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Making care better with you

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Healthwatch helps with development of Quality Matters initiative


Quality Matters is a new joint initiative to improve services like care homes, nursing homes, and care provided for people in their own homes. 

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It was jointly produced by organisations from across the health and social care sector to help raise standards of care. It sets out six priorities and seven steps to help do this. 

Sandie Smith, our Chief Executive, represented local Healthwatch in some of the discussions about co-production that helped develop this document.  Co-production is about jointly developing services with the people who use them.

Quality Matters says that for people who use services, care must focus on what matters most to them, their families and carers, including those who may not have families to support them.

People who use services, their families and carers should be able to know what to expect from great care, where they can find it, and what to do about it when it is not good enough.

Find out more about the Quality Matters intiative here

New drive to improve social care complaints handling

Listening to feedback and learning from it is vital for any sector looking to improve the quality of service it offers. 

As part of the new ‘Quality Matters’ initiative, Healthwatch England has launched a social care complaints toolkit to help councils, care staff and services work together to improve local complaints handling.

The toolkit uses existing work from across the Healthwatch network to outline ways to:

  • Build an understanding of how communities currently see the complaints process to inform where improvement is required.
  • Make sure there is a ‘no wrong door’ approach applied when signposting complaints, meaning that whoever a member of the public speaks to when making a complaint, that organisations ensure it reaches the right place.
  • Facilitate the regular sharing of information about complaints between local partners to ensure collective learning.
  • Convene local complaints forums to bring together complaints managers with Healthwatch teams to review how cases have been handled and provide feedback on the process.
  • Help commissioners to seek additional feedback from people about their experiences of services where concerns have been raised.

This toolkit is the first product to come out of the ‘Learning from Feedback, Concerns and Complaints’ workstream of ‘Quality Matters’.

Speaking about the launch of ‘Quality Matters’, Imelda Redmond, National Director of Healthwatch England, said:

"Social care is in a fragile state, but if we are going to tackle the challenges ahead we all need to work together and start to build some positive momentum.

"Quality Matters is great way for us to celebrate the excellent care that is out there and help others to make the sort of changes, big and small, that will ensure everyone gets the high quality care they deserve.

Find out more about the complaints handling toolkit





Feedback on care it starts with you

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