Transcript New NHS inspection approach

A New Start
National Advocacy Conference
24th October 2013
Nigel Thompson
Head of Involvement Equalities and Human Rights
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Our purpose and role
Our purpose
We make sure health and social care services
provide people with safe, effective, compassionate,
high-quality care and we encourage care services
to improve
Our role
We 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
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Scale of CQC regulated care
GP practices
Private
healthcare
Independent
ambulances
2,500 locations
350 locations
NHS hospitals
Care homes
Dental practices
2,800 locations
18,000 locations
10,000 locations
Outpatients and
inpatients
People using adult
social care services
9,000 locations
77.4 million
1.75 million
Home-care agencies
6,800 locations
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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Registration
A more rigorous test to
deliver safe, effective,
compassionate, highquality care
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
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Expert inspections
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
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Clear standards
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
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
o
o
o
o
Safe
Effective
Caring
Responsive to people’s needs
Well-led
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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
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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
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 Association
Relatives and Residents Association
Carers 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
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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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