Share your individual experience and feedback with us

Even though we cannot investigate your individual complaint for you we would like to hear about your experience. This is because we believe involving people who use services in everything we do will help improve them for everyone. We therefore encourage people to share information with us.


What we will do with your information

We can use the information you give us in several different aspects of our work. Your feedback will be added to the information we already hold about each service provider, known as its Quality Risk Profile (QRP).

These profiles gather all we know about a service in one place so we can assess where there are risks. The information helps our assessors and inspectors make judgements about services and target our work in:

  • Making decisions when we register services
  • Ensuring services continue to meet essential standards of care - our role is to make sure providers’ complaint procedures are fit for purpose and meet the requirements laid down by law
  • Checking what providers tell us in their self assessments
  • Tracking what is happening inside health and social care and being alert to any trends or patterns of incidents that indicate something untoward may be happening

If we find evidence a provider has not complied with the regulations, we will tell them what they have to do to put things right.

In serious cases, we may consider using our legal powers to make sure the matter is put right. If there is evidence of a problem that is putting people at risk, we will investigate and take action where necessary. We have a wide range of enforcement powers and we have flexibility over how we use them.

So, while we cannot offer individual remedy or redress, we will listen to what you have to say and your information will be used to improve services for everyone.

Details of how to contact us

You can contact us by phone on 03000 616161

Or by post to:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Or by email at enquiries@cqc.org.uk

Making a complaint about care services

For guidance on what to do if you are unhappy with the care you or a family member have received, click the link below.