DCW158-Gathering Feedback Policy

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Gathering Feedback Policy

1. Purpose

The purpose of this policy is to outline the structured approach our domiciliary care service takes to gather, analyse, and act on feedback from service users, families, staff, and external stakeholders. Feedback is an essential tool for continuous improvement, quality assurance, and regulatory compliance, ensuring that our service meets the expectations of Care Inspectorate Wales (CIW) and adheres to the Regulation and Inspection of Social Care (Wales) Act 2016.

Our organisation recognises that gathering feedback in an open, transparent, and systematic way enhances the quality, safety, and responsiveness of care services. Feedback allows us to:

Monitor service user satisfaction and experience.
Identify areas for improvement and implement necessary changes.
Encourage staff development through constructive feedback.
Meet regulatory requirements and provide evidence of service effectiveness.

2. Scope

This policy applies to:

All service users and their families, ensuring their voices are heard in shaping the care they receive.
All employees, including care workers, supervisors, and managers, allowing for continuous professional development.
External stakeholders, including healthcare professionals, commissioners, and community partners.
Care Inspectorate Wales (CIW) and local authorities, ensuring regulatory compliance.

It covers:

Methods of collecting feedback.
How feedback is recorded, reviewed, and acted upon.
Ensuring anonymity, confidentiality, and fairness in feedback collection.
Reporting mechanisms and ongoing improvement strategies.

3. Methods of Gathering Feedback

We use a variety of methods to collect feedback, ensuring inclusivity and accessibility for all stakeholders.

3.1 Service User and Family Feedback

We encourage open communication with service users and their families through:

Regular satisfaction surveys (conducted every 6 months).
One-to-one reviews and home visits with service users.
Family and advocate consultations during care plan reviews.
Anonymous suggestion boxes available for feedback.
Digital feedback options, including online forms and email submissions.

To ensure accessibility, feedback methods are tailored to the service user’s needs, including:

Easy-read formats and large print surveys.
Telephone feedback for those unable to complete written forms.
Face-to-face meetings for service users with communication difficulties.
Translation services or advocates for non-English speakers.

3.2 Staff Feedback and Engagement

To maintain a positive and responsive workplace, we actively collect staff feedback through:

Annual staff surveys assessing job satisfaction and workplace culture.
Regular team meetings and supervision sessions.
Exit interviews for staff leaving the organisation.
Open-door policy, allowing staff to raise concerns with management.
Whistleblowing (Speaking Up) Policy (DCW29), ensuring staff can report concerns confidentially.

3.3 External Stakeholder Feedback

We collaborate with external professionals, including:

GPs, district nurses, and allied health professionals who provide direct care input.
Commissioners and social workers who monitor care quality.
Community organisations and advocacy groups.

Feedback from external stakeholders is gathered through:

Multi-agency meetings and forums.
Annual quality assurance reports.
Inspection reports and audits from CIW.

3.4 Complaints and Compliments as Feedback

All formal complaints and compliments are recorded and reviewed as part of our quality improvement strategy.
Compliments are shared with staff to promote good practice.
Complaints are investigated promptly, with findings used to improve services.

4. Recording and Reviewing Feedback

All feedback collected is systematically recorded and reviewed to ensure action is taken.

4.1 Feedback Documentation and Confidentiality

Feedback is stored securely in accordance with GDPR and the Confidentiality and Data Protection Policy (DCW34).
Anonymity is maintained when necessary to protect the identity of individuals providing feedback.
A feedback register is maintained, categorising feedback into themes (e.g., quality of care, communication, staff professionalism, safety concerns).

4.2 Regular Feedback Analysis and Action Planning

Monthly management reviews of feedback data to identify trends.
Quarterly quality meetings to discuss key themes and improvement areas.
Annual Quality of Care Review, incorporating feedback findings into strategic planning.
Reports are shared with Care Inspectorate Wales (CIW) as part of regulatory compliance.

5. Acting on Feedback for Continuous Improvement

We ensure that feedback leads to tangible service improvements, including:

Staff training enhancements, based on feedback about care delivery.
Policy updates, where feedback highlights necessary procedural changes.
Environmental or operational changes, such as adapting care routines to better meet service user needs.
New initiatives, such as introducing additional activities or services in response to user requests.

Where negative feedback is received, we ensure that:

Concerns are investigated promptly, with clear communication of actions taken.
Feedback leads to clear, documented changes in practice.
Follow-up occurs to ensure improvements have had a positive impact.

6. Ensuring Fairness, Anonymity, and Confidentiality

To create a safe and open feedback culture, we ensure that:

Feedback is collected without fear of negative consequences for service users, families, or staff.
Confidentiality is maintained unless safeguarding concerns require disclosure.
All individuals feel valued and heard, regardless of their feedback.

If feedback relates to safeguarding concerns, our Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13) will be followed, and concerns will be escalated appropriately.

7. Reporting and Compliance with CIW Standards

To demonstrate compliance with Care Inspectorate Wales (CIW) expectations, we:

Provide feedback reports as part of our regulatory inspections.
Maintain an ongoing Quality of Care Review, incorporating feedback data.
Ensure all feedback contributes to strategic service improvements.

8. Staff Training and Responsibilities

All staff must:

Undergo training on effective communication and feedback handling.
Encourage service users to share feedback openly and honestly.
Ensure all feedback is recorded and reported accurately.
Respond to concerns with empathy and professionalism.

Failure to adhere to this policy may result in disciplinary action, as outlined in the Disciplinary and Grievance Policy (DCW31).

9. Related Policies

This policy should be read alongside:

Complaints and Compliments Policy (DCW33).
Whistleblowing (Speaking Up) Policy (DCW29).
Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).
Confidentiality and Data Protection (GDPR) Policy (DCW34).
Quality Assurance and Continuous Improvement Policy (DCW35).

10. Policy Review

This policy will be reviewed annually or sooner if required due to regulatory changes, CIW inspections, or organisational improvements. The Registered Manager is responsible for ensuring compliance.

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}}
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