E: support@e-carehub.co.uk



D309. Responding to the Experiences of People Who Use the Service Policy

Policy Statement

This policy, which can be adopted by a care home or domiciliary care service, sets out the values, principles and procedures underpinning {{org_field_name}}’s approach to communicating with people who use {{org_field_name}}, learning from their experiences and views about {{org_field_name}} and using their feedback to improve service quality.

It is in line with the Regulation 17: Good Governance of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which requires all care services to have quality assurance systems that include surveys of the views of people who use {{org_field_name}}.

It also reflects the quality statements that the CQC is introducing instead of the KLOE, particularly under “Responsive”:

Listening to and involving people

“We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.”

{{org_field_name}} also recognises the importance that the CQC is placing in its assessments on people’s experiences of their care and treatment and their reporting on it, this being a key evidence category in its new inspection approach.

{{org_field_name}} recognises that its services can be enhanced by listening attentively to what people who use {{org_field_name}} have to communicate about the quality of the care and support they receive and by acting on that information. To this end, we have a variety of arrangements for individual feedback to which we pay diligent attention in line with the relevant regulations and best practice guidance.

Listening to People Who Use {{org_field_name}}

We will take every possible opportunity to enable people who use {{org_field_name}} to express views about the care and support we provide and will act on the comments we receive to improve {{org_field_name}}, in particular by:

Feedback from people who use {{org_field_name}}s’ friends, relatives and other representatives

We value feedback from people who use {{org_field_name}}s’ friends, relatives and other representatives as providing an important route to understanding the views of individuals themselves. This is done through continuous checking with the people who use {{org_field_name}}, and others who are involved in their care, and the use of regular satisfaction surveys. In particular, we will:

Everyone involved in {{org_field_name}} is encouraged to communicate their thoughts about {{org_field_name}} in whatever way they can or choose — face to face, telephone, letter, or email.

{{org_field_name}} will also ensure that anyone with communication difficulties resulting from sensory loss or other disabilities and impairments have the facilities and means to give their views like anyone else in line with our commitment to equality and achieving the Accessible Information Standard.

Formal gathering of feedback

We will take specific steps to gather the views of people who use {{org_field_name}}, and others who represent their view, by:

Concerns and complaints

We will use formal complaints and investigations to gather information about the quality of {{org_field_name}}, in particular by:

We will pay particular attention to any views on the quality of care expressed by people who use {{org_field_name}} that are communicated to the CQC.

Adverse events or incidents

We aim to learn from adverse events, incidents, errors and near misses, in particular by:

Duty of candour

In the event of any adverse event or situation in which people who use {{org_field_name}} have suffered moderate or severe harm as a result of mistakes we have made and about which we have notified the CQC, {{org_field_name}} must comply with its duty of candour.

We will exercise our duty of candour by:

Compliments and suggestions

We welcome compliments and suggestions from people who use {{org_field_name}}, their families and friends and other stakeholders of {{org_field_name}}. Compliments may communicate deep satisfaction and gratitude for a specific contribution or service or relate to specific aspects of the work or to individual staff. Such comments are often made to care workers, but in some cases, such as following the death of a loved one, people may not feel able to speak directly to the care workers. The manager will ensure that such messages are passed on to those involved since this is a powerful way of confirming good practice and boosting staff morale.

We have a compliments and suggestions book/box/facility on our website where individuals may write or send comments and ideas about improvements to be made to {{org_field_name}}.

Reports from the CQC and External Bodies

We pay particular attention to any views on the quality of care expressed by people who use {{org_field_name}} that are communicated to the Care Inspectorate and from other agencies involved with {{org_field_name}}.


All staff are trained to be responsive to the experiences and views of the people using {{org_field_name}}.

Staff involved in quality assurance procedures are expected to have specialised training to carry out their roles as part of their ongoing training. This could form part of their qualification programmes and corresponding management training.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

Reviewed on: {{last_update_date}}

Next review date: this policy is reviewed annually (every 12 months). When needed, this policy is also updated in response to changes in legislation, regulation, best practices, or organisational changes.

Copyright ©2024 {{org_field_name}}. All rights reserved

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