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A New Start

Nigel ThompsonHead of Involvement Equalities and Human Rights

National Advocacy Conference24th October 2013

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Our purpose and role

Our purposeWe make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve

Our roleWe monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find, including performance ratings to help people choose care

We will be strong, independent, expert inspectorate that is always on the side of people who use services

Scale of CQC regulated care

GP practices

9,000 locations

Private healthcare

2,500 locations

Independent ambulances

350 locations

NHS hospitals 2,800 locations

Care homes

18,000 locations

Dental practices

10,000 locations

Outpatients and inpatients

77.4 million

People using adult social care services

1.75 million

Home-care agencies

6,800 locations

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Asking the right questions about quality and safety

Is the care:

Safe?

Effective?

Caring?

Responsive to people’s needs?

Well-led?

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Our new approach

Surveillance

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A more rigorous test to deliver safe, effective, compassionate, high-quality care

Registration

Legally binding

Named leaders held accountable

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Surveillance

Continuous monitoring to identify failures and risk of failure

“Smoke alarms”

Use local and national information sources

Use qualitative information from people

Surveillance

Expert inspections

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Chief Inspectors of Hospitals, Social Care, and General Practice

Expert inspection teams

Longer inspections, more time talking to people

Intelligence used to decide when, where and what to inspect

Inspectors using professional judgement

Clear standards

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Three levels:

Fundamentals of care

Expected standards of care

High-quality care.

By law services must meet fundamentals of care and expected standards

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Ratings to help people choose between services and to encourage improvement

Ratings for providers, and for separate services as well?

Ratings for each question?o Safeo Effectiveo Caringo Responsive to people’s needs o Well-led

Ratings

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Listening to, and acting on, people’s experiences of care

People’s individual experiences of care are very valuable to CQC

We use this information to help inform where, when and what we inspect

Outside our inspections we try to make it as easy as possible for people to tell us about their care

If people have experienced poor care, or know that poor care is being provided somewhere we want them to tell us, anonymously if they wish. 

We welcome positive experiences of care too

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Listening to, and acting on, people’s experiences of care

People can tell us about their experiences of care direct:

Online

Via a paper form

Telephone

Tell Us Your Experience form…

• Captures information about the service from members of the public

• Urgent concerns are directed to inspectors for swift action

• All other concerns are directed to inspectors for evaluation

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Listening to, and acting on, people’s experiences of care

We want to increase the amount of valuable feedback we receive about people’s experiences of care

Tell us about your care projects with third sector organisations

Patients AssociationRelatives and Residents AssociationCarers UK (due to start December 2013)Actively seeking new partners

R&RA and PA complete CQC ‘Share Your Experience’ webforms on behalf of callers to their helplines.

They also actively promote CQC and the standards of care people have a right to expect through a jointly branded leaflet

We track and trace the information we receive and report back on what action we have taken in response

CQC and Advocacy Services

• Getting feedback from advocacy organisations to contribute to our acute hospital inspections

• Dementia Review

• Learning Disability Review

• How can we find you?

• How can w engage with you?

• What do you need from us?

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