Complaints, Concerns and Compliments Audit - Domiciliary Care

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