audit - Care Homes

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  • Is there an up-to-date complaints policy that is accessible and aligned with CQC regulations?
  • Are residents, relatives, and visitors made aware of how to raise complaints or compliments, both verbally and in writing?
  • Are accessible versions of the complaints process available (e.g., easy-read, translated formats, large print)?
  • Are multiple routes available for raising concerns (e.g., suggestion box, verbally, via staff, via relatives)?
  • Are informal concerns logged and analysed alongside formal complaints to identify service themes?
  • Are all complaints acknowledged within the timescales defined in the policy?
  • Is each complaint investigated objectively, thoroughly, and within a set timeframe?
  • Are complaints managed with empathy and transparency, with outcomes clearly communicated to the complainant?
  • Are complaints and compliments recorded and stored securely in a centralised, auditable system?
  • Are complaints categorised and analysed for trends (e.g., by department, time of day, issue type)?
  • Are complaints reviewed by leadership teams as part of governance and quality improvement processes?
  • Are learning outcomes from complaints shared with staff and embedded into training, policy, or care practice?
  • Are any safeguarding concerns identified through complaints escalated immediately to the appropriate authority?
  • Is there evidence that changes have been made in response to complaints and that these changes are monitored?
  • Are relatives and advocates supported in raising complaints on behalf of residents with limited capacity or voice?
  • Are anonymous complaints taken seriously and investigated where there is sufficient detail?
  • Are complainants informed of how to escalate their concerns to the Ombudsman or CQC if not satisfied with internal resolution?
  • Are compliments formally logged, shared with teams, and used to reinforce what’s working well?
  • Is staff performance reviewed where compliments or complaints indicate concerns or excellence?
  • Are residents regularly asked about how comfortable they feel giving feedback and raising issues?
  • Are whistleblowing and staff complaints procedures clear, safe, and regularly reviewed?
  • Are families surveyed regularly on satisfaction, with feedback analysed and acted upon?
  • Are complaints themes included in staff supervisions and team meetings for service-wide awareness?
  • Is complaint handling part of new staff induction and refresher training?
  • Is the complaints process regularly tested or audited to ensure it works effectively for all parties?