Key Lines of Enquiry - Individual Questions

Concerns and complaints

No	Section	Practice Policy
111	How well do people who use the service know how to make a complaint or raise concerns and how comfortable do they feel doing so in their own way? How are people encouraged to make a complaint, and how confident are they to speak up?	View
112	How easy is it for people to use the complaints process or raise a concern? Are people treated compassionately and given help and support, by using accessible information or protection measures, if they need to make a complaint?	View
113	How effectively are complaints handled, including ensuring openness and transparency, confidentiality, regular updates for the complainant, a timely response and explanation of the outcome, and a formal record?	View
114	How are people who raise concerns or complaints protected from discrimination, harassment or disadvantage?	View
115	To what extent are concerns and complaints used as an opportunity to learn and drive continuous improvement?	View

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