Concerns and complaints: good

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 good in this area

People know how to give feedback about their experiences and can do so in a range of accessible ways, including how to raise any concerns or issues.

People who use the service, their family, friends and other carers feel confident that if they complain, they will be taken seriously and treated compassionately. They feel that their complaint or concern will be explored thoroughly and responded to in good time because the service deals with complaints in an open and transparent way, with no repercussions.

The service uses the learning from complaints and concerns as an opportunity for improvement. Staff can give examples of how they incorporated learning into daily practice.