Informal user feedback
Informal and insufficient processes for providing feedback to service users, leading to a lack of clarity and accountability.
203 items
9 sources
5 inquiries
Strongest theme matches
Mixed across source types and ranked by classifier confidence plus text match strength.
PFD report
69match
Dennis Oldland
Care workers prematurely leaving visits based solely on task completion and apparent contentment risks overlooking potential welfare concerns due to insufficient interaction time with vulnerable service users.
Matched on
terms: user
PFD report
65match
Simon Barber
Inadequate risk assessments by First Class Care and staff's lack of awareness regarding the importance of reporting safety incidents posed a risk to service users.
Matched on
terms: user
PFD report
61match
Lorraine Youngs
A vulnerable service user's agreed care package was not implemented or followed up, as there was no system in place to track the progress of care package implementation.
Matched on
terms: user
PFD report
61match
Thomas Godderidge
Inadequate liaison between Adult Social Care and care providers regarding service-users' fluctuating capacity risks missed care opportunities for vulnerable individuals.
Matched on
terms: user
PFD report
57match
Dorota Kijowska
The outcome of a critical review meeting was not formally signed off by attendees nor clearly communicated to the patient, leading to a lack of clarity.
Matched on
classifier match
CQC action
57match
Prospects for People with Learning Disabilities - 3 Norwich Road
It is good practice to seek regular feedback from people who use the service and any other people involved in the service, such as, relatives, friends and professionals. This gives the provider information about what the service does well and what could be done better. The provider could then take steps to address any issues that arose as...
Matched on
terms: feedback
CQC action
55match
Nanny Care Services Ltd
The registered person must establish an effective system to enable them to ensure compliance with their legal obligations and the regulations. The registered person must assess, monitor and mitigate the risks relating to the health, safety and welfare of service users. The registered person must seek and act on feedback from relevant persons and other persons on the...
Matched on
terms: feedback, user
PFD report
53match
Joshua Brown
The community health team lacked formal processes for family involvement and information sharing, especially when the patient withheld consent, hindering their ability to support him and verify information accuracy.
Matched on
classifier match
Inquiry recommendation
53match
F255 - Using patient feedback
Results and analysis of patient feedback including qualitative information need to be made available to all stakeholders in as near "real time" as possible, even if later adjustments have to be made.
Matched on
terms: feedback
CQC action
52match
Ranyard at Mulberry House
Systems were not established to seek and act on feedback from relevant persons on the services provided for the purposes of continually evaluating and improving the services.
Matched on
terms: feedback
CQC action
52match
Ranyard at Dowe House
We recommend that the service find ways to consult and gather the feedback of people about the service provided.
Matched on
terms: feedback
CQC action
52match
Pheonix Healthcare
The registered person must effectively act on feedback from relevant persons and other persons on the services provided, for the purposes of continually evaluating and improving the services.
Matched on
terms: feedback
CQC action
52match
Darenth Grange Residential Home
The provider should gather feedback and suggestions from relatives about the development of the service, including through questionnaires and exploring social media channels.
Matched on
terms: feedback
CQC action
52match
Caremax Support Services Ltd
We recommend the provider consider their approach to supporting people to give feedback about the service and take action to improve their practice accordingly.
Matched on
terms: feedback
CQC action
52match
Ashmore House
The provider must establish and operate effective systems to seek and act on feedback from relevant persons to continually improve the service.
Matched on
terms: feedback
Inquiry recommendation
52match
BRIS-166 - PCTs must involve public in commissioning hospital services and gather feedback
Primary care trusts (and groups), given their capacity to influence the quality of care in hospitals, must involve patients and the public, for example through each PCG/T’s Patient and Advocacy Liaison Service. They must make efforts systematically to gather views and feedback from patients. They must pay particular attention to involving their local community in decision-making about the...
Matched on
terms: feedback
PFD report
49match
Ailsa Stewart
A lack of national guidance on suspending domiciliary care packages and coordinating information sharing for vulnerable patients discharged from urgent care poses a risk to continuity of care.
Matched on
classifier match
PFD report
49match
Beryl Simcock
The care home lacked written policies for care planning and review, with falsified records for risk assessments. Families were also denied timely information regarding significant incidents or deprivation of liberty.
Matched on
classifier match
PFD report
49match
Janet Brown Townend
Carers provided insufficient care time and failed to escalate critical concerns regarding the patient's deteriorating health, including inaccurate EWS recording and neglect to reassess capacity for unwise decisions.
Matched on
classifier match
Committee recommendation
49match
#5 - Develop and publish a comprehensive stakeholder engagement framework for marine decision-making by January 2025.
We recommend that the Department for Environment, Food and Rural Affairs (DEFRA) develops a comprehensive framework for engaging a diverse range of stakeholders, particularly coastal communities and underrepresented voices, early-on in marine decision-making and outline the responsible organisation for leading the engagement across areas of marine policy. This framework should identify a range of stakeholder engagement activities appropriate...
Matched on
classifier match
Committee recommendation
49match
#4 - Ensure care-experienced young people's full engagement and involvement in social care accountability mechanisms.
The Department should ensure that it is engaging with care-experienced young people in all areas of its work on children’s social care and should encourage local authorities to do the same. The Department for Education, 82 Ofsted and the Care Quality Commission should ensure that care- experienced young people are involved in accountability mechanisms for the quality of...
Matched on
classifier match
CQC action
48match
Oak Tree Manor
However, we noted that the notes for these meetings did not include a record of discussion or staff voice. This was an area that needed to be developed to ensure all feedback and ideas were captured.
Matched on
terms: feedback
CQC action
48match
Rosecroft Residential Care Home
The provider should ensure that action plans or records are in place to show how people's feedback from resident meetings and other sources has been consistently addressed.
Matched on
terms: feedback
Inquiry recommendation
48match
F256 - Follow up of patients
A proactive system for following up patients shortly after discharge would not only be good "customer service", it would probably provide a wider range of responses and feedback on their care.
Matched on
terms: feedback
CQC action
48match
Linda Lodge
The registered manager told us they would be chasing up these groups to encourage a fuller return of feedback information. They said the intention was to ensure that any areas identified that needed improvement will form part of an action plan for service development.
Matched on
terms: feedback
CQC action
48match
No. 3
The provider should consider more formal mechanisms to enable staff to give feedback about the service.
Matched on
terms: feedback
CQC action
48match
Lambeth and Southwark Mencap
The provider had not taken sufficient steps to ensure that people and their relatives were involved in the development of the service. The provider told us they would take steps to seek feedback from people.
Matched on
terms: feedback
CQC action
48match
Etherley Lodge
The provider must ensure effective systems are in place for assessing and monitoring the quality of service provision, including addressing cleaning issues, assessing health risks in the kitchen, and routinely gathering feedback from people and visitors to inform improvements.
Matched on
terms: feedback
CQC action
48match
Affinity Trust Specialist Support Division North
The provider uses feedback from staff, people and relatives to inform improvement within the service.
Matched on
terms: feedback
PFD report
45match
Geraint Hughes
Failures in conducting formal carer's assessments and irregular contact by the case coordinator led to outdated care plans and risk assessments, a critical oversight not identified by supervisory reviews.
Matched on
classifier match
PFD report
45match
Owen Gardner
A patient with cognitive deficit missed appointments because his next of kin were not consistently informed of schedules or short-notice changes, risking future adverse health outcomes.
Matched on
classifier match
CQC action
45match
Clova House Residential Care Home
The provider said they would record conversations with people about their views of the service and their care in future, and the manager also said they would record the discussions about care plans with people in future to ensure they showed how people were involved.
Matched on
classifier match
CQC action
44match
Archers Point Residential Home
The provider should hold regular relatives meetings to provide opportunities for feedback and drive improvements.
Matched on
terms: feedback
Inquiry recommendation
43match
F289 - Experience on the front line
Department of Health officials need to connect more to the NHS by visits, and most importantly by personal contact with those who have suffered poor experiences. The Department of Health could also be assisted in its work by involving patient/service user representatives through some form of consultative forum within the Department.
Matched on
terms: user
Inquiry recommendation
43match
F233 - For joint action Profile
While both the General Medical Council and the Nursing and Midwifery Council have highly informative internet sites, both need to ensure that patients and other service users are made aware at the point of service provision of their existence, their role and their contact details.
Matched on
terms: user
CQC action
43match
Clare House Residential Home
The registered manager agreed to put the complaint and feedback forms into an accessible format and ensure care plans and menus were accessible to people using the service.
Matched on
terms: feedback
CQC action
43match
Westwood Care Home
Further work was required to ensure formal feedback from relatives was collected and used to improve the quality of the service.
Matched on
terms: feedback
CQC action
43match
St Gabriel's House - Apartments
The provider must assess, monitor and improve the quality of the service and seek and act on feedback from relevant persons.
Matched on
terms: feedback
CQC action
43match
Aarondale House
The provider had failed to assess, monitor and improve the quality and safety of the service, They provider had failed to assess monitor and mitigate risks relating to the health and safety of others. The provider had failed to maintain accurate, complete and contemporaneous records. People were not fully engaged in the running of the service and their...
Matched on
terms: feedback
Committee recommendation
41match
#4 - Strengthen stakeholder engagement across all marine policy areas within Defra.
Engaging stakeholders in a meaningful way is essential to ensure that decisions are inclusive, transparent, and responsive to both environmental and societal needs. For engagement to be effective, it must occur through appropriate forums, begin early in the decision-making process, and be maintained consistently throughout. Poor stakeholder engagement leads to the risk of the Government taking decisions without...
Matched on
classifier match
CQC action
41match
Holly House Residential Care Home
The provider should ensure the complaints system is effective and that people feel comfortable complaining and that their concerns are listened to and dealt with.
Matched on
classifier match
CQC action
40match
St Albans House
The provider must ensure that the systems in place to quality assure and check the care being provided are effective. The provider must actively seek the views of people living at the service to ensure the continuous improvement of the service. The provider must ensure that records are accurate and fully completed.
Matched on
classifier match
CQC action
40match
Chatting Independently Limited - Orchard View
The provider must ensure people who use the service could be assured that any complaints would be acted on investigated and resolved to their satisfaction.
Matched on
classifier match
Committee recommendation
40match
#16 - Meaningful parental involvement is crucial for successful SEND system outcomes and trust
Parents and carers of children and young people with SEND often feel excluded from the processes that affect their children’s education and support. However, meaningful and collaborative parental involvement is essential to the success of the SEND system. When parents and carers are actively engaged in the planning, decision-making, and delivery of support, both satisfaction and outcomes improve...
Matched on
classifier match
CQC action
39match
Cygnet Bury Hudson
The provider must ensure that feedback from patients is recorded, looked into and responded to in a timely manner.
Matched on
terms: feedback
CQC action
39match
Standon House
The care manager told us they were looking at ways to make these conversations more formal and to provide more feedback to people.
Matched on
terms: feedback
IMB recommendation
39match
Bronzefield (2023)
What plans are in place to re-introduce User Voice or a similar provision?
Matched on
terms: user
CQC action
36match
Valewood House Nursing Home
We recommend that that manager considers a structured approach to gathering people’s views to ensure that they have regular opportunities to share concernsor ideas.
Matched on
classifier match
CQC action
36match
Benthorn Lodge
The registered person had failed to ensure suitable systems were in place so that people could be supported to voice their opinions or raise concerns about their care and treatment.
Matched on
classifier match
CQC action
36match
Holly Court Care Home
We noted the complaints process was laminated and taped to the wall in a corridor on one of the units. We discussed the effectiveness and appropriateness of this with the deputy manager, who assured us it would be removed.
Matched on
classifier match