Concerns and complaints: inadequate

R2. How are people's concerns and complaints listened and responded to and used to improve the quality of care?

Characteristics of services we would rate as inadequate in this area

People are not invited to express their views about their care and support. Complaints and concerns cannot be made in accessible ways.

Complaints are not dealt with in an open, transparent, timely and objective way. The service's response to complaints suggests a defensive attitude.

There is a track record of people suffering discrimination, detriment or harassment if they complain.