Our network of 152 local Healthwatch published more than 1,745 reports in 2016-17, bringing together what people from across the community want from local care.
Our new report provides a unique picture of how feedback from residents and families is generally being used by staff, managers and those running large groups of homes.
This toolkit is designed to help local Healthwatch scrutinise local complaints systems, make recommendations based on findings and follow through on the improvements they ask for.
Report
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