Complaints Analysis
Risk: ModerateRecords reviewed
7
Service areas
Wilton Rd cohort, Reablement
CQC Quality Statements
Responsive · Well-led
Risk level
Moderate
Themes
- Late calls
- Staff continuity
- Communication with families
Trends
- Late-call complaints ↑ from 1 to 3 (Q2)
- Continuity concerns concentrated in Wilton Rd cohort
Recurring concerns
- 3× same rota (Wilton Rd, weekends)
- 2× same family complainant
Recommended actions
- Rota review for weekend continuity
- Family communication SOP refresh
- Weekly late-call heatmap
Evidence reviewed
EV-2080 Complaints RegisterEV-2081 CMP-086 Outcome
Feeds into
Quality Improvement Report Lessons Learned Report Inspection Readiness Report Board Report Evidence Vault Inspection Pack
AI-assisted analysis for manager review. Not legal, regulatory or professional advice.