Concerns and complaints: outstanding

R4. How are people's concerns and complaints listened and responded to and used to improve the quality of care?

Characteristics of services we would rate as outstanding in this area

People who use the service and others are involved in regular reviews of how the service manages and responds to complaints. The service can demonstrate where improvements have been made as a result of learning from reviews and that learning is shared with other services.

Investigations are comprehensive and the service uses innovative ways of looking into concerns, including using external people and professionals to make sure there is an independent and objective approach.