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CHW158-Gathering Feedback Policy

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Registration Number: {{org_field_registration_no}}

Gathering Feedback Policy

1. Purpose

This policy sets out how {{org_field_name}} systematically gathers, records, analyses, and acts upon feedback from people using our service, their families and representatives, staff, and external stakeholders. Gathering feedback is central to delivering high-quality, person-centred care and forms a critical component of our continuous improvement framework under the Regulation and Inspection of Social Care (Wales) Act 2016 and related regulations.

Care Inspectorate Wales (CIW) expects providers to promote a culture of listening and learning. This policy ensures that the voices of the individuals we support are heard, valued, and used to shape service delivery. It underpins our commitment to dignity, inclusion, and respect as defined in the Social Services and Well-being (Wales) Act 2014.

2. Scope

This policy applies to all staff at {{org_field_name}}, including care, domestic, administrative, and managerial staff. It also involves all residents, relatives, friends, advocates, volunteers, health professionals, contractors, and commissioners who interact with the service.

3. Related Policies

This policy should be read in conjunction with:

4. Policy Details

4.1 The Importance of Feedback in Regulated Services
Feedback is essential for identifying what we do well, where improvements are needed, and how we can better meet the needs and wishes of the people we support. CIW’s inspection methodology, including the use of SOFI2 (Short Observational Framework for Inspection), places a high emphasis on lived experience and individual well-being. Gathering meaningful feedback helps us to demonstrate compliance, track outcomes, and foster a responsive, learning culture.

4.2 Methods of Gathering Feedback
We use a variety of inclusive, accessible, and continuous methods to gather feedback:

a) Verbal Feedback
Residents are encouraged to share their views through regular conversations with staff, keyworkers, and the Registered Manager. These interactions are recorded in care notes or handover documentation, with emerging themes reported in team meetings.

b) Feedback Forms and Surveys
We distribute anonymous satisfaction surveys biannually to residents, families, and staff. These are designed in plain language and available in alternative formats (e.g. large print, bilingual/Welsh, translated versions). Responses are analysed for trends and form part of the Quality of Care Review (as per CIW guidance on continuous improvement).

c) Suggestion Boxes
Suggestion boxes are located in communal areas and clearly marked. These are checked weekly by management and reviewed at governance meetings.

d) Resident and Relative Meetings
We hold regular resident forums and family feedback sessions to encourage group discussion and identify service-wide issues. Notes and action plans are recorded and followed up.

e) Keyworker Reviews
Monthly keyworker reviews offer a structured opportunity to gather personal feedback. The outcome of these reviews is fed into care plan updates and quality assurance.

f) Staff Supervision and Exit Interviews
Supervision meetings are used to collect reflective feedback from staff about service delivery, team dynamics, and resident experience. Exit interviews are conducted with all leavers to gather insights and improve retention.

g) Digital Platforms
We maintain an open feedback channel on {{org_field_website}} and can accept input via email or telephone at {{org_field_email}} / {{org_field_phone_no}}.

4.3 Supporting Individuals to Share Their Voice
We are committed to ensuring that feedback can be given freely, without fear of judgement or repercussion.

We take steps to:

4.4 Recording and Responding to Feedback
All feedback, whether verbal or written, is documented and logged according to category: compliments, suggestions, general concerns, or complaints.

Positive feedback is shared with teams to promote morale and reinforce good practice. Constructive or negative feedback is reviewed as part of our quality assurance cycle and triggers appropriate responses, which may include:

Outcomes and learning are shared openly with stakeholders to demonstrate accountability.

4.5 Quality Assurance and CIW Requirements
Feedback informs the six-monthly Quality of Care Review and is reported on in accordance with CIW’s Quality of Care Review Guidance (April 2024). We ensure that:

This forms part of our broader quality improvement cycle and is used to evidence that the service is aligned with individual outcomes and values as expected under RISCA.

4.6 Raising Concerns or Complaints
Feedback that constitutes a complaint or safeguarding concern is managed under CHW14 (Complaints) and CHW13 (Safeguarding). People are informed of their right to escalate issues and how to do so internally or externally (e.g. to CIW, the local authority, or the Public Services Ombudsman for Wales).

Our Duty of Candour (CHW35) ensures transparency and openness when things go wrong, and our Whistleblowing Policy (CHW29) protects staff who raise concerns in good faith.

4.7 Encouraging a Culture of Openness
{{org_field_name}} promotes a ‘You Said, We Did’ culture to show how feedback leads to change. We publicise actions taken in response to feedback in newsletters, noticeboards, and digital communication.

Leaders and managers actively model a listening, respectful approach and encourage continuous dialogue. We challenge discriminatory or dismissive behaviours and make it clear that all voices matter.

5. Policy Review

This policy will be reviewed annually, or earlier if required due to:

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.

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