Here you will find all the articles, Toolkit items and Q&As relating to Complaints and complements.
Scroll down to see the articles, supporting Toolkit documents and Q&As in this section. You will find the most recent ones listed at the top.
Articles
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Free article: Complaints matter
Martin Hodgson looks at the CQC’s recent report on handling complaints.
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Complaints part 2 - What makes an effective complaint investigation?
In the second part of a two-part article, Sheila Reynolds looks at how to undertake an investigation into complaints and what factors should be taken into account.
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Complaints and culture: threat or opportunity?
Sheila Reynolds discusses the importance of complaints in developing an open culture and the learning that complaints can bring to an organisation.
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Complaints, comments and compliments
Is the care sector getting the best out of clients' comments? Richard Slimm discusses complaints procedures and the importance of monitoring feedback.
Toolkit
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Spreadsheet - Feedback (complaints and compliments) analysis (all providers)
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