The Great British Care ShowIan BiggsDeputy Director of Operations (South)30 May 2012

People can expect services to meet essential standards of quality, protect their safety and respect their dignity and rights, wherever care is provided and wherever they live, despite changes in the system

Role of a regulator

CQC – what CQC does and does not do

What CQC does not do

We do not make assessments of commissioning – although we can comment on

shortcomings via themed reviews and investigations

We do not assess quality above essential standards

We only promote improvement by focusing on non-

compliance

Inspectors are encouraged to describe what they see,

comment on good practice and reference it

CQC’s role

Register – inspect – enforce – publish

CQC registers care providers then checks whether they are meeting essential standards

If not, we take action – they must put problems right or face enforcement action

We publish what we find as quickly as possible

We share what we know with our partners

We put a premium on users/ whistleblowers

We monitor the care of those detained under the MHA

Inspection Analysis Voices

Palette of Regulation

Themed inspections

Scheduled inspections

Responsive inspections

Investigations

Themed reviews

Quality Risk Profiles

Other data sources

Whistleblowing

Safeguarding

Website feedback

Telephone or written feedback

Third party feedback

Scale of CQC regulated care

Primary medical services

9,000 locations

NHS Trusts

2,500 locations

Independent healthcare

2,500 locations

Adult social care

24,500 locations

Independent ambulances

300 locations

Primary dental care

10,000 locations

Combined outpatients and inpatients

77.4 million

People using adult social care services

1.75 million

Dental appointments

36.4 million

From April 2009

Ongoing

April 2014 onwards…

CSA until Sept 2010

Apr 2010-13

CQC’s lifecycle – a five-year programme

Phase 1 - legacyHCC, CSCI, MHAC

Phase 2Design and build

Phase 3Registration

Phase 4Implement and review

Phase 5Optimising the model

Principles ofinspection

New approach to inspections

Timely

At least once a year or once every two years depending on the provider

Focused

Inspections will focus on outcomes that are important

to people using services

Flexible

We can use different types of inspection to respond to concerns

Unannounced

We do not notify providers before we carry out inspections

8

Making a difference in the South

What we found

What we did

What was the result

Beautiful house and garden with sea view

Staff too busy to interact or respond to requestsNo choices

Not clean

Bored and lonely

4 warning notices

Listening and responding

Choices Things to do

Meals a social occasion, view of the sea

9

Making a difference in the South

What we found

What we did

What was the result

Poor maintenance

Lack of dignityPressure sores

and tissue damage

Poor care planning

6 warning notices

New manager

Investment in property

Health improvements

Personalised careplanning

Notice of proposalto cancel

10

Making a difference in the South

What we found

What we did

What was the result

Woken earlyWhistlebower

Compliance actions

Calmer atmosphere

Better information and plans of care

People choice about routines

Early to bed

5.30am inspection

Lack of overnight monitoring

11

Closing comments

The public puts its faith in those who run and work in care services

There must be a culture that won’t tolerate poor quality care, neglect or abuse – and encourages people to report it

The regulator cannot be everywhere, so we need to regulate with others

We remain cost blind in checking standards

12

Questions

CQC – Helping make care better for people

www.cqc.org.uk

Questions?