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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Gathering Feedback Policy

1. Purpose

The purpose of this policy is to outline how {{org_field_name}} actively and systematically gathers, evaluates, and responds to feedback from the people we support, their families, staff, professionals, and other stakeholders. Gathering feedback is essential to driving continuous improvement, promoting transparency, and ensuring that the care we provide is person-centred, safe, and responsive. This policy demonstrates our commitment to listening, learning, and improving services in line with CQC Regulation 17 (Good Governance) and Regulation 16 (Receiving and Acting on Complaints), as well as the broader principles of person-centred care and the Care Act 2014.

2. Scope

This policy applies to all individuals involved in or impacted by the delivery of services by {{org_field_name}}. This includes people we support, family members or advocates, staff, volunteers, agency workers, visiting professionals, and commissioners. All team members, including the Registered Manager and senior leaders, have a role in encouraging, collecting, and responding to feedback as part of their daily responsibilities. Feedback may relate to the quality of care, communication, staff behaviour, service responsiveness, or general satisfaction with the support being provided.

3. Related Policies

• CH04 – Good Governance Policy
• CH07 – Person-Centred Care Policy
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CH14 – Receiving and Acting on Complaints Policy
• CH27 – Staff Supervision, Training, and Development Policy
• CH42 – Communication and Engagement with Service Users and Families Policy
• CH35 – Duty of Candour Policy

4. Types of Feedback Collected

{{org_field_name}} collects both formal and informal feedback through a variety of methods to ensure that all voices are heard. These include:

• Verbal comments during visits or reviews
• Written compliments or concerns
• Satisfaction surveys (quarterly and annual)
• Care plan reviews
• Family and friends questionnaires
• Staff feedback sessions and team meetings
• Exit interviews when staff or people we support leave the service
• Complaints and suggestions logged under CH14
• Digital feedback via email or secure online platforms
  Feedback may be positive, constructive, or critical. All forms are equally valued and reviewed to identify themes, risks, and areas for learning.

5. Encouraging an Open Feedback Culture

We foster a culture where giving and receiving feedback is seen as an opportunity to grow and improve. To support this:

• All staff are trained to ask for and receive feedback respectfully and without defensiveness
• The people we support and their families are informed regularly that their opinions are welcomed and valuable
• Feedback opportunities are embedded into care reviews and supervision sessions
• We actively seek input from people who may find it difficult to express themselves through alternative communication tools, advocates, or translation services
• No one will be discriminated against or penalised for raising a concern or sharing feedback

6. Accessible Feedback Channels

{{org_field_name}} ensures that feedback methods are accessible to all by:

• Providing paper and digital surveys in clear, simple formats
• Offering feedback in alternative languages or formats when required
• Promoting verbal feedback during care visits and assessments
• Displaying clear signage and communication about how to give feedback
• Ensuring all staff can explain how to raise a concern or submit a compliment
• Offering anonymous feedback opportunities through secure suggestion boxes or digital portals

7. Responding to Feedback

Feedback is logged, acknowledged, and reviewed within 48 hours. Depending on the nature of the feedback, the following actions may be taken:

• Immediate action if safety or safeguarding concerns are raised
• Escalation to the Registered Manager or Safeguarding Lead for investigation
• Discussion in team meetings to inform practice improvements
• Follow-up communication with the person who gave the feedback to inform them of actions taken
• Recording lessons learned and updating care plans, risk assessments, or policies accordingly
  Complaints are processed according to CH14 – Receiving and Acting on Complaints Policy, and our commitment to Regulation 16.

8. Using Feedback to Improve Services

All feedback is used as a tool for continuous improvement. Themes and trends are analysed quarterly and shared through:

• Quality and governance audits
• Registered Manager reports
• Staff meetings and supervision
• Service improvement plans
  Where recurring issues are identified, a Quality Improvement Plan is developed with SMART objectives, lead responsibility, and timelines. Actions may include additional training, reviewing procedures, or engaging external consultants where needed. Positive feedback is also celebrated and used to recognise and motivate staff.

9. Feedback from Staff

Staff are encouraged to provide feedback through team meetings, supervision, appraisals, anonymous surveys, and the whistleblowing policy (CH29). Staff input is essential to service development, policy reviews, and ensuring the workplace culture supports wellbeing and inclusion. Managers lead by example in valuing employee voice and acting on staff suggestions wherever possible.

10. Feedback from External Stakeholders

Feedback is welcomed from external professionals, commissioners, regulators, and advocates. This is gathered through contract monitoring visits, inspections, partnership meetings, and written communication. We maintain open and transparent dialogue with stakeholders and use their input to refine our practice and align with sector standards.

11. Duty of Candour and Transparent Practice

In line with CH35 – Duty of Candour Policy and Regulation 20, we ensure that people are informed honestly and compassionately when things go wrong. We proactively use feedback to apologise when appropriate, investigate incidents, and prevent recurrence. Our commitment to candour builds trust and reinforces a positive feedback culture.

12. Efficient Feedback Management at {{org_field_name}}

We manage feedback efficiently through:

• A designated Feedback Lead responsible for reviewing and reporting feedback
• Secure digital systems for logging and analysing responses
• Timely and clear communication with individuals who provide feedback
• Internal feedback dashboards reviewed by the management team monthly
• Integration of feedback outcomes into policy reviews, audits, and CQC evidence folders
  This systematic approach ensures that feedback is not only collected but meaningfully used to enhance care outcomes.

13. Policy Review

This policy will be reviewed annually or sooner in response to regulatory changes, significant incidents, or stakeholder recommendations.

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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.