Complaints, Concerns and Compliments Audit - Domiciliary Care
Answered 0 / 30(0% complete)
Note: This is the "clipboard" version of the audit. Only allocate tasks to users once you are satisfied that the audit is complete and accurate. Once saved, it is added to your Compliance Calendar as the final version for that month, where you can allocate tasks, upload evidence, and manage actions.
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
Answers Overview
Questions
0/30 answeredQ1 | Unanswered
Is there a clear, accessible, and up-to-date complaints policy that meets CQC requirements?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ2 | Unanswered
Is the complaints policy shared with service users, families, and staff in a way they can understand?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ3 | Unanswered
Are service users informed how to raise concerns, complaints, or compliments from the outset?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ4 | Unanswered
Are multiple channels available for submitting complaints (e.g., verbal, written, online, advocate)?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ5 | Unanswered
Are complaints and concerns recorded promptly and accurately in a central log?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ6 | Unanswered
Are complaints acknowledged within the timescales stated in the policy?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ7 | Unanswered
Is there a clear process for investigating complaints and keeping the complainant informed?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ8 | Unanswered
Are outcomes of complaints communicated clearly and with sensitivity?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ9 | Unanswered
Is there a documented process for learning from complaints and preventing recurrence?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ10 | Unanswered
Are complaint trends analysed at regular intervals to identify patterns or areas for improvement?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ11 | Unanswered
Are safeguarding concerns identified and escalated if raised within a complaint?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ12 | Unanswered
Is staff conduct reviewed where complaints relate to individual workers, and appropriate action taken?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ13 | Unanswered
Are compliments logged and shared with staff as part of performance recognition and morale?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ14 | Unanswered
Are anonymous or informal concerns treated seriously and documented where appropriate?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ15 | Unanswered
Is there a process for escalating unresolved complaints to senior management or external bodies?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ16 | Unanswered
Is feedback from complaints used to update training, policies, or care delivery?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ17 | Unanswered
Are service users asked if they are satisfied with how their complaint was handled?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ18 | Unanswered
Are all complaints, concerns, and compliments reviewed during governance meetings?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ19 | Unanswered
Are complaints data used to inform the Quality Improvement Plan (QIP)?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ20 | Unanswered
Is information about the complaints process provided in accessible formats (e.g., easy read, different languages)?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCameraQ21 | Unanswered
Are staff trained in how to handle complaints professionally, empathetically, and within policy?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ22 | Unanswered
Are complainants protected from discrimination or negative treatment as a result of raising a concern?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ23 | Unanswered
Is there oversight from the registered manager or senior leader for complaint resolution and trends?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ24 | Unanswered
Are external complaint options (e.g., Ombudsman, CQC) clearly signposted in materials given to users?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ25 | Unanswered
Is the complaints process reviewed annually and updated as needed based on audit or learning?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ26 | Unanswered
Is positive feedback used to identify best practice or service features that can be replicated?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ27 | Unanswered
Are frontline staff empowered to resolve minor concerns before they escalate into formal complaints?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ28 | Unanswered
Is complaint data included in reports to board members, commissioners, or CQC as required?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ29 | Unanswered
Are lessons learned from serious complaints or investigations shared sensitively with relevant teams?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
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Image filesCameraQ30 | Unanswered
Are compliments reviewed for themes that support staff training, motivation, and service promotion?
Supporting NotesNo notes yet.Notes are stamped with your name, date and time.Photographic Evidence
Attach photos for any answer, including positive evidence.
Image filesCamera
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