https://club.hcqc.co.uk/c/self-audits/edit-lesson/sections/517638/lessons/2792880
When we think of feedback in healthcare, our minds often go first to complaints or incidents. While these are vital for identifying risks and driving improvement, it is equally important to give attention to the positive side of patient experience. Compliments, thank-you notes, survey responses, and online reviews all provide valuable insights into what patients value most in their care.
Far from being “nice extras,” compliments are powerful tools for reinforcing good practice, motivating staff, and strengthening a culture of kindness and compassion.
Why This Audit Was Created
This week’s audit focuses on how practices capture, share, and learn from compliments and positive feedback, in line with key CQC expectations:
- Regulation 9: Person-centred care
- Regulation 10: Dignity and respect
- Regulation 17: Good governance
The aim is to ensure that compliments are not overlooked but instead built into governance and improvement processes, alongside complaints and incidents.
Why It Matters
- Boosts morale: Positive feedback reassures staff that their efforts are noticed and appreciated, improving motivation and retention.
- Reinforces good practice: Compliments often highlight behaviours and processes that work well, providing examples to share and repeat.
- Balances governance: A quality system that only tracks complaints gives an incomplete picture. Including compliments shows regulators that the practice recognises both strengths and risks.
- Strengthens patient trust: When patients see that their positive feedback is valued and acted upon, it builds confidence that the practice genuinely listens.
What Good Practice Looks Like
- Having a clear system to capture compliments from all channels (verbal, written, online, surveys).
- Sharing positive feedback in team meetings, newsletters, and noticeboards so that staff and patients see it is valued.
- Using compliments in appraisals, supervision, and learning sessions to highlight examples of excellence.
- Including compliments in CQC evidence and governance reports to demonstrate a caring and learning culture.
Final Thoughts
Compliments are more than just kind words — they are evidence of care delivered with compassion, dignity, and respect. By capturing and learning from positive feedback, practices can celebrate success, strengthen staff morale, and ensure that good practice is sustained and spread.
This audit provides a practical framework for ensuring that positive patient experiences are recognised not only by staff and patients but also by regulators — showing that the practice is committed to a culture of learning, balance, and continuous improvement.
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