New Guide to help with complaints and feedback

The Local Government and Social Care Ombudsman and Healthwatch England launched a new guide to help care providers see best practice in receiving and dealing with comments, complaints and feedback about their services. The new single complaints statement sets out what service users, their families and representatives can expect when making a complaint or leaving feedback.

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. Care providers are being encouraged to adopt the new statement and share it with users of their services. It can be downloaded here: