Complaints, Concerns and Compliments Audit - Domiciliary Care
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- Q1: Is there a clear, accessible, and up-to-date complaints policy that meets CQC requirements?
- Q2: Is the complaints policy shared with service users, families, and staff in a way they can understand?
- Q3: Are service users informed how to raise concerns, complaints, or compliments from the outset?
- Q4: Are multiple channels available for submitting complaints (e.g., verbal, written, online, advocate)?
- Q5: Are complaints and concerns recorded promptly and accurately in a central log?
- Q6: Are complaints acknowledged within the timescales stated in the policy?
- Q7: Is there a clear process for investigating complaints and keeping the complainant informed?
- Q8: Are outcomes of complaints communicated clearly and with sensitivity?
- Q9: Is there a documented process for learning from complaints and preventing recurrence?
- Q10: Are complaint trends analysed at regular intervals to identify patterns or areas for improvement?
- Q11: Are safeguarding concerns identified and escalated if raised within a complaint?
- Q12: Is staff conduct reviewed where complaints relate to individual workers, and appropriate action taken?
- Q13: Are compliments logged and shared with staff as part of performance recognition and morale?
- Q14: Are anonymous or informal concerns treated seriously and documented where appropriate?
- Q15: Is there a process for escalating unresolved complaints to senior management or external bodies?
- Q16: Is feedback from complaints used to update training, policies, or care delivery?
- Q17: Are service users asked if they are satisfied with how their complaint was handled?
- Q18: Are all complaints, concerns, and compliments reviewed during governance meetings?
- Q19: Are complaints data used to inform the Quality Improvement Plan (QIP)?
- Q20: Is information about the complaints process provided in accessible formats (e.g., easy read, different languages)?
- Q21: Are staff trained in how to handle complaints professionally, empathetically, and within policy?
- Q22: Are complainants protected from discrimination or negative treatment as a result of raising a concern?
- Q23: Is there oversight from the registered manager or senior leader for complaint resolution and trends?
- Q24: Are external complaint options (e.g., Ombudsman, CQC) clearly signposted in materials given to users?
- Q25: Is the complaints process reviewed annually and updated as needed based on audit or learning?
- Q26: Is positive feedback used to identify best practice or service features that can be replicated?
- Q27: Are frontline staff empowered to resolve minor concerns before they escalate into formal complaints?
- Q28: Is complaint data included in reports to board members, commissioners, or CQC as required?
- Q29: Are lessons learned from serious complaints or investigations shared sensitively with relevant teams?
- Q30: Are compliments reviewed for themes that support staff training, motivation, and service promotion?