2.4 Enable, encourage and empower individuals and others to raise and follow up on comments, concerns and complaints

This guide will help you answer 2.4 Enable, encourage and empower individuals and others to raise and follow up on comments, concerns and complaints.

Every individual receiving health and social care, along with their families and carers, should feel able to speak up about their experiences. Raising comments, concerns, and complaints helps to improve the quality of care and makes the service safer for all. Enabling, encouraging, and empowering people to use their voice means creating an environment where feedback is truly welcomed and acted upon.

Creating a Welcoming Environment

A welcoming setting puts people at ease. If the atmosphere is supportive, people feel less anxious about speaking up. Staff should greet individuals warmly, be approachable, and make it clear that feedback is always valued.

Ways to create a supportive environment:

• Display posters or leaflets welcoming feedback in waiting areas and common rooms
• Use positive language such as “Your experience matters—please tell us how we are doing”
• Encourage staff to make time for informal conversations
• Make it routine to ask for feedback, not only when problems arise

Building Trust

Trust is key. People will only come forward with concerns when they believe staff will take them seriously. Team members need to show respect, listen attentively, and keep promises about following up.

To build trust:

• Follow through on agreed actions and keep people informed
• Be open about what can and cannot be changed
• Continue to seek views from everyone—regardless of their background or ability to communicate

Promoting Awareness

People must be aware of their right to comment or complain, and how to do so. Awareness can fade with time or become lost if processes change.

Effective methods to raise awareness include:

• Including information on feedback as part of introduction or orientation sessions
• Regularly mentioning the feedback process during reviews or care planning meetings
• Sending reminders through newsletters, texts, or emails
• Offering regular group or one-to-one sessions where people can share thoughts

Reducing Fear of Repercussions

Many people worry that complaining might affect their care. This fear can stop them from raising genuine concerns.

Reduce these fears by:

• Publicly stating that all feedback is welcomed without negative consequences
• Creating anonymous routes for comments (e.g. suggestion boxes or surveys)
• Encouraging carers and family members to speak up if the individual is unable or anxious
• Making clear to everyone that their care or support will not be affected

Building Confidence Through Support

Not everyone finds it easy to express their views. Some people may feel nervous or unsure of the process. Support helps people become more confident to make their voice heard.

Practical ways to build confidence:

• Offer to fill in forms together or help write letters or emails
• Provide advocacy support—someone who can speak on their behalf
• Follow up with people after meetings to check if they are satisfied with the process
• Run skill-building activities on self-advocacy or assertiveness

Making Processes Transparent and Simple

If systems seem confusing or slow, people may give up altogether. The process for raising and following up concerns should be straightforward.

Ways to simplify the process:

• Step-by-step guides using plain English, visuals, or audio versions
• Staff who are trained to explain the process in a calm, patient way
• Updates for individuals at each stage, outlining what will happen next and who to contact
• Easy-read follow-up forms for checking on progress

Encouraging Follow-Up by Keeping People Informed

Following up is as important as the initial complaint. People will not continue to provide feedback if they never hear what happened.

Best practice for follow-up:

• Notify the person when their comment or complaint is received
• Provide updates on progress, especially if there are delays
• Share outcomes clearly, checking the individual understands what was done
• Offer opportunities for people to provide further feedback or appeal if not satisfied

Role of Staff: Modelling and Encouragement

Managers and staff need to lead by example. When staff are open to feedback, act quickly on concerns, and treat every issue as important, others notice and feel able to contribute.

Staff should:

• Ask open questions like “Is there anything we could do better for you?”
• Share positive changes that resulted from earlier feedback
• Thank anyone who raises an issue for helping to improve the service
• Show patience, especially with people who take time to express their concerns

Addressing Barriers

Barriers can be practical, emotional, or cultural. Removing these is part of empowering everyone to participate.

Approaches to barrier removal:

• Provide translation and interpretation for those who do not speak English fluently
• Offer communication aids for people with visual or hearing impairments
• Work with cultural groups or faith leaders to explain the value of feedback
• Give extra support to people who may fear authority or have had bad experiences in the past

Maintaining Feedback Loops

A feedback loop means people see real change based on what they have raised. This motivates individuals, carers, and others to keep using their voice.

Maintain feedback loops by:

• Explaining what was learned and what has changed because of complaints or suggestions
• Recognising staff and individuals who contributed valuable feedback
• Regularly reviewing how feedback is managed and reported

Final Thoughts

Enabling, encouraging, and empowering individuals, carers, and families to raise and follow up concerns is more than just meeting legal requirements. It is about creating safe spaces where every voice matters and leads to positive change. With the right attitudes, systems, and supports in place, feedback becomes a routine part of care—improving everyone’s experience.