Best Practice: Comments, Complaints and Feedback
< September 2018

Best Practice: Comments, Complaints and Feedback

Adult social care guides have been launched to help providers deal with complaints better.

Councils and care providers are being encouraged to adopt a new statement which sets out best practice in receiving and dealing with comments, complaints and feedback about their services.

Launched by the Local Government and Social Care Ombudsman and Healthwatch England, the new single complaints statement helps adult social care providers set out what service users, their families and representatives can expect when making a complaint.

Born out of the Quality Matters initiative, which aims to improve the quality and consistency of adult social care provision across the country, the statement offers a simple bulleted guide for each stage of the complaints process.

The Government recognised the value of the new single complaints statement in supporting a more consistent understanding of handling of complaints as part of its recent response to the CMA market study on care homes

Launched alongside the complaints statement is a second document created for service users to help them better understand the complaints process. An accessible 'EasyRead' version is also available.

You can find more details, along with the statements, on the LGO’s website here.

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