Concerns and complaints: requires improvement

R2. How are people's concerns and complaints listened and responded to and used to improve the quality of care?

Characteristics of services we would rate as requires improvement in this area

People do not find it easy to raise concerns or complaints, or are worried about doing so. Complaints and concerns cannot be made in completely accessible ways.

When people raise complaints or concerns, the service may not always take their views fully on board, investigate them thoroughly and in a timely way, or change practice to improve.

The complaints system may be managed inconsistently and there is little evidence of the learning applied to practice within the service.
People have sometimes suffered discrimination, detriment or harassment after complaining.