Effective Complaints Management

How to ensure you're meeting Regulation 16 - receiving and acting on complaints.

Do you know what to do if you’re hit with a complaint?

Regulation 16 of the Health and Social Care Act covers receiving and acting on complaints.

As a care provider, you need an effective and accessible system for:

Identifying

Receiving

Handling

And responding to complaints.

Every complaint received must be investigated.

Top tips for dealing with complaints

Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation.

It is important to note that the CQC does not investigate complaints. However, they may request a written response under their enforcement powers for complaints of a serious nature.

#1
Establish a Transparent and Accessible Complaints Policy

#2
Encourage a Culture of Openness

#3
Document and Record Complaints Thoroughly

#4
Investigate Complaints Objectively and Timely

#5
Use Complaints as a Tool for Continuous Improvement

#6
Engage with the Complainant

Do you need support dealing with a complaint?

If you need support dealing with a compliant, we’re here to help you.

We can support you with an independent review of any complaint or leadership, guidance and training to support effective complaint management.

Get in touch.

Contact our team on 0330 133 3002 or email us customer-care@delphi.care today!

Using our expertise, our team can help you through the CQC registration process to ensure that all aspects of the paperwork and process is completed correctly.

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