Principles

1. Reviewing policies and procedures regularly to ensure they are effective.
2. Asking for feedback and using it to improve services and performance.
3. Ensuring the organisation learns lessons from complaints and uses them to improve services and performance.

Examples of what good looks like

• Building into third party contracts the opportunities for review and learning from feedback.
• Disseminate and embed relevant learning from feedback and lessons learned from complaints within the organisation.
• Being proactive in sharing complaints information with scrutiny functions.

Crisis working

1. Continuing to use complaints as an effective and immediate form of feedback during a crisis.
2. Keeping a longer-term view during the crisis, to ensure the organisation is prepared for longer-term consequences and plans for recovery and normal working.
3. Ensuring the organisation doesn’t lose critical organisational memory. Staff used out of their normal areas during the crisis will likely return afterwards, risking loss of critical records and memory.