A New Start

1. A New Start National Advocacy Conference 24th October 2013 Nigel Thompson Head of Involvement Equalities and Human Rights 1

2. 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 2

3. Scale of CQC regulated care GP practices 9,000 locations Independent ambulances 350 locations Private healthcare 2,500 locations Care homes 18,000 locations Dental practices 10,000 locations NHS hospitals 2,800 locations Outpatients and inpatients 77.4 million People using adult social care services 1.75 million Home-care agencies 6,800 locations

4. Asking the right questions about quality and safety • Is the care: • Safe? • Effective? • Caring? • Responsive to people’s needs? • Well-led? 4

5. Our new approach Surveillance

6. Registration • A more rigorous test to deliver safe, effective, compassionate, high-quality care • Legally binding • Named leaders held accountable 6

7. Surveillance • Continuous monitoring to identify failures and risk of failure • “Smoke alarms” • Use local and national information sources • Use qualitative information from people Surveillance 7

8. 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 8

9. 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 9

10. 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? • Safe • Effective • Caring • Responsive to people’s needs • Well-led 10

11. 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 11

12. 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 12

13. 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

14. 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 14

15. 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?