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Scrutiny

An important part of the Customer Voice and Assurance Group is to carry out an annual programme of scrutiny reviews.

There are a number of factors that can instigate a review:

  • Customer Feedback
  • Complaints
  • Changes to a service
  • Implementation of a new service
  • Performance information
  • Request from the Group Board
  • Request from the Executive Team.

The scrutiny process enables customers to identify what works well and what may need to improve. Feedback from each review helps the Executive Team to consider any operational changes that may be needed and also enables the Group Board to assess any strategic implications.

The Customer Voice and Assurance Group carries out up to 3 scrutiny reviews each year and the findings are reported directly to the Group Board.

Your feedback and experience is extremely important and if you feel that a service could be improved through the scrutiny process you can submit a scrutiny request for consideration.

The Customer Voice and Assurance Group are not able to carry out a review based on individual requests. However, if a number of requests relating to the same service this will be considered for further investigation.

All Scrutiny reports are available to view and an overview of the service, emerging observations and recommendations and agreed actions.

If you have any questions about the outcome of a scrutiny review, or have any concerns about the scrutiny process you can raise any issues by contacting gill.mooney@communityhg.com.

A full investigation will be carried out and you will be notified of the outcome.

If you feel that your concerns remain unresolved you will be directed to our formal complaints procedure.

Request a scrutiny review