Quality & Feedback

Collects star ratings and comments families leave after a visit, then turns them into an agency satisfaction score, a carer leaderboard, a concerns queue for low ratings, and a bank of approved testimonials for your website.

Where to find it: Compliance → Quality & Feedback

See how families rate your service

1. Go to Compliance → Quality & Feedback.
2. The Overview tab shows your average satisfaction score, total reviews, the positive/negative split and the trend over time.
3. Use it as evidence of 'Responsive' and 'Well-led' for CQC.

Choose how often families are asked for feedback

1. Open the Settings tab on the Quality & Feedback page.
2. Pick a frequency: after every visit, once daily, weekly, monthly, or disabled.
3. This controls how often each family can submit a rating in the mobile app, preventing survey fatigue.

Investigate a low rating

1. Open the Concerns tab — any visit rated 2 stars or below appears here automatically.
2. Open the concern, add manager notes, and move it through Investigating to Resolved or Closed.

Publish a testimonial to your website

1. Open the Testimonials tab to see positive comments families have left.
2. Toggle a review to 'Public' to approve it for use on your marketing site.

Export a satisfaction report

1. Open the Quality & Feedback page and click 'Satisfaction Report'.
2. Filter by date range or carer, then export to CSV/Excel or print to PDF for inspections and reviews.

Tips & good to know

• Each carer's individual ratings also appear on their staff profile under the Quality tab.
• Carers can see their own anonymised ratings in the mobile app under More → My Performance — they never see who left a review.