We want to make it as easy as possible for you to let us know your views and thoughts. Through listening and learning, we will improve the quality of the services we provide and encourage good practice by our staff.

We want to make sure that everyone can contact and communicate with us. Please let us know if you would like help in making your views known.

We always encourage open communication about your satisfaction or dissatisfaction with the service we provide. We want you to know that you can always tell us about your experiences of the service you receive, and we welcome suggestions from you on how we can improve things.
It is always encouraging when you feel motivated enough to compliment us or a member of staff for something you feel they have done well, over and above the call of duty, etc. Naturally, we want to ensure others know you have passed on a compliment because they too feel encouraged, and this filters down to the standard of care we provide.
We are happy to receive any compliment in whatever manner you see fit. If it is possible to let the registered manager know of your compliment, this helps us ensure that others may be encouraged to let us know. Staff must have positive feedback that helps to balance any negative views of their performance. Everyone needs to know how well they do, as well as areas where improvements are required.

Of course, if you are pleased, a letter to the regional director of our inspectorate is very welcome. The details for such a letter are:
The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161
Fax: 03000 616171
Good news is always encouraging. If you could send us a copy of any letter to the CQC, we can use it to encourage others by passing the information on.
Wherever possible, we would hope that you can come and tell us when you are unhappy about something or have a suggestion for an improvement to the service we provide. It may only seem like a small thing but, if it matters to you, it matters to us, and we would like to do all we can to make you feel as comfortable as possible.
All comments are taken seriously so that we can resolve any niggles. Where you feel this has not happened, we encourage you to utilise our separate complaints procedure.

Complaints
Duty of Candour

Acting on compliments, feedback and complaints about adult social care – a good practice guide for adult social care practitioners:
https://www.lgo.org.uk/assets/attach/4355/Single%20comms2%20-%20v2.pdf

All staff, during induction, are made aware of the organisation’s policies and procedures, all of which are used for training updates. All policies and procedures are reviewed and amended where necessary, and staff are made aware of any changes. Observations are undertaken to check skills and competencies. Various methods of training are used, including one to one, online, workbook, group meetings, and individual supervisions. External courses are sourced as required.

Date Reviewed: May 2021
Person responsible for updating this policy: Carly Fortune
Next Review Date: May 2022