Call-Handling Compliance Checklist
Audit your intake processes against CQC standards
Rate each statement from 1 (Poor/Not in place) to 5 (Excellent/Fully implemented). Be honest - this helps identify genuine improvement areas.
All phone lines (including out-of-hours) have a documented script
Maps to: Responsive & Well-led
We log every enquiry (phone/email/web) in one system
Maps to: Well-led
We track response times for new enquiries
Maps to: Responsive
Voicemails are checked and returned within documented timeframes
Maps to: Responsive
Every complaint call is logged with documented outcomes
Maps to: Responsive & Well-led
After-hours calls are answered or returned within 24 hours
Maps to: Responsive
We have a documented escalation process for urgent calls
Maps to: Safe & Responsive
Call handling training is provided and records are maintained
Maps to: Effective & Well-led
We audit call quality and response times monthly
Maps to: Well-led
All staff know how to handle safeguarding concerns via phone
Maps to: Safe & Effective