{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Handling Clients’ Feedback Policy

{{org_field_name}}

1. Purpose

The purpose of this policy is to provide a transparent, effective, and client-centred framework for handling all forms of client feedback received by {{org_field_name}}. Feedback, whether positive, negative, or neutral, plays a vital role in improving the quality of service provision, maintaining client satisfaction, and ensuring compliance with The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Care Quality Commission (Registration) Regulations 2009, the Equality Act 2010, and the CQC Fundamental Standards. The agency is committed to actively encouraging client feedback and responding to it in a fair, timely, and constructive manner. This policy outlines how feedback will be managed, monitored, and used to drive service improvement.

2. Scope

This policy applies to:

• All client organisations, including care homes, nursing homes, supported living services, and NHS bodies using services provided by {{org_field_name}}
• All staff of {{org_field_name}}, including registered nurses, healthcare assistants (HCAs), senior carers, and office-based staff
• All types of feedback, including formal complaints, compliments, concerns, and general observations received through verbal, written, electronic, or anonymous channels

3. Related Policies

• Complaints Policy
• Incident and Accident Reporting Policy
• Supervision and Appraisal Policy
• Equality, Diversity and Inclusion Policy
• Whistleblowing Policy
• Communication and Record-Keeping Policy

4. Policy Statement

{{org_field_name}} actively promotes a culture of openness, transparency, and learning. The agency recognises that client feedback is essential in identifying good practice, areas for improvement, and service user needs. Feedback will be welcomed, acknowledged, recorded, and responded to promptly, and all staff are required to treat feedback seriously and professionally. The Director is responsible for overseeing the management of feedback and ensuring continuous service improvement based on client insights.

5. Responsibilities

Director
The Director will:

• Lead on the implementation, review, and monitoring of this policy
• Oversee the investigation and resolution of feedback
• Ensure that staff are trained and supported to handle feedback effectively
• Communicate feedback outcomes to clients and staff where appropriate
• Identify learning and improvement actions arising from feedback
• Maintain accurate records of all feedback received

All Staff
All staff must:

• Respond to client feedback courteously and professionally
• Report all feedback received to the Director or designated person
• Assist in investigations where required
• Reflect on feedback to improve their own practice
• Support a culture of continuous improvement

6. Types of Feedback

Feedback may be received as:

• Compliments: Positive feedback acknowledging good practice or excellent service
• Concerns: Informal expressions of dissatisfaction or issues raised by clients
• Complaints: Formal written or verbal expressions of dissatisfaction requiring investigation
• Suggestions: Proposals or recommendations for improving services
• General Comments: Observations shared by clients that may not fall into the categories above but provide valuable insights

7. Receiving Feedback

Feedback may be received:

• Directly during verbal communication with clients or service users
• In writing via email, letter, or feedback forms
• Through surveys, reviews, or formal evaluations
• Anonymously via feedback boxes or digital platforms
  All staff must ensure that feedback is acknowledged and referred promptly to the Director for recording and action.

8. Recording Feedback

The Director will ensure that:

• All feedback is recorded accurately in the agency’s feedback log
• Details recorded include the nature of the feedback, date received, source, actions taken, and outcome
• Records are stored securely and in compliance with The Data Protection Act 2018 and UK GDPR
• Confidentiality is maintained throughout the process

9. Responding to Feedback

Compliments will be shared with relevant staff and used to promote good practice.
Concerns and Suggestions will be acknowledged within 3 working days and responded to within 10 working days. Where issues require further investigation, clients will be kept informed of progress and given an expected resolution date.
Complaints will be handled in line with the Complaints Policy, ensuring that clients are informed of the process, timescales, and outcome.

10. Investigating Feedback

Where feedback indicates a concern, complaint, or risk to service quality or safety:

• The Director will appoint an appropriate person to investigate the issue
• Investigations will be thorough, impartial, and prioritise safeguarding and service user welfare
• Staff involved will be informed and given the opportunity to contribute
• Investigations will aim to establish facts, identify learning, and recommend improvements

11. Outcomes and Actions

Following investigation:

• Clients will be informed of findings and actions taken
• Improvements or corrective actions will be implemented promptly
• Staff will receive individual or team feedback where appropriate
• The Director will monitor the effectiveness of actions taken
• Learning will be shared internally to prevent recurrence

12. Monitoring and Continuous Improvement

The Director will:

• Analyse trends from feedback regularly to identify patterns
• Report findings to staff and include them in supervision, training, and quality improvement activities
• Use feedback to inform policy reviews and service development
• Encourage clients to provide ongoing feedback by promoting accessible and inclusive feedback mechanisms

13. Confidentiality and Data Protection

All feedback will be handled sensitively and in compliance with The Data Protection Act 2018 and UK GDPR. Identifiable information will only be shared on a need-to-know basis, and staff will be trained on confidentiality requirements.

14. Communication of the Feedback Process

{{org_field_name}} will:

• Make information about the feedback process available to all clients in accessible formats
• Include information on how to give feedback in contracts, client welcome packs, and on the agency’s website
• Provide clear guidance to staff on handling and escalating feedback
• Reassure clients that feedback will not result in disadvantage, retaliation, or reduced service quality

15. Director’s Oversight

The Director is responsible for:

• Ensuring that feedback is acted upon promptly and effectively
• Maintaining an open-door policy for clients and staff wishing to raise concerns
• Ensuring that the agency learns from feedback and demonstrates a commitment to continuous improvement
• Providing reports on feedback handling to commissioners or regulators if required

16. Policy Review

This policy will be reviewed annually by the Director or sooner if required due to legislative changes, feedback trends, or learning from incidents.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.