Regulation 17 of the Health and Social Care Act is a cornerstone of effective governance in UK social care, placing a duty on providers to implement robust systems that ensure compliance, improve quality, and enhance the experiences of service users. The Care Quality Commission (CQC), which regulates health and social care services in England, supports this regulation by holding providers accountable to high standards.
The CQC places particular emphasis on the importance of feedback, viewing it as essential to creating responsive, person-centred care. By actively engaging with user feedback, providers not only align with Regulation 17 but also meet the CQC’s expectations for continuous improvement and transparency.
Understanding People’s Needs
At the heart of Regulation 17 is feedback: the real-life experiences and voices of those who rely on social care. When embraced as a central practice, feedback becomes the driving force for shaping services that truly meet people’s needs.
However, there is a risk that some providers may treat feedback as a simple compliance exercise - a box to tick rather than an asset. For providers willing to capture and act on feedback, Regulation 17 and the CQC’s standards present a significant opportunity to integrate the voice of service users directly into everyday practices, creating a real difference in the quality of care delivered.
Actively gathering feedback allows providers to stay attuned to the evolving needs and preferences of service users. When organisations demonstrate that they genuinely value people’s opinions and act on them, it creates an environment of mutual respect and trust. If, for example, feedback reveals discomfort with certain aspects of care—such as the quality of meals or the clarity of communication—addressing these issues can significantly enhance satisfaction and comfort.
Building Transparency and Trust
Managing customer experience (CX) effectively and building trust requires a holistic approach that spans both upstream and downstream efforts.
Upstream, it involves proactive, preventative measures—such as satisfaction analysis and informal feedback collection—aimed at addressing issues before they escalate. By keeping a pulse on resident sentiment, councils and care providers can anticipate potential dissatisfaction and take early action to prevent complaints from arising.
Downstream, it’s about formal complaint management, ensuring that when issues do occur, they are handled efficiently and effectively. This dual approach—proactively managing satisfaction and reactively addressing complaints—creates a smoother experience for residents and helps local authorities stay compliant while improving transparency and trust.
Transparency is a critical component of good governance, supported both by Regulation 17 and the CQC’s commitment to holding providers accountable. Regular feedback channels help providers act transparently, an expectation that the CQC reinforces in its inspections and reports. When providers openly communicate changes based on feedback, it builds trust with service users and demonstrates a commitment to continuous improvement.
Simple but effective actions—like sharing regular updates on “you said, we did” responses—showcase that the organisation is listening and responding to its users. This approach not only strengthens trust but also encourages more honest communication, as service users see that their voices contribute to real outcomes.
Creating a Cycle of Improvement Through Feedback
Good governance in social care is an ongoing journey. Continuous refinement and responsiveness are central to delivering high-quality care, as emphasised by both Regulation 17 and the CQC. By establishing a feedback loop, providers create a culture of continuous improvement, where service user insights directly inform policy and practices. Providers can utilise surveys, face-to-face conversations, and digital tools to gather feedback efficiently. This data allows providers to identify trends, anticipate challenges, and address issues before they escalate.
Moving Forward
A proactive feedback mechanism, as advocated by Regulation 17 and supported by the CQC, is more than a regulatory requirement. It’s about creating a person-centred social care environment where user feedback drives quality and trust. By integrating feedback into daily operations through both upstream and downstream CX management, providers not only strengthen governance but also build positive, respectful relationships that elevate the care experience for all.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
Comments