Listening to and involving people

Quality statement

We expect providers, commissioners and system leaders live up to this statement:

We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.

What this quality statement means

• People know how to give feedback about their experiences of care and support including how to raise any concerns or issues and can do so in a range of accessible ways.
• People, their family, friends and other carers feel confident that if they complain, they will be taken seriously and treated compassionately.
• People feel that their complaint or concern will be explored thoroughly and they will receive a response in good time because complaints are dealt with in an open and transparent way, with no repercussions.
• People are kept informed about how their feedback was acted on. Where improvements are required as a result, people have the opportunity to be involved in shaping the solutions and measuring the impact.
• Learning from complaints and concerns is seen as an opportunity for improvement and staff can give examples of how they incorporated learning into daily practice.

I statements

I statements reflect what people have said matters to them.

• I have care and support that is co-ordinated, and everyone works well together and with me.
• I am in control of planning my care and support. If I need help with this, people who know and care about me are involved.
• I am encouraged and enabled to feedback about my care in ways that work for me and I know how it was acted on.

Subtopics this quality statement covers

• Involvement and coproduction
• Feedback and complaints
• Advocacy and support
• Carer support