Complaints, Concerns and Compliments Audit - Domiciliary Care

Answered 0 / 30(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 •30 Unanswered

0%100%

Answers Overview

0%Score (Yes + N/A)
Yes
0
No
0
N/A
0
Unanswered
30

Questions

0/30 answered

  • Q1 | Unanswered

    Is there a clear, accessible, and up-to-date complaints policy that meets CQC requirements?

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

  • Q2 | Unanswered

    Is the complaints policy shared with service users, families, and staff in a way they can understand?

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

  • Q3 | Unanswered

    Are service users informed how to raise concerns, complaints, or compliments from the outset?

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

  • Q4 | Unanswered

    Are multiple channels available for submitting complaints (e.g., verbal, written, online, advocate)?

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

  • Q5 | Unanswered

    Are complaints and concerns recorded promptly and accurately in a central log?

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

  • Q6 | Unanswered

    Are complaints acknowledged within the timescales stated in the policy?

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

  • Q7 | Unanswered

    Is there a clear process for investigating complaints and keeping the complainant informed?

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

  • Q8 | Unanswered

    Are outcomes of complaints communicated clearly and with sensitivity?

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

  • Q9 | Unanswered

    Is there a documented process for learning from complaints and preventing recurrence?

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

  • Q10 | Unanswered

    Are complaint trends analysed at regular intervals to identify patterns or areas for improvement?

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

  • Q11 | Unanswered

    Are safeguarding concerns identified and escalated if raised within a complaint?

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

  • Q12 | Unanswered

    Is staff conduct reviewed where complaints relate to individual workers, and appropriate action taken?

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

  • Q13 | Unanswered

    Are compliments logged and shared with staff as part of performance recognition and morale?

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

  • Q14 | Unanswered

    Are anonymous or informal concerns treated seriously and documented where appropriate?

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

  • Q15 | Unanswered

    Is there a process for escalating unresolved complaints to senior management or external bodies?

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

  • Q16 | Unanswered

    Is feedback from complaints used to update training, policies, or care delivery?

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

  • Q17 | Unanswered

    Are service users asked if they are satisfied with how their complaint was handled?

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

  • Q18 | Unanswered

    Are all complaints, concerns, and compliments reviewed during governance meetings?

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

  • Q19 | Unanswered

    Are complaints data used to inform the Quality Improvement Plan (QIP)?

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

  • Q20 | Unanswered

    Is information about the complaints process provided in accessible formats (e.g., easy read, different languages)?

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

  • Q21 | Unanswered

    Are staff trained in how to handle complaints professionally, empathetically, and within policy?

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

  • Q22 | Unanswered

    Are complainants protected from discrimination or negative treatment as a result of raising a concern?

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

  • Q23 | Unanswered

    Is there oversight from the registered manager or senior leader for complaint resolution and trends?

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

  • Q24 | Unanswered

    Are external complaint options (e.g., Ombudsman, CQC) clearly signposted in materials given to users?

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

  • Q25 | Unanswered

    Is the complaints process reviewed annually and updated as needed based on audit or learning?

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

  • Q26 | Unanswered

    Is positive feedback used to identify best practice or service features that can be replicated?

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

  • Q27 | Unanswered

    Are frontline staff empowered to resolve minor concerns before they escalate into formal complaints?

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

  • Q28 | Unanswered

    Is complaint data included in reports to board members, commissioners, or CQC as required?

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

  • Q29 | Unanswered

    Are lessons learned from serious complaints or investigations shared sensitively with relevant teams?

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

  • Q30 | Unanswered

    Are compliments reviewed for themes that support staff training, motivation, and service promotion?

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

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