AIMING FOR GOOD

AND OUTSTANDING IN THE NEW CQC

FRAMEWORK?
Here are 10 things to look out for:

The CQC expects providers to live up to the quality statements corresponding to each of
the 5 key questions. To assess the extent to which providers are aligning their services
with the stated quality benchmarks, evidence will be gathered across six distinct
categories.

They will require a continuous collection of feedback, its digital storage, ongoing
analysis, and the ability to send reports on it when necessary. How can providers know
whether they are delivering high-quality, patient-centred care and living up to the
quality statements?

Actively seek the opinions of the people using your services and their
families, and make it easy for them to share feedback, ideas, and raise
complaints.

Prove that you have an effective and accessible system for

identifying, receiving, handling, and responding to feedback from people
using your services — a system that allows you to investigate and take
action without delay.

Establish a process that includes a continuous search for trends and

areas of risk.
Maintain a record of all complaints, outcomes, and
actions taken in response to complaints.

Have the ability to provide — within a 28 day time-frame — a summary

of complaints recorded from your system, responses to such complaints
done by a registered person, and any other relevant information.

Make sure people using your services and their families feel heard,
and that their negative experiences are acted upon to improve care.

Make sure people feel that staff are attentive to their concerns,
listen to them, and communicate with them appropriately, using language
and methods they can understand.

Make sure you listen to and understand people’s needs, views, and
wishes.

Make sure that, when something goes wrong, people receive a sincere
and timely apology, and are told about the actions taken to prevent the
same from happening again.

Continuous survey collection that monitors how well you perform —

don’t just “gather feedback”, gather actionable insights by using carefully
crafted questions that will help you drive improvements.