This policy, which can be adopted by a care home or domiciliary care service, sets out the values, principles and procedures underpinning the care service’s approach to communicating with service users, learning from their experiences and views about the service and using their feedback to improve service quality.
It is in line with the Regulation 17: Good Governance of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which requires all care services to have quality assurance systems that include surveys of service users’ views.
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