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Compliments, feedback and complaints about adult social care


As part of the Quality Matters initiative, Healthwatch England recently developed a toolkit for care services and councils to work with local Healthwatch to improve the way complaints are handled at a local level.

This has resulted in the publication of a Single Complaints Statement. Developed with the Local Government and Social Care Ombudsman, and supported by representatives right across the sector, this provides a one-stop shop for the public and social care professionals to understand and have clarity on how to make and respond to complaints

This statement makes clear what people should expect when making a complaint, and signposts people to the correct organisations and individuals with who they should raise their complaint. 

It provides an authoritative overview of everyone’s rights when it comes to making a complaint, ensuring that people’s voices are heard and respected when they have a concern about a social care service. 

As well as a statement for the public, explaining their rights, there is also a statement for social care professionals, to make clear what their responsibilities are when handling a complaint.