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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 establish a clear, transparent, and person-centred approach to gathering, analysing, and responding to feedback from service users, families, staff, and external stakeholders. Feedback is a vital part of quality assurance and continuous improvement within {{org_field_name}}, ensuring that the service remains responsive to individual needs and reflects the principles of person-centred care outlined in Regulation 9.

By collecting feedback, {{org_field_name}} can identify strengths, address concerns, and implement changes that enhance service delivery while promoting the well-being, dignity, and rights of those we support, in line with the Care Act 2014.

2. Scope

This policy applies to all individuals who engage with {{org_field_name}}, including:

• Service users and their families.
• Staff members at all levels.
• External professionals, commissioners, and stakeholders.

It covers all feedback channels, including verbal comments, written suggestions, complaints, satisfaction surveys, and compliments. It also applies to feedback received through digital platforms, third-party reviews, and CQC inspections.

3. Policy Statement

{{org_field_name}} is committed to creating a culture where feedback is welcomed, valued, and used constructively. We believe that feedback, both positive and negative, is essential for service development and that all individuals should feel safe, respected, and encouraged to share their views without fear of repercussion.

We ensure that:

• Feedback channels are accessible and inclusive for all service users, including those with communication difficulties.
• Feedback is reviewed regularly, and appropriate actions are taken promptly.
• The outcomes of feedback are communicated transparently to service users, families, and staff.
• Feedback is used to inform training, policy updates, and service improvements.

4. Implementation and Responsibilities

4.1 Leadership and Accountability

The Registered Manager and senior leadership team are responsible for overseeing the feedback process, ensuring it is embedded within the organisation’s quality assurance framework. This includes:

• Monitoring feedback trends and identifying areas for improvement.
• Ensuring all staff understand their role in encouraging and recording feedback.
• Responding promptly to feedback and ensuring appropriate action is taken.

The Registered Manager ensures compliance with CQC’s Good Governance requirements under Regulation 17, maintaining accurate records of all feedback and actions taken.

4.2 Staff Responsibilities

All staff members play a crucial role in gathering feedback by:

• Creating an open, non-judgmental environment where service users feel comfortable sharing their views.
• Informing service users and families about available feedback channels during initial assessments, care reviews, and regular check-ins.
• Recording feedback accurately, whether received verbally, in writing, or digitally.
• Escalating any serious concerns or complaints immediately to senior staff, following the Complaints Policy.

Staff are trained to recognise that feedback is not limited to formal complaints but includes everyday comments, suggestions, and compliments that can shape service improvement.

4.3 Service User and Family Engagement

{{org_field_name}} ensures that service users and their families can provide feedback easily and confidently by:

• Discussing feedback opportunities during the care planning process.
• Providing feedback forms, suggestion boxes, and digital platforms for anonymous comments.
• Encouraging regular one-to-one discussions with key workers and care coordinators.
• Offering easy-read formats, translations, and communication aids for those with disabilities or language barriers, ensuring compliance with the Equality Act 2010 and CQC’s Dignity and Respect Regulation.

Service users are reassured that their feedback will not affect the quality of care they receive and will be handled confidentially.

5. Gathering Feedback Efficiently

To ensure feedback is gathered efficiently and used effectively, {{org_field_name}} implements the following practices:

1. Multiple Feedback Channels:
   Service users, families, and stakeholders can provide feedback through:
   • Regular care reviews and key worker meetings.
   • Anonymous suggestion boxes in communal areas.
   • Annual satisfaction surveys distributed in accessible formats.
   • Digital platforms, including email and website forms.
   • Face-to-face conversations during routine visits.
   • External platforms, such as CQC reviews and Healthwatch feedback portals.
2. Feedback During Transitions:
   Feedback is actively sought during key service transitions, such as the start of care, changes in care plans, and when a service user leaves the service. This ensures that feedback reflects the full service experience.
3. Inclusive Approaches:
   Reasonable adjustments are made for service users with cognitive impairments, sensory disabilities, or communication challenges. Staff are trained to use alternative communication methods, such as Makaton, picture boards, and speech-to-text apps.
4. Confidentiality and Consent:
   Feedback is handled confidentially, with explicit consent obtained before sharing any comments beyond the immediate care team. Anonymous feedback options are always available.
5. Prompt Acknowledgement and Action:
   Feedback is acknowledged within two working days and reviewed by the Registered Manager. Where issues are identified, action plans are developed, implemented, and monitored for effectiveness.

6. Analysing and Responding to Feedback

All feedback collected is analysed to identify trends, strengths, and areas for improvement. This process includes:

• Monthly Review Meetings: Senior staff review all feedback, categorising it into themes such as care quality, staff conduct, communication, and facilities.
• Risk Assessment: Any feedback indicating potential harm or safeguarding concerns is escalated immediately, following the Safeguarding Policy.
• Learning from Feedback: Positive feedback is shared with staff during team meetings to reinforce good practices. Constructive feedback is used to inform staff training, supervision, and policy reviews.
• Service Improvement: Feedback insights are incorporated into the organisation’s continuous improvement plan, ensuring alignment with CQC’s Safe Care and Treatment Regulation.

Service users and families who provide feedback are informed of the outcomes, ensuring they see how their input has influenced service delivery.

7. Safeguarding and Escalation

If feedback reveals safeguarding concerns, staff must escalate the matter immediately, following the Safeguarding Adults from Abuse and Improper Treatment Policy. This includes:

• Reporting concerns to the Designated Safeguarding Lead.
• Conducting a thorough investigation, ensuring the service user’s safety throughout.
• Liaising with external authorities, including the local safeguarding board, if necessary.

Here are a few channels that can be used to escalate safeguarding matters:

1) Verbally to the Registered Manager or Safeguarding Lead

2) Inform the Registered Manager by email: {{org_field_registered_manager_email}}

3) Call the office and inform the Registered Manager or Safeguarding Lead: {{org_field_phone_no}}

4) Out of hours phone number: {{out_of_hours}}

5) Online via our website: {{org_field_website}}

8. Staff Training and Awareness

All staff receive regular training on the importance of feedback, including how to:

• Encourage open, honest communication with service users.
• Handle feedback sensitively and confidentially.
• Recognise and respond to complaints effectively.
• Use feedback to promote continuous improvement.

Training sessions are reviewed annually to incorporate updates from CQC guidance and best practices.

9. Communication and Transparency

{{org_field_name}} ensures that feedback processes are transparent and well-communicated by:

• Displaying information about feedback channels in communal areas.
• Including feedback forms in service user welcome packs.
• Providing regular updates on how feedback has influenced service improvements.
• Sharing key findings from feedback through newsletters, care reviews, and website updates.

10. Monitoring and Continuous Improvement

The effectiveness of the Gathering Feedback Policy is monitored through:

• Regular audits of feedback records and response times.
• Analysis of complaint trends and resolution rates.
• Annual service user and family satisfaction surveys.
• CQC inspection feedback and recommendations.

Findings from these audits are discussed during senior leadership meetings and inform the organisation’s quality improvement plan.

11. Related Policies

This policy works alongside the following policies:

• Good Governance Policy.
• Receiving and Acting on Complaints Policy.
• Safeguarding Adults from Abuse and Improper Treatment Policy.
• Equality, Diversity, and Inclusion Policy.
• Duty of Candour Policy.
• Communication and Engagement with Service Users and Families Policy.

12. Policy Review

This policy will be reviewed annually or earlier if there are changes to CQC regulations, NHS guidance, or internal service requirements. The Registered Manager is responsible for ensuring the policy remains current and effective.

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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.