Collect patient feedback continuously, review it monthly as themes, and record the change each theme led to, because people's experience is the first of CQC's six evidence categories and Regulation 17 requires you to seek and act on feedback. Keep complaints and their replies with the patient's record, since CQC can ask for a complaints summary within 28 days under Regulation 16.
How CQC uses patient feedback
CQC defines people's experience as a person's needs, expectations, lived experience and satisfaction with their care, including access to and transfers between services. It draws on interviews, surveys and feedback gathered by providers, community groups and others.1 It also runs its own Give feedback on care service, so patients can tell CQC directly.2
Under Regulation 17, providers must seek and act on feedback from people using the service, people acting for them, staff and others, to evaluate and improve the service.3 And under Regulation 16, CQC can ask for a summary of your complaints and responses, due within 28 days.4
How to turn feedback into evidence
- Ask at the right moment. After a visit, while it is fresh, in the patient's own language, with one open question as well as a score.
- Keep it with the patient. Store feedback, complaints and replies on the patient's record, so context is never lost.
- Answer every complaint fast. Acknowledge it, investigate it and respond, then record what changed.
- Read it as themes, monthly. Group comments into three or four themes and count them. Themes, not anecdotes, drive change.
- Change one thing per theme. Name the change, the owner and the date.
- Tell patients what you changed. A short “you said, we did” line closes the loop, and patients notice.
- Month ______ Responses ______ Complaints ______
- Theme ______ Count ______ Example in the patient's words ______
- Change agreed ______ Owner ______ By ______
- What we told patients ______
- Last month's change, did it work ______
Strong and weak feedback evidence
| Weak | Strong |
|---|---|
| An average star rating | Themes over time, and the change each one led to |
| A handful of glowing quotes | Representative comments, including critical ones, with responses |
| Complaints in an email inbox | Each complaint, its reply and its outcome on the patient's record |
| Feedback only in English | Feedback from patients in the languages they speak |
| A survey once a year | Continuous feedback, read monthly |
Equity in access and Equity in experiences and outcomes are quality statements under Responsive.5 Feedback from patients who do not speak English, or who find it hard to reach you, is some of the most valuable evidence you can hold.
Questions
Does CQC read online reviews?
CQC gathers people's experience from many sources, including its own Give feedback on care service and feedback collected by providers and community groups. Treat every channel as evidence.
How quickly must I send CQC a complaints summary?
Within 28 days of CQC asking, under Regulation 16.
Is negative feedback bad evidence?
No. Critical feedback that was heard, answered and acted on is some of the strongest evidence of a responsive, well-led service.
Sources
- 1CQC, 2024Evidence categories, people's experience of health and care servicesRead source
- 2CQC, 2026Give feedback on careRead source
- 3CQC, 2025Regulation 17, Good governanceRead source
- 4CQC, 2025Regulation 16, Receiving and acting on complaintsRead source
- 5CQC, 2025Assessment framework, key questions and quality statementsRead source
Written by the wai team from Care Quality Commission guidance, checked on 15 October 2026. This is guidance, not legal advice. CQC does not endorse wai or any software.