2.3 Ensure information and support is readily available and accessible to individuals and carers who wish to raise comments and concerns and make complaints

This guide will help you answer 2.3 Ensure information and support is readily available and accessible to individuals and carers who wish to raise comments and concerns and make complaints.

Everyone using health and social care services in the UK deserves a voice. Individuals and their carers must know how to share feedback, whether it’s a suggestion, concern, or complaint. Making information and support easy to access is a sign of respectful, safe practice. This guide covers practical ways managers and staff can guarantee people know their rights and feel able to speak out without barriers.

Why is Accessible Information Important?

Accessible information means people understand their rights and know how to raise issues. Without it, some may feel powerless or worried about negative consequences. When information is clear and easy to find, people are more likely to express views or ask for help.

Key benefits:

• Service users and carers gain confidence in the service
• Problems are picked up early and solved faster
• Trust increases, leading to better relationships
• Staff can act before small issues grow

Ways to Make Information Available

Service users and carers have varied needs. One format does not fit all. There are several ways to make sure everyone gets the information they require.

Common strategies:

• Display posters in waiting rooms, corridors, and entrance areas
• Provide leaflets or welcome pack inserts outlining feedback, concerns, and complaint processes
• Feature information in newsletters and on noticeboards
• Add details clearly to the service’s website and social media pages

Other points to remember:

• Give information during induction or admission to the service
• Remind people regularly, not just once
• Make sure updates or changes to the process are shared quickly

Removing Barriers: Using Plain Language and Accessible Formats

Many people who use services may have disabilities, speak English as a second language, or have limited literacy. It is important to present information so everyone can understand.

Good practice includes:

• Writing in plain English—avoid jargon or complex terms
• Offering versions in large print and Braille for visually impaired people
• Providing easy-read versions with pictures and simple text
• Translating materials into commonly spoken community languages
• Using audio or video guides

Communication support should match individual needs. Ask people how they prefer to access information and respond flexibly.

Supporting People to Raise Concerns

Information is just the start. Personal support makes all the difference, especially for people who find speaking up difficult. Sometimes people worry about “making a fuss” or facing negative reactions. Staff can ease these worries with a welcoming attitude.

Supportive practices:

• Clearly introduce named staff who can receive feedback or complaints
• Offer private spaces for sensitive conversations
• Encourage carers to express their views too
• Provide regular opportunities for people to share concerns, such as drop-in sessions or suggestion boxes
• Invite advocates or support workers to help people who need extra encouragement

The Role of Advocacy

Advocates are people who help others express their views, especially if someone has difficulty communicating or understanding processes. Advocacy services give people confidence that their concerns will be taken seriously.

To promote advocacy:

• Display advocacy service details along with complaints information
• Support people to contact advocates, if they wish
• Train staff to work well with advocates and recognise when advocacy is needed

Advocacy is particularly helpful for people with learning disabilities, dementia, or those who do not speak English as their first language.

Staff Training for Better Access

All team members must understand their duty to make information accessible. Training helps staff spot barriers and act to remove them. It also gives confidence in explaining the process and answering questions.

Training topics include:

• Communication skills and active listening
• Recognising different access needs
• Supporting people with disabilities or low confidence
• Explaining complaint procedures simply and accurately

Refresher training should keep everyone up to date on policy or legal changes.

Using Technology

Technology broadens access. Website forms, email, and video are useful tools, but digital platforms must be inclusive.

Technology and access tips:

• Ensure all online forms are easy to use and mobile-friendly
• Provide translation features on websites
• Offer telephone or video complaint options for those who cannot come in person
• Continue to provide paper or face-to-face alternatives for those less comfortable with technology

Monitoring Accessibility

Managers should regularly check whether people can find and use complaints information. This helps spot and fix hidden barriers.

Actions include:

• Surveying service users and carers about their experiences
• Checking if certain groups face more difficulty raising concerns
• Reviewing feedback to see if language or format caused misunderstanding
• Auditing noticeboards and reception areas to confirm information is visible

Making adjustments based on what you learn is part of good practice.

Final Thoughts

Accessible information and personalised support empower individuals and carers to raise concerns and make complaints. This leads to a safer, fairer, and more responsive service—putting the needs and voices of people first in every setting.