Complaints Audit - Domiciliary Care

Domiciliary care providers can use this Complaints Audit Checklist to review the complaints log, handling, and governance of home care service users. Audit bi-annually with monthly log reviews to track trends and improvements.

Download as free PDF

Library
Domiciliary Care (In-Home Care)
Complaints Audit - Domiciliary Care

Policy & Accessibility

Staff Competence & Culture

Recording & Documentation

Handling & Resolution

Learning & Improvement

Is this sample what you are looking for?
Sign up to use & customise this template, or create your own custom checklist:

Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

Easy inspection app for your digital checklists

Conduct inspections anytime, anywhere - even offline
Capture photos as proof of compliance or areas needing attention
Instantly generate and share detailed reports after the inspections
Assign & track follow-up tasks, view historical trends on a centralized dashboard

Complaints Audit - Domiciliary Care

Domiciliary care providers can use this Complaints Audit Checklist to review the complaints log, handling, and governance of home care service users. Audit bi-annually with monthly log reviews to track trends and improvements.

1. Is a current complaints and feedback policy in place and accessible to service users, families, and staff?

2. Is the policy reviewed and updated regularly, with evidence of updates?

3. Are service users and families informed about how to make a complaint or provide feedback?

4. Are procedures available in accessible formats and via multiple channels (in person, phone, email, online)?

5. Do service users know they have the right to complain and feel encouraged to do so?

1. Have staff read and acknowledged the complaints policy?

2. Are staff trained and confident in handling complaints?

3. Are training records, including refreshers, up to date?

4. Are staff supported in managing complaints, and does the service promote a culture of openness and speaking up without fear?

1. Are all complaints and feedback (positive and negative) logged accurately with relevant details and dates?

2. Are complaint investigations and outcomes documented clearly and professionally?

3. Are complaint records stored securely and handled in line with GDPR requirements?

1. Are complaints acknowledged promptly and within required timeframes?

2. Are complainants kept informed throughout, with updates and responses in their preferred method?

3. Are outcomes communicated respectfully, using clear and professional language?

4. Are corrective or follow-up actions recorded and evidenced, including where the complainant is not satisfied?

1. Are complaints analysed regularly to identify trends and patterns?

2. Are lessons learned used to improve care and services, with evidence of changes made?

3. Are summaries of complaints and feedback reported to senior management or the board?

4. Are best practices and learning from complaints shared with staff across the service?