Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Fundamental Standards) makes it very clear to all providers that they should “assess, monitor and improve the quality and safety of the services provided in the carrying on of the regulated activity (including the quality of the experience of service users in receiving those services)” and “seek and act on feedback from relevant persons and other persons on the services provided in the carrying on of the regulated activity, for the purposes of continually evaluating and improving such services”
One of the most common ways service providers receive feedback from people using services is through peoples meeting; service user meeting, community meetings etc. These meetings are normally undertaken regularly by providers and some providers encourage people using the service to take the lead or nominate a chairperson from within the service.
While all the above is good practice from time to time it is advisable to ask an independent person to the service to attend a peoples meeting and form an independent opinion of the views of people using the service. This can often unearth some underlying improvements people may not have raised before, and from a safeguarding perspective shows your services commitment to working in an open and transparent manner.