Complaints, Concerns and Compliments Audit - Domiciliary Care

Q1 | Unanswered

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

Q2 | Unanswered

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

Q3 | Unanswered

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

Q4 | Unanswered

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

Q5 | Unanswered

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

Q6 | Unanswered

Are complaints acknowledged within the timescales stated in the policy?

Q7 | Unanswered

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

Q8 | Unanswered

Are outcomes of complaints communicated clearly and with sensitivity?

Q9 | Unanswered

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

Q10 | Unanswered

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

Q11 | Unanswered

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

Q12 | Unanswered

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

Q13 | Unanswered

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

Q14 | Unanswered

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

Q15 | Unanswered

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

Q16 | Unanswered

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

Q17 | Unanswered

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

Q18 | Unanswered

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

Q19 | Unanswered

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

Q20 | Unanswered

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

Q21 | Unanswered

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

Q22 | Unanswered

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

Q23 | Unanswered

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

Q24 | Unanswered

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

Q25 | Unanswered

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

Q26 | Unanswered

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

Q27 | Unanswered

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

Q28 | Unanswered

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

Q29 | Unanswered

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

Q30 | Unanswered

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