News

Are You Listening? How Frontline Feedback Drive...

Great services listen — not just to complaints, but to everyday staff and service user insights.

Beyond the Complaints Log — Showing Real Learni...

Logging complaints isn’t enough. Show commissioners how you learn, change, and improve because of them.

Complaints Are a Gift — If You Treat Them That Way

Most providers say they welcome complaints — but how you handle them says more than your policy ever will.

How to Encourage Honest Feedback from People Us...

Feedback is only useful if it’s honest. Here’s how to create safe, accessible ways for people to share how they really feel.

Staff Feedback Is Your Secret Quality Tool

Your frontline team sees things managers can miss. Use their insight to drive real improvement

Turn Your Complaints into Quality Improvements

Don’t hide complaints — show how you learn from them to improve care and earn trust.