Complaints made about care providers in England have risen by nearly 21 % in the last two years. According to the Care Quality Commission (CQC) in 2020/21, there were 15,771 complaints, while in 2021/22 the CQC received 19,029 complaints.
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16, Receiving and acting on complaints makes it very clear what providers must do. To meet this regulation, the provider must have an effective and accessible system for identifying, receiving, handling and responding to complaints from people using the service, people acting on their behalf or other stakeholders.
QCS have created this complaints audit to help registered managers and quality assurance managers to conduct a thorough examination into complaints and auditing service complaints from a user-led perspective. To support the audit processes, we have provided sources of evidence to look for and to support any action planning that may be required.
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