Complaints Governance in Older People’s Services: Early Warning, Not Reputation Management
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Complaints in older people’s services are often framed as reputational risks. In reality, they are one of the most valuable sources of quality intelligence available to providers — if governance systems use them effectively.
Strong complaints governance aligns closely with Feedback & Complaints and the wider learning culture described within Continuous Quality Improvement.
The role of complaints in quality governance
Complaints should help providers:
- Identify emerging risks
- Understand lived experience
- Spot system weaknesses
- Prevent escalation to safeguarding or enforcement
Delays, defensiveness or poor responses often signal wider governance issues.
Operational example 1: Meal quality complaints leading to service redesign
Context: Multiple complaints highlighted dissatisfaction with meal choice and assistance.
Support approach: Governance required managers to treat repeated themes as quality risks.
Day-to-day delivery detail: The service reviewed mealtime staffing, introduced menu tasting sessions, and adjusted support during peak periods.
How effectiveness/change was evidenced: Complaints reduced and satisfaction feedback improved.
Operational example 2: Communication complaint preventing safeguarding escalation
Context: A family complained about lack of updates following a hospital admission.
Support approach: The provider treated communication gaps as safety risks.
Day-to-day delivery detail: Clear communication responsibilities were assigned, daily updates introduced, and records strengthened.
How effectiveness/change was evidenced: Trust improved and no further complaints were received.
Operational example 3: Escalation failure addressed through training
Context: A complaint revealed staff uncertainty about escalation thresholds.
Support approach: Governance linked complaints directly to supervision and training.
Day-to-day delivery detail: Scenario-based training reinforced escalation pathways and documentation expectations.
How effectiveness/change was evidenced: Staff confidence improved and escalation occurred earlier.
Effective complaints oversight
Strong complaints governance includes:
- Clear response timescales
- Senior review of themes
- Links to safeguarding and incidents
- Feedback to complainants
- Evidence of learning and change
Commissioner and regulator expectations
Commissioner expectation: Commissioners expect complaints to inform improvement and not be minimised or ignored.
Regulator / Inspector expectation (CQC): CQC expects complaints to be handled openly, fairly and used to improve quality.
Outcomes and impact
Effective complaints governance builds trust, improves quality and prevents escalation. It demonstrates openness, accountability and a genuine commitment to continuous improvement.
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