The Richmond Fellowship Scotland - Stirling, Clackmannanshire and Falkirk

1. To support a culture of continuous improvement in the service, the provider should ensure any complaints or concerns are responded to as per their complaints policy. Records of both formal and informal complaints should be kept, along with details of any learning and actions. Complainants should in all cases be informed of the outcome of their complaint or concern. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes’ (HSCS 4.19). And ‘I know how, and can be helped, to make a complaint or raise a concern about my care and support’ (HSC 4.20).