There will be times when service users, their families or carers, team members and others are dissatisfied with aspects of the care and services provided. This policy supports you to be committed to dealing with any issues that may arise as quickly and effectively as possible.

The potential effects on service users, relatives and team members when things go wrong, can be devastating. Duty of candour, implemented under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 20, outlines the principles that team members should use when communicating with service users, relatives and/or carers following an incident where harm has occurred, or where there is a risk or possibility that the incident could lead to or result in harm. It underpins a culture of openness, honesty and transparency, and is a duty on the organisation as a whole, as well as individual team members working within the organisation. (For more information on duty of candour, see the separate Duty of Candour Policy).

By making sure that concerns and complaints are dealt with in a timely manner the risk of escalation is minimised and the opportunity of finding a satisfactory resolution to the problem is maximised.

At the same time, compliments are an important means of identifying areas of good practice, and companies should seek to ensure that feedback on good practice is shared with employees to motivate and encourage team members and ensure standards of care are improved wherever possible.