Complaints & Compliments Audit - Domiciliary Care

Complaints & Feedback Audit Checklist for homecare providers. Review complaints, compliments and suggestions, strengthen governance, and monitor trends and improvements. Audit bi-annually with monthly log reviews.

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Complaints & Compliments Audit - Domiciliary Care



Policy & Accessibility

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


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


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3. Are service users and families fully informed on how to make a complaint, give a compliment, or make a suggestion?


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


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5. Do service users understand their right to raise concerns and feel encouraged to do so without fear of negative consequences?


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Staff Competence & Culture

1. Have all staff read and formally acknowledged the Complaints & Feedback Policy?


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2. Are staff trained and confident in handling complaints, compliments, and suggestions appropriately?


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3. Are training records, including mandatory refresher sessions, documented and up to date?


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4. Does the service actively promote a culture of openness where feedback is welcomed and managed professionally?


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5. Do staff demonstrate an understanding of how both positive and negative feedback improve care quality?


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Recording & Documentation

1. Is all feedback (complaints, compliments, concerns, and suggestions) logged accurately with dates and details?


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2. Do records clearly distinguish between the different types of feedback received?


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3. Are investigations and outcomes for complaints and significant suggestions documented professionally?


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4. Are all records stored securely and managed in strict accordance with GDPR requirements?


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Handling & Resolution

1. Are complaints acknowledged promptly and strictly within the required regulatory timeframes?


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2. Are individuals kept informed throughout the process via their preferred method of communication?


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


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4. Are corrective actions evidenced, even in cases where the complainant remains unsatisfied?


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5. Where suggestions cannot be implemented, are individuals informed of the specific reasons for the decision?


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Compliments & Positive Practice

1. Are compliments acknowledged and shared with the specific staff members involved?


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2. Are service users proactively encouraged and supported to provide positive feedback through accessible channels?


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3. Are themes from positive feedback reviewed to reinforce and replicate good practice across the team?


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4. Is formal consent obtained and documented before using any compliments for promotional purposes?


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5. Is positive feedback used as a formal tool to recognize good practice and maintain high care standards?


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Learning, Trends & Governance

1. Are all forms of feedback analysed regularly to identify specific trends and recurring patterns?


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2. Are themes reviewed to identify systemic risks, areas of excellence, and opportunities for improvement?


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3. Is there clear evidence that lessons learned from feedback are used to directly improve care services?


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4. Are summaries of feedback trends and resulting actions reported to senior management or governance meetings?


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5. Are outcomes and learning points shared with the wider staff team to support continuous improvement?


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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.

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