The CQC recently announced in their April newsletter that the process for making complaints to CQC has now changed. All complaints about CQC will now be managed by a new national complaints function. This function provides a single point of contact and is responsible for responding to customer complaints.

The CQC reviewed their procedure and benchmarked against best practice, and found that their complaints procedure could be improved by integrating it into a single streamlined activity, which is clearer and more effective for customers.

The benefits of the change for customers are:

  • a clearer and transparent process
  • a named Complaints Officer to provide a single point of contact and increased accountability
  • a focus on first line resolution encouraging solutions to be identified and agreed with the customer as quickly as possible
  • faster timescales and more consistent quality of investigation with explicit outcomes
  • a follow-up of actions to ensure that improvements and changes are delivered.

To find out more, visit the CQC website here.

Worried about your own complaints procedure?
Here at HCPA we will be running an open course on Effective Complaints Management on 6th October 2017. If you are interested in attending this course we will be opening the booking for this from the 1st July and will send an update to our members via email, so please make sure you are signed up to our newsletter.