Audit template
Compliments / Feedback
Captures positive feedback and what it tells you about good practice worth spreading. This template runs quarterly in MyCareCompliance and carries 8 mapped checks across 7 CQC quality statements.
Last reviewed: September 2026. This guidance reflects CQC information available at the date above — always refer to cqc.org.uk for current regulatory requirements.
What the audit covers
Every question in the Compliments / Feedback is mapped to a CQC quality statement and the underlying regulation, so a failed check tells you exactly which part of the single assessment framework is at risk. This is an optional template you can switch on when it applies to your service.
- Runs quarterly — optional template
- Part of the Safety & governance audit category
- Maps to 3 regulations: Regulation 13 — Safeguarding service users from abuse and improper treatment, Regulation 17 — Good governance, Regulation 9 — Person-centred care
- Failed checks become tracked improvement actions with an owner, due date and evidence
The 8 checks
Safeguarding
Safe — 1 check- Regulation 13 — Safeguarding service users from abuse and improper treatmentCompliments / Feedback
Are all feedback submissions safely screened to ensure that hidden complaints, grievances, or safeguarding concerns are not missed and are appropriately escalated?
What we look for: Sample a selection of returned feedback forms. Good practice involves management reading all comments carefully to identify disguised concerns (e.g., 'carers are lovely but always late'). A fail is filing a feedback form with a hidden complaint without triggering the complaints procedure.
Evidence: Completed feedback forms, cross-referencing with complaints/safeguarding logs, triage process documentation
Listening to and involving people
Responsive — 2 checks- Regulation 17 — Good governanceCompliments / Feedback
Is there a structured and proactive system in place to routinely collect feedback and compliments from people using the service, their relatives, and involved professionals?
What we look for: Sample the last 3 months of surveys or feedback requests. Good practice involves sending regular, structured requests for feedback (not just waiting for it). A fail would be a lack of any proactive feedback collection mechanism.
Evidence: Feedback policy, annual/quarterly survey results, feedback forms, evidence of feedback requests in care review minutes
- Regulation 17 — Good governanceCompliments / Feedback
Can the service demonstrate a 'You Said, We Did' approach, showing tangible changes or improvements made as a direct result of service user feedback?
What we look for: Look for a documented loop of feedback leading to action. Good practice is communicating these changes back to the service users so they know they are heard. A fail is collecting feedback but never taking action or adjusting service delivery.
Evidence: You Said We Did posters/newsletters, updated care plans, revised policies, service improvement plans
Providing information
Responsive — 1 check- Regulation 9 — Person-centred careCompliments / Feedback
Are mechanisms for providing feedback accessible to all people using the service, accommodating diverse communication needs and protected characteristics?
What we look for: Sample feedback forms and survey methodologies. They must meet the Accessible Information Standard. Good looks like alternative formats being proactively offered. A fail is relying solely on written English surveys when service users have known cognitive or visual impairments.
Evidence: Easy Read feedback forms, translated surveys, audio options, evidence of advocates being used for feedback
Capable, compassionate and inclusive leaders
Well-led — 1 check- Regulation 17 — Good governanceCompliments / Feedback
Are compliments explicitly shared with the relevant care workers and the wider staff team to reinforce positive practice and support workforce wellbeing?
What we look for: Check how compliments are communicated back to the frontline. Good looks like personal thank-you letters from management, shout-outs in newsletters, or mentions in supervision. A fail is staff being unaware of compliments received about their care.
Evidence: Staff meeting minutes, supervision records, newsletters, memo emails, employee of the month awards
Governance, management and sustainability
Well-led — 1 check- Regulation 17 — Good governanceCompliments / Feedback
Are all received compliments and general feedback recorded in a central log to enable effective tracking and trend analysis?
What we look for: Review the central compliments/feedback log. It should capture the date, source, nature of feedback, and any actions taken. A fail is feedback being kept loosely in local files without central oversight or trend analysis.
Evidence: Compliments log, feedback tracker, quality assurance dashboard, electronic care management system reports
Learning, improvement and innovation
Well-led — 1 check- Regulation 17 — Good governanceCompliments / Feedback
Is collected feedback formally analysed and integrated into the overarching service quality assurance audits and provider information returns (PIR)?
What we look for: Review the latest QA reports. Feedback and compliments data should feature heavily in leadership's assessment of service quality. A fail is management undertaking QA audits without referencing or utilizing the voice of the service user.
Evidence: Quarterly QA reports, annual review reports, PIR drafts, governance meeting minutes
Shared direction and culture
Well-led — 1 check- Regulation 17 — Good governanceCompliments / Feedback
Is there a positive culture that encourages staff to provide constructive feedback and recognize the good practice of their peers (peer-to-peer compliments)?
What we look for: Look for evidence of an open culture where staff feel valued by each other and management. Good practice includes formal peer recognition boards or 'shout-out' schemes. A fail is a closed culture with no mechanism for staff to positively feedback on service operations.
Evidence: Staff surveys, peer recognition schemes, suggestion boxes, team meeting minutes
See it running for your service
Book a free demonstration and we will run the Compliments / Feedback against scenarios from a service like yours, or start your 7-day trial and try it yourself.
See it with your own service
Book a free demonstration and we will walk through the platform using scenarios from a service like yours.