What is Regulation 16

Regulation 16 from the Health and Social Care Act 2008, Regulations 2014 outlines guidance for receiving and acting on complaints from service users. All service users should be able to make a complaint about their care and treatment. Health and social care workers should have an effective, accessible system for identifying, receiving, handling, and responding to complaints from service users. Providers must be able to provide the CQC with a summary of complaints, responses, and other related information or correspondence. The CQC can prosecute providers for a breach of part or all of the regulation about a complaint within 28 days when requested to do so. In addition, the CQC can refuse registration if providers cannot satisfy compliance with Regulation 16.