complaints procedures

If you are unhappy with a service - what can you do? : a guide for parents and carers (Finding out about)

Booklet offering information and advice on what action to take or how to complain in the event of poor or unsatisfactory service from an agency or organisation.

Listening, responding, improving: a guide to better customer care

Guide produced to help health and social care organisations become better at listening, responding and learning from people's experiences of care through improving feedback and complaints procedures.

Handled with care?: managing medication for residents of care homes and children's homes - a follow up study (CSCI special study report)

Report of a study which followed up an investigation by the National Care Standards Commission in 2004 into the management of medication in care and children's homes in England which found homes were not performing well in this area.

The follow up study found some improvement but not enough to be wholly satisfactory.

Domiciliary care: national minimum standards

Document setting out the national minimum standards expected of domiciliary care agencies in England to ensure good quality personal care and support for people while living in their own home in the community.

Children's care monitor 2009 : children on the state of social care in England

Report presenting the results of a survey of children's own experiences of the social care system in England. It focuses particularly on six topics, namely bullying, having a say in what happens to them, making complaints and suggestions, education, care planning for those in care and leaving care.